All Outputs (2)

Intention to use mobile customer relationship management systems (2014)
Journal Article
Karjaluoto, H., Töllinen, A., Pirttiniemi, J., & Jayawardhena, C. (2014). Intention to use mobile customer relationship management systems. Industrial management + data systems, 114(6), 966-978. https://doi.org/10.1108/IMDS-11-2013-0480

© Emerald Group Publishing Limited. Purpose - The purpose of this paper is to investigate the behavioral intentions of business-to-business (B2B) sales managers to use mobile customer relationship management (CRM) systems in the course of their day-t... Read More about Intention to use mobile customer relationship management systems.

Talk up or criticize? Customer responses to WOM about competitors during social interactions (2014)
Journal Article
Ranaweera, C., & Jayawardhena, C. (2014). Talk up or criticize? Customer responses to WOM about competitors during social interactions. Journal of business research, 67(12), 2645-2656. https://doi.org/10.1016/j.jbusres.2014.04.002

Popular metrics such as the Net Promoter Score (NPS) highlights many benefits of word of mouth (WOM) to firms. Is WOM all it is claimed to be? Building on social identity theory, this research develops a conceptual model of WOM exchange in social set... Read More about Talk up or criticize? Customer responses to WOM about competitors during social interactions.