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Based on the notion that customer data quality is not only a technical but also an organizational problem, this study develops and tests an organizational learning framework of the relationship between organizational processes, customer data quality and firm performance. The findings show that high quality customer data impact both customer and business performance and that the most important driver of customer data quality comes from the executive suite. A large portion of the impact of organizational culture on performance is mediated by customer data quality and data sharing. The results support the presence of a hierarchy of effects for enhancing data quality that runs from organizational learning (committed to a shared vision for CRM data), to cross-functional learning (marketing/IT cooperation, marketing/IT integration) to functional learning (data sharing).", "publicationTitle": "Journal of Interactive Marketing", "publisher": "", "place": "", "date": "Febrero 2013", "volume": "27", "issue": "1", "section": "", "partNumber": "", "partTitle": "", "pages": "1-13", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "Journal of Interactive Marketing", "DOI": "10.1016/j.intmar.2012.05.001", "citationKey": "", "url": "http://www.sciencedirect.com/science/article/pii/S1094996812000230", "accessDate": "2013-01-09T11:43:26Z", "PMID": "", "PMCID": "", "ISSN": "1094-9968", "archive": "", "archiveLocation": "", "shortTitle": "Organizational Learning and CRM Success", "language": "", "libraryCatalog": "ScienceDirect", "callNumber": "", "rights": "", "extra": "", "tags": [ { "tag": "CRM", "type": 1 }, { "tag": "Customer data quality", "type": 1 }, { "tag": "Learning organization", "type": 1 }, { "tag": "Organizational vision", "type": 1 } ], "collections": [ "45SXFC8P" ], "relations": {}, "dateAdded": "2013-01-09T12:15:04Z", "dateModified": "2013-01-09T12:15:04Z" } }, { "key": "3PPA7UMZ", "version": 1, "library": { "type": "group", "id": 129323, "name": "Viva México", "links": { "alternate": { "href": "https://www.zotero.org/groups/viva_mxico", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/129323/items/3PPA7UMZ", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/viva_mxico/items/3PPA7UMZ", "type": "text/html" } }, "meta": { "createdByUser": { "id": 1231526, "username": "alfresco", "name": "", "links": { "alternate": { "href": "https://www.zotero.org/alfresco", "type": "text/html" } } }, "creatorSummary": "Duffy et al.", "parsedDate": "2013-02", "numChildren": 2 }, "data": { "key": "3PPA7UMZ", "version": 1, "itemType": "journalArticle", "title": "Engaging suppliers in CRM: The role of justice in buyer–supplier relationships", "creators": [ { "creatorType": "author", "firstName": "Rachel", "lastName": "Duffy" }, { "creatorType": "author", "firstName": "Andrew", "lastName": "Fearne" }, { "creatorType": "author", "firstName": "Sue", "lastName": "Hornibrook" }, { "creatorType": "author", "firstName": "Karise", "lastName": "Hutchinson" }, { "creatorType": "author", "firstName": "Andrea", "lastName": "Reid" } ], "abstractNote": "Given the crucial role of suppliers in collaborative supply chains, it is surprising that little attention has been paid to the nature and management of supplier relationships in the implementation of a retailer's Customer Relationship Management (CRM) strategy. To address this gap in the extant literature, the theory of organizational justice is used to explore the extent to which perceived fairness in buyer–supplier relationships supports or inhibits supplier engagement with the CRM process. The rationale is that suppliers who feel fairly treated by key retail customers are more likely to invest resources in the acquisition and use of data central to the retailer's CRM strategy. By empirically testing a conceptual model linking downstream CRM to upstream SRM, the results provide evidence to indicate that customer data use is significantly influenced by perceptions of fairness, particularly with respect to the distribution of rewards, and the transparency of decision-making processes. As a key criticism of CRM centers upon the failure of organizations to exploit the full potential of customer data, the results highlight the usefulness of understanding the relational linkages between buyers and suppliers and the consequential behavior of suppliers in terms of engagement with customer data vital to the success of retailers’ CRM strategies.", "publicationTitle": "International Journal of Information Management", "publisher": "", "place": "", "date": "Febrero 2013", "volume": "33", "issue": "1", "section": "", "partNumber": "", "partTitle": "", "pages": "20-27", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "International Journal of Information Management", "DOI": "10.1016/j.ijinfomgt.2012.04.005", "citationKey": "", "url": "http://www.sciencedirect.com/science/article/pii/S026840121200059X", "accessDate": "2013-01-09T11:20:03Z", "PMID": "", "PMCID": "", "ISSN": "0268-4012", "archive": "", "archiveLocation": "", "shortTitle": "Engaging suppliers in CRM", "language": "", "libraryCatalog": "ScienceDirect", "callNumber": "", "rights": "", "extra": "", "tags": [ { "tag": "CRM", "type": 1 }, { "tag": "Fairness", "type": 1 }, { "tag": "Loyalty card", "type": 1 }, { "tag": "Supermarkets", "type": 1 }, { "tag": "Suppliers", "type": 