Role of dynamic capability and information technology in customer relationship management: a study of Indian companies
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Date
2007-11-08Author
Pandya, Darshan
Sahu, Subrat
Sinha, Piyush Kumar
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Show full item recordAbstract
There is a growing body of academic and practitioner literature on Customer Relationship
Management (CRM), most of the research in this field being conducted in the Western context.
In the emerging countries of Asia, the difference is not only about the level of technology
adoption and infrastructure, but also about the way decisions are made the and technology is
used to form relations, and the deeply-rooted values of employees and customers who drive the
competitive performance of CRM. These contextual peculiarities of CRM have got important
implications for the sources of competitive performance in the process of CRM.
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