...., 2020 ; Osmonbekov and Gruen, 2013). RBV of the firm posits that firms are a collection of various resources that management tries to build up and deploy to obtain profits (Wernerfelt, 1984 ; Barney, 1991). Prior research suggests that one can view information technology used by firms...

... the costs and benefits of a satisfaction program. Design/methodology/approach This paper reports the results of a longitudinal study of a beverage distributor. Two satisfaction surveys were conducted before and after the launch of the program. Profitability was calculated using activity based costing...

...Michael K. Rich Karl   Hellman and Ardis   Burst . The Customer Learning Curve: Creating Profits from Marketing Chaos . American Marketing Association Publication (forthcoming) , Customers Learning Profit Marketing The rapid emergence of marketing...