Title: Customer relationship management and performance, a resource-based view of Iranian internet service industry

Authors: Abbas Keramati, Hamed Mehrabi, Navid Mojir, Mohammad Mousakhani

Addresses: Industrial Engineering Department, University of Tehran, P.O. Box 11155-4563, Tehran, Iran. ' Information Technology Management Department, University of Tehran, P.O. Box 11155-4563, Tehran, Iran. ' Industrial Engineering Department, University of Tehran, P.O. Box 11155-4563, Tehran, Iran. ' Information Technology Management Department, University of Tehran, P.O. Box 11155-4563, Tehran, Iran

Abstract: There are many reports of little payback of customer relationship management (CRM) technologies. This paper investigates about different resources of CRM which should be taken to consideration by firms to enhance its payback. Based on resource based view of the firm, two CRM resources are identified: |technological CRM resources| and |infrastructural CRM resources|. The results of the empirical study on 77 Iranian internet service providers show that firms which have developed the CRM resources better, enjoy better firm performance. It also shows that CRM technology in itself can not create performance differences for firms.

Keywords: customer relationship management; CRM; resource-based view; RBV; empirical study; Iran; internet service providers; ISPs; technology; infrastructure; firm performance.

DOI: 10.1504/IJECRM.2009.025282

International Journal of Electronic Customer Relationship Management, 2009 Vol.3 No.2, pp.103 - 120

Published online: 18 May 2009 *

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