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Profiting from customer relationship management : the overlooked role of generative learning orientation

Herhausen, Dennis; Schögel, Marcus - In: Management decision : MD 51 (2013) 8, pp. 1678-1700

Purpose: This study aims to examine the direct and moderating effects of generative learning on customer performance …, generative learning, customer performance, and financial performance with a cross industry survey of CEOs and senior marketing … results reveal that generative learning affects customer performance directly. Moreover, the interaction of CRM capabilities …

Persistent link: https://www.econbiz.de/10010196923