In recent years, customer relationship management (CRM) has been the favoured theme for numerous studies and reports. Yet, there is a lack of systematic empirical evidence regarding the critical success factors (CSFs) for the CRM implementation, the activities that are affected by the use of the...

This work elaborates the impacts of strategically constructed silos that are not byproducts of flagging cross-departmental cooperation or the cumulative effect of decades of decentralized command and control. Rather, these silos are strategically intended structures within organizations. Most...

Mit der Arbeit wird der Versuch unternommen, den Zusammenhängen von Biographie- und individuellen Lernprozessen nachzugehen. Dies erfolgt am Beispiel von acht ostdeutschen ExistenzgründerInnen, die sich nach der Wende in den neuen Bundesländern im Lebensmitteleinzelhandel selbständig gemacht...

The much debated relationship marketing paradigm suggests that the marketingstrategy should be framed in terms of the development of long-term and mutually rewardingcustomer relationships, rather than simply focussing upon the promotion and selling ofproducts and services. Moreover, customer...

Companies carrying out their business activities are looking for the key to long term success under constantly changing circumstances and economic conditions. In order to achieve company goals and in order to satisfy the needs of customers, companies are striving for establishing tight and long...

Given the increasingly competitive environment characterizing many industries, customer service, specifically, post-sales technical support, has evolved as a key source of differentiation and profits. Against this backdrop, firms are looking to cross-sell products during customer service...

Full-text of this article is not available in this e-prints service. This article was originally published [following peer-review] in International Journal of Information Management, published by and copyright Elsevier Science Ltd.

Full-text of this article is not available in this e-prints service. This article was originally published [following peer-review] in Management Decision, published by and copyright Emerald Group Publishing Ltd.

It is generally believed that companies choose supply chain partners on the basis of their distinctive value propositions – a fact one would also expect holds true when companies choose a logistics service provider. However, faced with the complexities of varied customer demands, it can be...