Coltman, Tim; Dolnicar, Sara - In: International Journal of E-Business Research (IJEBR) 3 (2007) 2, pp. 41-56
Most sectors of industry, commerce, and government have reported variation in the performance payoff from electronic customer relationship management (e-CRM). In this paper we build on surprisingly sparse literature regarding the importance of managerial discretion to show that the heterogeneity...