參考文獻 |
Atuahene‐Gima, K., Slater, S. F., & Olson, E. M. (2005). The contingent value of responsive and proactive market orientations for new product program performance. Journal of product innovation management, 22(6), 464-482.
Battor, M., & Battor, M. (2010). The impact of customer relationship management capability on innovation and performance advantages: testing a mediated model. Journal of marketing management, 26(9-10), 842-857.
Benner, M. J., & Tushman, M. L. (2003). Exploitation, exploration, and process management: The productivity dilemma revisited. Academy of management review, 28(2), 238-256.
Berman, S. J., & Hagan, J. (2006). How technology‐driven business strategy can spur innovation and growth. Strategy & Leadership.
Berthon, P., Hulbert, J. M., & Pitt, L. F. (1999). To serve or create? Strategic orientations toward customers and innovation. California management review, 42(1), 37-58.
Calantone, R. J., Cavusgil, S. T., & Zhao, Y. (2002). Learning orientation, firm innovation capability, and firm performance. Industrial marketing management, 31(6), 515-524.
Cambra-Fierro, J. J., Centeno, E., Olavarria, A., & Vazquez-Carrasco, R. (2017). Success factors in a CRM strategy: technology is not all. Journal of Strategic Marketing, 25(4), 316-333.
Campbell, A. J., & Cooper, R. G. (1999). Do customer partnerships improve new product success rates?. Industrial Marketing Management, 28(5), 507-519.
Chang, W., Park, J. E., & Chaiy, S. (2010). How does CRM technology transform into organizational performance? A mediating role of marketing capability. Journal of business research, 63(8), 849-855.
Chang, Y. Y., & Hughes, M. (2012). Drivers of innovation ambidexterity in small-to medium-sized firms. European Management Journal, 30(1), 1-17.
Chang, Y. Y., Hughes, M., & Hotho, S. (2011). Internal and external antecedents of SMEs′ innovation ambidexterity outcomes. Management Decision.
Chaudhuri, S., Dayal, U., & Narasayya, V. (2011). An overview of business intelligence technology. Communications of the ACM, 54(8), 88-98.
Choudhury, M. M., & Harrigan, P. (2014). CRM to social CRM: the integration of new technologies into customer relationship management. Journal of Strategic Marketing, 22(2), 149-176.
Christensen, C. M. (2000). After the gold rush. Innosight LLC, 1-54.
Christensen, C. M., & Bower, J. L. (1996). Customer power, strategic investment, and the failure of leading firms. Strategic management journal, 17(3), 197-218.
Coltman, T. (2007). Why build a customer relationship management capability?. The Journal of Strategic Information Systems, 16(3), 301-320.
Cooper, R. G., & Kleinschmidt, E. J. (1986). An investigation into the new product process: steps, deficiencies, and impact. Journal of Product Innovation Management: An International Publication of the Product Development & Management Association, 3(2), 71-85.
Day, G. S. (1994). The capabilities of market-driven organizations. Journal of marketing, 58(4), 37-52.
Deshpandé, R., Farley, J. U., & Webster Jr, F. E. (1993). Corporate culture, customer orientation, and innovativeness in Japanese firms: a quadrad analysis. Journal of marketing, 57(1), 23-37.
Drucker, P. F. (1954). The Practice of Management. NewYork: Harper and Row Publishers, Inc.
Edinger, S. (2018). Why CRM projects fail and how to make them more successful. Harvard Business Review.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of marketing research, 18(1), 39-50.
Foss, B., Stone, M., & Ekinci, Y. (2008). What makes for CRM system success—Or failure?. Journal of Database Marketing & Customer Strategy Management, 15(2), 68-78.
Frosch, R. A. (1996). The customer for R&D is always wrong!. Research Technology Management, 22-27.
Frow, P., Payne, A., Wilkinson, I. F., & Young, L. (2011). Customer management and CRM: addressing the dark side. Journal of Services Marketing.
Garcia, R., & Calantone, R. (2002). A critical look at technological innovation typology and innovativeness terminology: a literature review. Journal of Product Innovation Management: An international publication of the product development & management association, 19(2), 110-132.
Greenberg, P. (2001). CRM at the speed of light. Berkeley, CA: Osborne.
He, Z. L., & Wong, P. K. (2004). Exploration vs. exploitation: An empirical test of the ambidexterity hypothesis. Organization science, 15(4), 481-494.
Hollebeek, L. D. (2013). The customer engagement/value interface: An exploratory investigation. Australasian Marketing Journal (AMJ), 21(1), 17-24.
Hoyer, W. D., Chandy, R., Dorotic, M., Krafft, M., & Singh, S. S. (2010). Consumer cocreation in new product development. Journal of service research, 13(3), 283-296.
Hulland, J. (1999). Use of partial least squares (PLS) in strategic management research: A review of four recent studies. Strategic management journal, 20(2), 195-204.
Hurley, R. F., & Hult, G. T. M. (1998). Innovation, market orientation, and organizational learning: an integration and empirical examination. Journal of marketing, 62(3), 42-54.
Iriana, R., & Buttle, F. (2007). Strategic, operational, and analytical customer relationship management: attributes and measures. Journal of Relationship Marketing, 5(4), 23-42.
Jansen, J. J., Van Den Bosch, F. A., & Volberda, H. W. (2006). Exploratory innovation, exploitative innovation, and performance: Effects of organizational antecedents and environmental moderators. Management science, 52(11), 1661-1674.
