کد مقاله | کد نشریه | سال انتشار | مقاله انگلیسی | نسخه تمام متن |
---|---|---|---|---|
1027665 | 942254 | 2012 | 11 صفحه PDF | دانلود رایگان |

This study investigates how different ways of using customer information affects a firm's performance in business-to-business markets. This study focuses on two different types of information usages, action-oriented and knowledge-enhancing information usage. Results from Partial Least Squares analysis show that action-oriented customer information usage, direct information usage, contributes to customer performance, but not directly to business performance. Furthermore, the findings indicate that the extent of customer information collected within a company and the sharing of this information improves both direct and indirect customer information usages. Implications for managers and avenues for further research are discussed.
► We study two types of customer information usages in business companies.
► Direct customer information usage has a positive effect on customer performance.
► Amount of information collected and sharing it contributes to better usage of customer information.
Journal: Industrial Marketing Management - Volume 41, Issue 6, August 2012, Pages 984–994