Purpose–To review the academic literature on customer relationship management (CRM),
provide a comprehensive bibliography and propose a method of classifying that literature …

Customer relationship management (CRM) has the potential for achieving success and
growth for organizations in the nowadays environment of extensive competition and rapid …

The role of brand value in driving brand competitiveness has recently received attention
from marketing scholars like Winzar, Baumann, and Chu (2018). From the perspectives of …

Purpose The purpose of this study is to examine the dimensions of entrepreneurial
orientation (EO), knowledge management process (KMP) and dynamic capability (DC) …

Examines critically the origins and basis of'knowledge management', its components and its
development as a field of consultancy practice. Problems in the distinction …

Prompted, in part, by the highly publicized failure of customer relationship management
(CRM) initiatives, academic research on CRM has begun to flourish. While numerous …

Purpose–To examine the impact of organizational learning factors (training available,
technical expertise, and knowledge level) and knowledge management processes …

Interoperability refers to a property of diverse systems and organizations enabling them to
work together. The current exchanges are, however, often inefficient and error-prone …

Customer service is a critical element of a hotel's strategy and an important lever for
differentiation of the hotel's offer. Over the last two decades, information systems have …

Aimed at knowledge management professionals and students in the field of knowledge
management, information science, information systems and software engineering, the book …