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...