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This research evaluates the effect of customer relationship management (CRM) on customer knowledge and customer satisfaction. An analysis of archival data for a cross-section of U.S. firms shows that the use of CRM applications is positively associated with improved customer knowledge and improved customer satisfaction. This article also shows that gains in(More)
Do investments in customer satisfaction lead to excess returns? If so, are these returns associated with higher stock market risk? The empirical evidence presented in this article suggests that the answer to the first question is yes, but equally remarkable, the answer to the second question is no, suggesting that satisfied customers are economic assets(More)
Terms and Conditions of Use provides, in part, that unless you have obtained prior permission, you may not download an entire issue of a journal or multiple copies of articles, and you may use content in the JSTOR archive only for your personal, non-commercial use. Each copy of any part of a JSTOR transmission must contain the same copyright notice that(More)
Prior to pursuing his Ph.D., he worked for ten years in various engineering, marketing, and general management positions with Tata Steel and Tata Ryerson in India. He is primarily interested in understanding how IT contributes to firm performance and how firms can better manage their IT resources. His research has appeared or is forthcoming in the research(More)
A ccording to Jacobson and Mizik [Jacobson, R., N. Mizik. 2009. The financial markets and customer satisfaction: Reexamining possible financial market mispricing of customer satisfaction. Marketing Sci. 28(5) 810–819], excess stock portfolio returns for firms with strong customer satisfaction are small and statistically insignificant, and if there is any(More)
Terms and Conditions of Use provides, in part, that unless you have obtained prior permission, you may not download an entire issue of a journal or multiple copies of articles, and you may use content in the JSTOR archive only for your personal, non-commercial use. Each copy of any part of a JSTOR transmission must contain the same copyright notice that(More)
While researchers have noted the increase in offshoring IT and business processes since the 2000 timeframe, there is limited work on the implications of offshoring for firms and consumers. This research begins to address these implications by studying the relationship between offshoring and customer satisfaction, expressed through the American Customer(More)
Acknowledgements: We thank Department Editor, Associate Editor, anonymous referees of Management Science and seminar participants at WISE 2002 and WISE 2003 for their comments and suggestions that helped us in improving this paper. We are grateful to InformationWeek for providing the necessary IT-investments data for this research. In particular, we would(More)