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...

Organizational performance is one of the most important constructs in management research. We review the contexts that frame organizational performance as a dependent variable with specific emphasis on how it is operationalized and measured. The research contexts of past studies are firmly...

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...

The present research examines the differential impact of the importance of internally and externally sourced information and knowledge and its relationship to absorptive capacity and firm performance. In addition, this analysis deals directly with the unobservable heterogeneity amongst firms...