In this paper, we examine the impact of customer relationship management (CRM) on firm performance using a hierarchical construct model. Using the resource-based view (RBV) of the firm, strategic CRM is conceptualized as an endogenously determined function of the organization’s ability to...

Despite the waning of popular enthusiasm for e-business following the bursting of the tech bubble, there is still considerable awareness amongst leading corporations of the strategic potential of the Internet and related technologies. What remains poorly understood is why certain firms are...

According to the extant service operations management literature, substantial gains can be achieved for providers that are adept at aligning internal operational capabilities with customer needs. However, the most influential models in the field attempt to explain this alignment without regard...

There is a great divide between the degree to which academic research accounts for the role of managerial discretion in firm performance and the weight given by the popular press and financial community to the importance of the management of an organization. In this paper we begin to bridge this...

The service value proposition plays a key role in defining the most appropriate mix of components in service operations management. However, service companies often find it difficult to obtain a good understanding of how customers differentially value the service components that are offered by...

As the Internet continues to grow in size and capability, many firms are implementing Web-based applications and Internet-derived economic change continues to occur. If this change is revolutionary, now or in the near future, then many managers will be required to rethink their firm strategies...

There is a great divide between the degree to which academic research accounts for the role of managerial discretion in firm performance and the weight given by the popular press and financial community to the importance of the management of an organization. The purpose of this paper is to...

The aim of this paper is to provide clues to industry and academia on how best to approach the challenge of developing a sustainable supply chain. A case study was undertaken of the Westpac Banking Corporation – one of the world's most socially responsible banks – to examine how they...