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...

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...

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...

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...

The Integration-Responsiveness framework of Prahalad and Doz (1987) has been used extensively in the international business literature to typify the diverse and often-conflicting environmental pressures confronting firms as they expand worldwide. Although the IR framework has been successfully...

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...

Over the last decade, the international business literature has placed ever-greater emphasis on the role that learning and innovation play in determining multinational and multinational subsidiary performance. The present research seeks to understand the organizational paths leading to such...

Among leading organizations in all sectors there is evidence that successful managers possess the capability to deal with contradictory tensions within their “macro” competitive and institutional environments. Furthermore, the strategic thinking and decision-making capabilities expected of...