The impact of customer relationship management implementation on cost and profit efficiencies: evidence from the u.s. commercial banking industry

Alexander Krasnikov; Satish Jayachandran; V. Kumar

doi:10.1509/jmkg.73.6.61

The impact of customer relationship management implementation on cost and profit efficiencies: evidence from the u.s. commercial banking industry

Alexander Krasnikov, Satish Jayachandran, V. Kumar

Research output: Contribution to journal › Article › peer-review

Original language	English
Pages (from-to)	61-76
Number of pages	16
Journal	Journal of Marketing
Volume	73
Issue number	6
DOIs	https://doi.org/10.1509/jmkg.73.6.61
State	Published - Nov 2009
Externally published	Yes

ASJC Scopus Subject Areas

Business and International Management
Marketing

Keywords

Cost efficiency
Customer relationship management
Profit efficiency
Stochastic frontier analysis

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10.1509/jmkg.73.6.61

Cite this

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title = "The impact of customer relationship management implementation on cost and profit efficiencies: evidence from the u.s. commercial banking industry",

keywords = "Cost efficiency, Customer relationship management, Profit efficiency, Stochastic frontier analysis",

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The impact of customer relationship management implementation on cost and profit efficiencies: evidence from the u.s. commercial banking industry

ASJC Scopus Subject Areas

Keywords

Access to Document

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