Jaworski, B. J., & Kohli, A. K. (1993). Market orientation: antecedents and consequences. Journal of marketing, 57(3), 53-70.
Jayachandran, S., Sharma, S., Kaufman, P., & Raman, P. (2005). The role of relational information processes and technology use in customer relationship management. Journal of marketing, 69(4), 177-192.
Kohli, A. K., & Jaworski, B. J. (1990). Market orientation: the construct, research propositions, and managerial implications. Journal of marketing, 54(2), 1-18.
Langerak, F. (2003). An appraisal of research on the predictive power of market orientation. European Management Journal, 21(4), 447-464.
Levinthal, D. A., & March, J. G. (1993). The myopia of learning. Strategic management journal, 14(S2), 95-112.
Magnusson, P. R. (2003). Benefits of involving users in service innovation. European Journal of Innovation Management.
March, J. G. (1991). Exploration and exploitation in organizational learning. Organization science, 2(1), 71-87.
Mavondo, F. T., & Farrell, M. A. (2000). Measuring market orientation: are there differences between business marketers and consumer marketers?. Australian journal of management, 25(2), 223-244.
McDermott, C. M., & Prajogo, D. I. (2012). Service innovation and performance in SMEs. International Journal of Operations & Production Management.
Miller, D., & Friesen, P. H. (1982). Innovation in conservative and entrepreneurial firms: Two models of strategic momentum. Strategic management journal, 3(1), 1-25.
Moore, W. L. (1987). New product development practices of industrial marketers. Journal of Product Innovation Management, 4(1), 6-20.
Nambisan, S. (2002). Designing virtual customer environments for new product development: Toward a theory. Academy of management review, 27(3), 392-413.
Narver, J. C., & Slater, S. F. (1990). The effect of a market orientation on business profitability. Journal of marketing, 54(4), 20-35.
Narver, J. C., Slater, S. F., & MacLachlan, D. L. (2004). Responsive and proactive market orientation and new‐product success. Journal of product innovation management, 21(5), 334-347.
Navimipour, N. J., & Soltani, Z. (2016). The impact of cost, technology acceptance and employees′ satisfaction on the effectiveness of the electronic customer relationship management systems. Computers in Human Behavior, 55, 1052-1066.
O’Reilly III, C. A., & Tushman, M. L. (2008). Ambidexterity as a dynamic capability: Resolving the innovator′s dilemma. Research in organizational behavior, 28, 185-206.
Ottum, B. D., & Moore, W. L. (1997). The role of market information in new product success/failure. Journal of Product Innovation Management: an international publication of the product development & management association, 14(4), 258-273.
Panayides, P. (2006). Enhancing innovation capability through relationship management and implications for performance. European Journal of Innovation Management.
Payne, A., & Frow, P. (2005). A strategic framework for customer relationship management. Journal of marketing, 69(4), 167-176.
Porter, M. E. (1990). The competitive advantage of nations. Harvard business review, 68(2), 73-93.
Rapp, A., Trainor, K. J., & Agnihotri, R. (2010). Performance implications of customer-linking capabilities: Examining the complementary role of customer orientation and CRM technology. Journal of Business research, 63(11), 1229-1236.
Reinartz, W., Krafft, M., & Hoyer, W. D. (2004). The customer relationship management process: Its measurement and impact on performance. Journal of marketing research, 41(3), 293-305.
Saleh, S. D., & Wang, C. K. (1993). The management of innovation: strategy, structure, and organizational climate. IEEE transactions on engineering management, 40(1), 14-21.
Slater, S. F., Mohr, J. J., & Sengupta, S. (2014). Radical product innovation capability: Literature review, synthesis, and illustrative research propositions. Journal of Product Innovation Management, 31(3), 552-566.
Slater, S. F., & Narver, J. C. (1994). Market orientation, customer value, and superior performance. Business horizons, 37(2), 22-28.
Slater, S. F., & Narver, J. C. (1995). Market orientation and the learning organization. Journal of marketing, 59(3), 63-74.
Soto-Acosta, P., Popa, S., & Martinez-Conesa, I. (2018). Information technology, knowledge management and environmental dynamism as drivers of innovation ambidexterity: a study in SMEs. Journal of Knowledge Management.
Su, C. T., Chen, Y. H., & Sha, D. Y. (2006). Linking innovative product development with customer knowledge: a data-mining approach. Technovation, 26(7), 784-795.
Sun, B. (2006). Invited Commentary—Technology Innovation and Implications for Customer Relationship Management. Marketing Science, 25(6), 594-597.
Taherparvar, N., Esmaeilpour, R., & Dostar, M. (2014). Customer knowledge management, innovation capability and business performance: a case study of the banking industry. Journal of knowledge management.
Trainor, K. J., Andzulis, J. M., Rapp, A., & Agnihotri, R. (2014). Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM. Journal of Business Research, 67(6), 1201-1208.
Trepper, C. (2000). Customer care goes end-to-end. InformationWeek, (786), 55-55.
Wong, C. Y., Boon-Itt, S., & Wong, C. W. (2011). The contingency effects of environmental uncertainty on the relationship between supply chain integration and operational performance. Journal of Operations management, 29(6), 604-615.
Zairi, M. (1995). Top‐down innovation for bottom‐up results. World Class Design to Manufacture.
Zhang, J., & Duan, Y. (2010). The impact of different types of market orientation on product innovation performance. Management decision. |