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Innovative IT not only enables firms to enhance their overall performance and facilitate inter-organizational relationships and transactions; it also effectively solves the problem of asset specificity and product description. Therefore, future orientation is mainly focused on market rather than hierarchy-based economic activities. At the same time, the(More)
a r t i c l e i n f o This study investigated the influence of the completeness of CRM relational information processes on customer-based relational performance and profit performance. In addition, interaction orientation and CRM readiness were adopted as moderators on the relationship between CRM relational information processes and customer-based(More)
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