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The Impact of Customer Relationship Management Implementation on Cost and Profit Efficiencies: Evidence from the U.S. Commercial Banking Industry
cost efficiency customer relationship management profit efficiency stochastic frontier analysis
2011/11/1
The impact of customer relationship management (CRM) implementation on firm performance is an issue of considerable debate. This study examines the impact of CRM implementation on two metrics of firm ...
EXPLORING THE DIMENSIONALITY OF SERVICE QUALITY: AN APPLICATION OF TOPSIS IN THE INDIAN BANKING INDUSTRY
banking dimensionality performance evaluation Service quality
2011/11/1
The Indian banking industry is going through turbulent times. With the lowering of entry barriers and blurring product lines of banks and non-banks since the financial sector reforms, banks are functi...
THE FOLLOWER'S DILEMMA: INNOVATION AND IMITATION IN THE PROFESSIONAL SERVICES INDUSTRY
contemplating imitation of a competitor's innovation high environmental uncertainty imitation outcomes
2011/10/29
Firm decision makers contemplating imitation of a competitor's innovation face a dilemma: Imitate a new, unproven offering, or forgo imitation and perhaps miss out on the "next big thing"? Approaching...