Boston, USA: Harvard Business Pres Cooke FL, Shen J, McBride A (2005). Outsourcing HR as a competitive strategy? A literature review and an assessment of implications. HRM 44(4): 413-432. Mahmoodzadeh, E., Jalalinia, S. & Nekui Yazdi, F. (2009), A business process outsourcing framework based on business process management and knowledge management, Business Process Management Journal, Vol.
Russell, R. S., & Taylor, B. W. (2006). Operation Management: Quality and Competitiveness in a Global Environment (5th ed). New Jersey: John Wiley & Sons, Inc. 25. Westbrook, R. A. ,1987. Product/Consumption-Based Affective Responses and Postpurchase Processes, Journal of Marketing Research 24, pp.
Managing customer relationships effectively and efficiently is made possible by having a customer management relationship solution in place. Being able to track customer data is critical to an organization, this allows them to develop targeted and effective marketing campaigns and accurate sales reports. Interacting with customers frequently is a very important part of a business and by having a customer relationship management program in place supports that and makes this possible. CRM makes it easier for businesses manage a large supply of customer information and supports customer loyalty. The editors of CRM Magazine also point out, “Once thought of as a type of software, CRM has evolved into a custome... ... middle of paper ... ...anagement.
In these days, the ceaselessly alteration in customers’ favoring, globalization and the innovation of technology have forced organizations to adapt and operate in ways that have never been done before. Customers have more choice because of product variation and multichannel sales, the number of competitors in market is rising due to globalization and technology has been developed to increase productivity and decrease cost. All these changes have created a shift in doing business, the traditional business centric where firms create value and deliver to the customer is being challenged. The firm-centric view regards value creation happening inside the firm, ascribing both firm and customer distinct roles as producer and consumer and focusing on “targeting and managing the ‘right’ customer” (Prahalad & Ramaswamy, 2004, p.6). With the development of Internet technology, namely the introduction of Web 2.0 has elevated the communication to a new level where people can interact actively and immediately from anywhere in the world.
524-533 • Hwang, H.S, Moon, C, Chuang, C.L. and Goan, M.J. (2005), “Supplier Selection and Planning Model Using AHP”, International Journal of the Information Systems for Logistics and Management (IJISLM), Vol. 1, No. 1, pp. 47-53 • Thakkar, J. et al 2005 Power, D. Sharafali, M. and Bhakoo, V(2007), “Adding value through outsourcing Contribution of 3PL services to customer performance”, Management Research News, Vol.
Xie, H. Y., & Boggs, D. J. (2006). Corporate branding versus product branding in emerging markets. Marketing Intelligence & Planning, 24(4), 347-364. Zikmund, W. G. (2003).
Journal of Marketing Management, 27(5/6), 539–546. doi:10.1080/0267257X.2010.498141 Zhao. Y., Zhao, Y., & Helsen , K. (2011). Consumer learning in a turbulent market environment: Modeling consumer choice dynamics after a product-harm crisis. Journal of Marketing Research, 48(2), 255–267.
et al., 2009. Managers’ corporate entrepreneurial actions: Examining perception and position. Journal of Business Venturing, 24(3), pp.236–247. Kuratko, D.F. et al., 2005.
About Us. Retrieved April 2, 2014, from http://villagecinemas.com.au/about-us Woodall, T. (2003). Conceptualization Value for the Customer: An Attributional, Structural and Dispositional Analysis, Academy of Marketing Science Review, (2003)12, 1. Retrieved from http://www.amsreview.org/articles/woodall12-2003.pdf Woodruff, R. (1997). Customer Value: The Next Source for Competitive Advantage, Journal of the Academy of Marketing Science, 25 (2), 139-153.