Examining business value of customer relationship management systems: IT usage and two-stage model perspectives

<i>Review:</i> Information Technology and Organizational Performance: An Integrative Model of IT Business Value1

Nigel P. Melville, Kraemer, Vijay Gurbaxani · MIS Quarterly · 2004 · 3.3K citations

Business, Information Systems, Information Technology +16

The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study

Roger H. Hallowell · International Journal of Service Industry Management · 1996 · 1.9K citations

Business, Marketing, Marketing Management +13

The Customer Relationship Management Process: Its Measurement and Impact on Performance

Werner Reinartz, Manfred Krafft, Wayne D. Hoyer · Journal of Marketing Research · 2004 · 1.7K citations

Management, Marketing, Marketing Management +14

Are Selling, General, and Administrative Costs “Sticky”?

Mark C. Anderson, Rajiv D. Banker, Surya Janakiraman · Journal of Accounting Research · 2003 · 1.4K citations

Business, Business Economics, Economics +10

Human Resource Management and Labor Productivity: Does Industry Matter?

Deepak K. Datta, James P. Guthrie, Patrick M. Wright · Academy of Management Journal · 2005 · 1.3K citations

Management, Human Resource Management, Organization Studies +15