客户关系管理系统如何为企业创造价值PDF电子书下载

Introduction 1

Chapter 1 The Business Value of Customer Relationship Management Systems:A Resource-Based Perspective 1

1.1 Introduction 1

1.2 Theoretical Development 5

1.3 The Empirical Study 19

1.4 Results 26

1.5 Discussion 33

1.6 Concluding Remarks 39

1.7 References 40

Chapter 2 IT Governance in Post-Adoption Stages of CRM Diffusion:An Institutional Perspective 49

2.1 Introduction 49

2.2 Theoretical Development 53

2.3 The Conceptual Model and Hypotheses 60

2.4 The Empirical Study 68

2.5 Results 75

2.6 Discussion 79

2.7 Concluding Remarks 87

2.8 References 89

Chapter 3 A Long-Tailed Time Lag of IT Value:The Effects of CRM on Productivity,Profitability,and Market Value 98

3.1 Introduction 98

3.2 Theoretical Development 101

3.3 Data and Methods 105

3.4 Results 116

3.5 Additional Analyses 125

3.6 Discussion 133

3.7 Conclusion 144

3.8 References 146

Conclusion 151