Multivariate data analysis (4th ed.): with readings
Multivariate data analysis (4th ed.): with readings
Electronic commerce: a manager's guide
Electronic commerce: a manager's guide
Issues and opinion on structural equation modeling
MIS Quarterly
Information rules: a strategic guide to the network economy
Information rules: a strategic guide to the network economy
Technical opinion: Roadblocks to Web technology adoption?
Communications of the ACM
Business environment and internet commerce benefit: a small business perspective
European Journal of Information Systems
Understanding the Digital Economy: Data. Tools, and Research
Understanding the Digital Economy: Data. Tools, and Research
An Evaluation Model for Electronic Commerce Activities within SMEs
Information Technology and Management
Electronic Commerce Customer Relationship Management: A Research Agenda
Information Technology and Management
Potential of critical e-applications for engaging SMEs in e-business: a provider perspective
European Journal of Information Systems
Is Out of Sight, Out of Mind? An Empirical Study of Social Loafing in Technology-Supported Groups
Information Systems Research
When the Wait Isnt So Bad: The Interacting Effects of Website Delay, Familiarity, and Breadth
Information Systems Research
Journal of Management Information Systems
Journal of Management Information Systems
An Assessment of Electronic Information Transfer in B2B Supply-Channel Relationships
Journal of Management Information Systems
E-Business Adoption by Travel Agencies: Prime Candidates for Mobile e-Business
International Journal of Electronic Commerce
Customer Satisfaction with Electronic Service Encounters
International Journal of Electronic Commerce
Why build a customer relationship management capability?
The Journal of Strategic Information Systems
International Journal of Electronic Commerce
International Journal of Electronic Commerce
Economics and Electronic Commerce: Survey and Directions for Research
International Journal of Electronic Commerce
Organizational Learning as a Foundation of Electronic Commerce in the Network Organization
International Journal of Electronic Commerce
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Research on large firms suggests that dedicated customer relationship management (CRM) software applications play a critical role in creating and sustaining customer relationships. CRM is also of strategic importance to small and medium-sized enterprises (SMEs), but most of them do not employ dedicated CRM software. Instead they use generic Internet-based technologies to manage customer relationships with electronic CRM (eCRM). There has been little research on the extent to which the use of generic Internet technologies contributes to SME performance. The present study fills the gap, building upon the literature on organizational capabilities, marketing, and SMEs to develop a research model with which to explore the relationships between generic Internet technologies, eCRM capabilities, and the resulting performance benefits in the SME context. A survey across 286 SMEs in Ireland finds strong empirical evidence in support of the hypotheses regarding these benefits. The study contributes to managerial decision making by showing how SMEs can use generic Internet technologies to advance their customer relationships and contributes to theory development by conceptualizing eCRM capabilities in an SME context.