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CRM in Organizational Structure Design Original Research Article
Procedia Technology, Volume 1, 2012, Pages 579-582
Hamid Tohidi, Mohammad Mehdi Jabbari
2  
The roles of infrastructure capability and customer orientation in enhancing customer-information quality in CRM systems: Empirical evidence from Taiwan Original Research Article
International Journal of Information Management, Volume 33, Issue 2, April 2013, Pages 271-281
Shu-Hui Chuang, Hong-Nan Lin
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Highlights

► We present that high-quality customer information is critical to successful CRM implementation. ► The complementarity between infrastructure capability and customer orientation has a positive effect on customer information quality. ► Examining the role of customer relationship performance in mediating the relationship between customer information quality and overall firm performance. ► Showing the implications for successful CRM implementation.
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Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM Original Research Article
Journal of Business Research, In Press, Corrected Proof, Available online 27 May 2013
Kevin J. Trainor, James (Mick) Andzulis, Adam Rapp, Raj Agnihotri
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4  
The effect of CRM use on internal sales management control: An alternative mechanism to realize CRM benefits Original Research Article
Information & Management, Volume 49, Issue 6, October 2012, Pages 269-277
Liang Li, Ji-Ye Mao
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5  
Integration between Customer Relationship Management (CRM) and Data Warehousing Original Research Article
Procedia Technology, Volume 1, 2012, Pages 239-249
Abeer Khan, Nadeem Ehsan, Ebtisam Mirza, Sheikh Zahoor Sarwar
6  
Engaging suppliers in CRM: The role of justice in buyer–supplier relationships Original Research Article
International Journal of Information Management, Volume 33, Issue 1, February 2013, Pages 20-27
Rachel Duffy, Andrew Fearne, Sue Hornibrook, Karise Hutchinson, Andrea Reid
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Highlights

► We explore the role that suppliers play in CRM implementation. ► We empirically test a conceptual model of fairness linking CRM to upstream SRM. ► Suppliers use of customer data is influenced by distribution of rewards. ► Suppliers use of customer data is influenced by decision-making processes. ► Perceptions of fairness by suppliers influences engagement with customer CRM strategy.
7  
CRM strategies for a small-sized online shopping mall based on association rules and sequential patterns Original Research Article
Expert Systems with Applications, Volume 39, Issue 9, July 2012, Pages 7736-7742
Beomsoo Shim, Keunho Choi, Yongmoo Suh
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Highlights

► We define VIP in terms of RFM value, and develop a classification model using data mining techniques. ► We identify association rules and sequential patterns hidden in the transaction data of solely VIP customers. ► We propose CRM strategies for based on the identified rules and patterns, respectively.
8  
Research on the Knowledge Flow in CRM Circumstance Original Research Article
Procedia Engineering, Volume 29, 2012, Pages 3852-3857
Kong Lingbo, Yu Kaichao
9  
CRM as a Marketing Attitude Based on Customer's Information Original Research Article
Procedia Technology, Volume 1, 2012, Pages 565-569
Hamid Tohidi, Mohammad Mehdi Jabbari
10  
Organizational Learning and CRM Success: A Model for Linking Organizational Practices, Customer Data Quality, and Performance Original Research Article
Journal of Interactive Marketing, Volume 27, Issue 1, February 2013, Pages 1-13
James W. Peltier, Debra Zahay, Donald R. Lehmann
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Highlights

► We examine links between organizational processes, data quality and performance. ► The results show that customer data quality impacts Customer and Business Performance. ► The most important driver of data quality comes from the executive suite. ► Adaptive and learning organizations have higher quality data.



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