The Effect of CRM Outsourcing on Shareholder Value: A Contingency Perspective

The Effect of CRM Outsourcing on Shareholder Value: A Contingency Perspective

CRM refers to processes that involve interaction with end-users or customers. The increased emphasis on CRM today stems from changes in the business environment, availability of large amounts of data and advances in information technology.Outsourcing of customer relationship management (CRM) process...

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Bibliographic Details
Main Authors: Kartik, Kalaignanam, Kushwaha, Tarun, Steenkamp, Jan-Benedict E. M., TULI, Kapil R.
Format: text
Language:English
Published: Institutional Knowledge at Singapore Management University 2013
Subjects:
outsourcing
customer relationship management
shareholder value
resource based view
Management Information Systems
Marketing
Online Access:https://ink.library.smu.edu.sg/lkcsb_research/3218
https://ink.library.smu.edu.sg/context/lkcsb_research/article/4217/viewcontent/EffectCRMOutsourcing_2012_MS_afv.pdf
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Institution: Singapore Management University
Language: English

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https://ink.library.smu.edu.sg/lkcsb_research/3218
https://ink.library.smu.edu.sg/context/lkcsb_research/article/4217/viewcontent/EffectCRMOutsourcing_2012_MS_afv.pdf

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