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...

In their seminal work, Nonaka and Takeuchi (1995) highlighted the critical importance of knowledge creation to the long-term success of the organization. However, the scarcity of empirical work on knowledge creation has limited our understanding of the overall organizational process involved. To...