1 } ], "collections": [ "45SXFC8P" ], "relations": {}, "dateAdded": "2013-01-09T12:15:04Z", "dateModified": "2013-01-09T12:15:04Z" } }, { "key": "PJ5R7I22", "version": 1, "library": { "type": "group", "id": 129323, "name": "Viva México", "links": { "alternate": { "href": "https://www.zotero.org/groups/viva_mxico", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/129323/items/PJ5R7I22", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/viva_mxico/items/PJ5R7I22", "type": "text/html" } }, "meta": { "createdByUser": { "id": 1231526, "username": "alfresco", "name": "", "links": { "alternate": { "href": "https://www.zotero.org/alfresco", "type": "text/html" } } }, "creatorSummary": "Li and Huang", "parsedDate": "2012", "numChildren": 2 }, "data": { "key": "PJ5R7I22", "version": 1, "itemType": "journalArticle", "title": "Risk and return of IT investment: evidence from SCM and CRM announcements", "creators": [ { "creatorType": "author", "firstName": "Yangfan", "lastName": "Li" }, { "creatorType": "author", "firstName": "Jinghua", "lastName": "Huang" } ], "abstractNote": "Measuring the effect of investment announcements on a firm's stock performance has become an important method in research on IT/IS business value, especially in the discussion of the consequent changes in corporate risk–return relationship. This paper selects the announcements made by US listed companies that implemented supply chain management (SCM) and customer relationship management (CRM) from 2000 to 2008. By testing the stock performance with event study method, and comparing the differences between sample and control groups, we find that; 1) during the event window, SCM and CRM announcements can bring some degree of risk–adjusted abnormal return, but the return effect is unstable across the years observed; 2) in the long run, there is no abnormal return from SCM and CRM investments; 3) in the long term, SCM and CRM investments do not increase the systematic and unsystematic risk of the companies; 4) some moderating factors may affect the risk and return of SCM and CRM announcements. Our results enrich research on the effect of IT investments on company performance, and contribute to the stream of event studies in IT business value.", "publicationTitle": "International Journal of Networking and Virtual Organisations", "publisher": "", "place": "", "date": "Enero 1, 2012", "volume": "11", "issue": "3", "section": "", "partNumber": "", "partTitle": "", "pages": "290-304", "series": "", "seriesTitle": "", "seriesText": "", "journalAbbreviation": "", "DOI": "10.1504/IJNVO.2012.048911", "citationKey": "", "url": "http://dx.doi.org/10.1504/IJNVO.2012.048911", "accessDate": "2013-01-09T12:06:14Z", "PMID": "", "PMCID": "", "ISSN": "", "archive": "", "archiveLocation": "", "shortTitle": "Risk and return of IT investment", "language": "", "libraryCatalog": "MetaPress", "callNumber": "", "rights": "", "extra": "", "tags": [], "collections": [ "45SXFC8P" ], "relations": {}, "dateAdded": "2013-01-09T12:15:04Z", "dateModified": "2013-01-09T12:15:04Z" } }, { "key": "KT9XGJPT", "version": 1, "library": { "type": "group", "id": 129323, "name": "Viva México", "links": { "alternate": { "href": "https://www.zotero.org/groups/viva_mxico", "type": "text/html" } } }, "links": { "self": { "href": "https://api.zotero.org/groups/129323/items/KT9XGJPT", "type": "application/json" }, "alternate": { "href": "https://www.zotero.org/groups/viva_mxico/items/KT9XGJPT", "type": "text/html" } }, "meta": { "createdByUser": { "id": 1231526, "username": "alfresco", "name": "", "links": { "alternate": { "href": "https://www.zotero.org/alfresco", "type": "text/html" } } }, "creatorSummary": "Ghazanfari et al.", "parsedDate": "2011", "numChildren": 2 }, "data": { "key": "KT9XGJPT", "version": 1, "itemType": "journalArticle", "title": "A tool to evaluate the business intelligence of enterprise systems", "creators": [ { "creatorType": "author", "firstName": "M.", "lastName": "Ghazanfari" }, { "creatorType": "author", "firstName": "M.", "lastName": "Jafari" }, { "creatorType": "author", "firstName": "S.", "lastName": "Rouhani" } ], "abstractNote": "Most organizations still experience a lack of Business Intelligence (BI) in their decision-making processes when implementing enterprise systems, such as Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), and Supply Chain Management (SCM). Consequently, a model and techniques to evaluate and assess the intelligence-level of enterprise systems can improve decision support. This paper proposes an expert tool to evaluate the BI competencies of enterprise systems, and combines a comprehensive review of recent literature with statistical methods for factor analysis. A statistical analysis has identified six factors for the evaluation model: “Analytical and Intelligent Decision-support”, “Providing Related Experimentation and Integration with Environmental Information”, “Optimization and Recommended Model”, “Reasoning”, “Enhanced Decision-making Tools”, and finally, “Stakeholder Satisfaction”. Utilizing the extracted loads of each unique criterion, the intelligence of the work systems can be measured and depicted on six dashboards, based on corresponding factors, actualizing an expert tool that can diagnose the intelligence level of enterprise systems. 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