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Keywords: Organizational system
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Journal Articles
Customer relationship management capabilities: Measurement, antecedents and consequences
Available to Purchase
Journal:
Management Decision
Management Decision (2012) 50 (1): 115–129.
Published: 03 February 2012
... of customer orientation, customer‐centric organizational system and CRM technology on CRM capabilities, as well as the influence of CRM capabilities on organizational performance. Practical implications This study provides a useful measurement mode of CRM capabilities that managers can use to evaluate...
