... the top line and strengthening the bottom line. © Emerald Group Publishing Limited 2014 Customer relationship management Value creation B2B marketing Business relationships Sales organization Under the circumstances, suppliers have to address the trade-off between the costs...

...Professor Fernando Robles; Dennis Herhausen; Marcus Schögel Purpose – This study aims to examine the direct and moderating effects of generative learning on customer performance. Design/methodology/approach – The authors test the relationships between customer relationship management (CRM...

...Yonggui Wang; Hui Feng Purpose This study seeks to extend the resource‐based view to the context of customer relationship management. It is intended to develop a measurement model of customer relationship management (CRM) capabilities, and to explore the key antecedents and performance...

... capability highlights the role of managerial decisions, which implies that absorptive capacity is not always a static self‐going process, but can also, to a certain extent, be changed and initialized by managerial actions. © Emerald Group Publishing Limited 2012 Customer relationship management...

... activities while at the same time maintaining the flexibility to shift resources and adapt to potential market needs (Pulendran et al., 2000). Customer value Dynamic capabilities Market orientation Knowledge management Customer relationship management Given the increasing intensity...