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Why Do Customer Relationship Management Applications Affect Customer Satisfaction
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In this article, an analysis of archival data for a cross-section of U.S. firms showed that the use of CRM applications is positively associated with improved customer knowledge and improved customer satisfaction.Abstract:
This research evaluates the effect of customer relationship management (CRM) on customer knowledge and customer satisfaction. An analysis of archival data for a cross-section of U.S. firms shows that the use of CRM applications is positively associated with improved customer knowledge and improved customer satisfaction. This article also shows that gains in customer knowledge are enhanced when firms share their customer-related information with their supply chain partners.read more
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Corporate Social Responsibility, Customer Satisfaction, and Market Value
TL;DR: In this paper, the authors developed and tested a conceptual framework, which predicts that customer satisfaction partially mediates the relationship between CSR and firm market value (i.e., Tobin's q and stock return), and corporate abilities (innovativeness capability and product quality) moderate the financial returns to CSR, and these moderated relationships are mediated by customer satisfaction.
Journal ArticleDOI
Corporate Social Responsibility, Customer Satisfaction, and Market Value
Xueming Luo,C. B. Bhattacharya +1 more
TL;DR: In this article, the authors developed and tested a conceptual framework, which predicts that customer satisfaction partially mediates the relationship between CSR and firm market value (i.e., Tobin's q and stock return), and corporate abilities (innovativeness capability and product quality) moderate the financial returns to CSR, and these moderated relationships are mediated by customer satisfaction.
Journal ArticleDOI
Customer Satisfaction and Shareholder Value
TL;DR: In this paper, the authors develop a theoretical framework that specifies how customer satisfaction affects future customer behavior and, in turn, the level, timing, and risk of future cash flows.
Journal ArticleDOI
The Role of Relational Information Processes and Technology Use in Customer Relationship Management
TL;DR: In this article, the authors examine the key drivers and outcome of relational information processes and the role of technology in implementing CRM using data collected from a diverse sample of firms and show that relational information process play a vital role in enhancing an organization's customer relationship performance.
Journal ArticleDOI
A Customer Relationship Management Roadmap: What Is Known, Potential Pitfalls, and Where to Go
TL;DR: In this article, the authors describe how the special section on customer relationship management (CRM) was developed and describe the activities that were designed to promote interactions among marketing academics and practitioners.
References
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Journal ArticleDOI
The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations.
Reuben M. Baron,David A. Kenny +1 more
TL;DR: This article seeks to make theorists and researchers aware of the importance of not using the terms moderator and mediator interchangeably by carefully elaborating the many ways in which moderators and mediators differ, and delineates the conceptual and strategic implications of making use of such distinctions with regard to a wide range of phenomena.
Journal ArticleDOI
A National Customer Satisfaction Barometer: The Swedish Experience:
TL;DR: Swedish companies and some industries monitor customer satisfaction on a continual basis, but Sweden is the first country to do so on a national level as mentioned in this paper. And the annual Customer Satisfaction Baro...
Journal ArticleDOI
The Antecedents and Consequences of Customer Satisfaction for Firms
TL;DR: In this article, the antecedents and consequences of customer satisfaction were investigated in a survey of 22,300 customers of a variety of major products and services in Sweden in 1989-1990.
Journal ArticleDOI
A resource-based perspective on information technology capability and firm performance: an empirical investigation
TL;DR: The concept of IT as an organizational capability is developed and empirically examining the association between IT capability and firm performance indicates that firms with high IT capability tend to outperform a control sample of firms on a variety of profit and cost-based performance measures.
Journal ArticleDOI
The American Customer Satisfaction Index: Nature, Purpose, and Findings
TL;DR: The American Customer Satisfaction Index (ACSI) as discussed by the authors is a new market-based performance measure for firms, industries, economic sectors, and national economies that measures the satisfaction of customers.
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