... of knowledge management capability (KMC). Hence, the purpose of this paper is to investigate the relationship among KMC, customer relationship management (CRM), and service quality. Design/methodology/approach – In order to explore on KMC, CRM, and service quality, the questionnaire and partial least...

...Michael Newby; Thuyuyen H. Nguyen; Teresa S. Waring Purpose – The customer relationship management (CRM) technology adoption process in small- and medium-sized enterprises (SMEs) is an under-researched area and the purpose of this paper is to extend the knowledge and offer greater understanding...

... in successful implementations can be more easily identified (Sekaran, 2003). © Emerald Group Publishing Limited 2013 ERP II implementation Implementation lifecycle Critical success factors Critical pathway Benefits realization Customer relationship management Extended enterprise...