کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
1027665 942254 2012 11 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Does customer information usage improve a firm's performance in business-to-business markets?
موضوعات مرتبط
علوم انسانی و اجتماعی مدیریت، کسب و کار و حسابداری بازاریابی و مدیریت بازار
پیش نمایش صفحه اول مقاله
Does customer information usage improve a firm's performance in business-to-business markets?
چکیده انگلیسی

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.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Industrial Marketing Management - Volume 41, Issue 6, August 2012, Pages 984–994
نویسندگان
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