Kalaignanam, Kartik; Kushwaha, Tarun; Steenkamp, … - In: Management Science 59 (2013) 3, pp. 748-769
-office customer relationship management (CRM) systems, where the vendor uses its own personnel and software to perform several CRM … negative to very positive. To address this unsatisfactory state of knowledge, we provide and empirically test a contingency …