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Business Process Management Journal

Volume 9 Issue 5

Published: 2003 | Start Page: 566


Special Issue: Electronic customer relationship management
Guest Editor(s): Jerry Fjermestad and Nicholas Romano
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Articles

Articles
Article No: Article Information:
843546 Customer relationship management: strategic lessons and future directions
Rado Kotorov (pp. 566-571)
Keywords: Competitive advantage, Customer relations, Customer service management
ArticleType: Research Paper
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843547 Electronic customer relationship management: Revisiting the general principles of usability and resistance – an integrative implementation framework
Jerry Fjermestad, Nicholas C. Romano Jr (pp. 572-591)
Keywords: Customer relations, Customer service management
ArticleType: Research paper
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843548 Strategic issues in customer relationship management (CRM) implementation
Christopher Bull (pp. 592-602)
Keywords: Customer information, Customer relations, Integration, United Kingdom
ArticleType: Case study
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843549 CRM packaged software: a study of organisational experiences
Ben Light (pp. 603-616)
Keywords: Computer software, Customer information, Customer service management
ArticleType: Research paper
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843550 CRM and customer-centric knowledge management: an empirical research
Constantinos J. Stefanou, Christos Sarmaniotis, Amalia Stafyla (pp. 617-634)
Keywords: Customer relations, Customer satisfaction, Grrece, Knowledge management
ArticleType: Research paper
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843551 The impact of product category on customer dissatisfaction in cyberspace
Yooncheong Cho, Il Im, Jerry Fjermestad, Starr Roxanne Hiltz (pp. 635-651)
Keywords: Complaints, Customer satisfaction, Monetary policy, Product attributes, Purchasing
ArticleType: Research paper
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843552 A framework of dynamic CRM: linking marketing with information strategy
Chung-Hoon Park, Young-Gul Kim (pp. 652-671)
Keywords: Customer information, Customer loyalty, Customer relations
ArticleType: Research paper
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843553 Understanding customer relationship management (CRM): People, process and technology
Injazz J. Chen, Karen Popovich (pp. 672-688)
Keywords: Business process re-engineering, Customer relations, Integration, Relationship marketing
ArticleType: Research Paper
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Guest editorial

Guest editorial
Item No: Item Information
1486013 Guest editorial
Journal: Business Process Management Journal
Vol : 9 Issue: 5
Special Issue: Electronic customer relationship management
Author(s): Jerry Fjermestad, Nicholas C. Romano Jr
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Literati Club

Awards for Excellence
Item No: Item Information
1486014 Awards for Excellence
Journal: Business Process Management Journal
Vol : 9 Issue: 5
Special Issue: Electronic customer relationship management
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