How to cite this paper
Mirzamohammadi, S & Fard, F. (2012). Factors affecting productivity and the role of customer relationship management: A case study of home appliance manufacturing.Management Science Letters , 2(1), 55-66.
Refrences
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Adebanjo, D. (2001).Understanding customer satisfaction- a UK food industry case study, British Food Journal, 103(1), 36-45.#
Augusto de Matos, C., Luiz Henrique, J. & de Rosa, F.(2009). The different roles of switching costs on the satisfaction-loyalty relationship, International Journal of Bank Marketing, 27(7), 506-523.#
Ahmed, A. & Ahmed, N., & Salman, A.(2005). Critical issues in packaged food business, British Food Journal, 107(10), 760-780.#
Beck, R., Wigand, R.T., & K?nig, W. (2005). The diffusion and efficient use of electronic commerce among small and medium-sized enterprises: an international three-industry survey, Electronic Markets, 15(1), 38-52.#
Brynjolfsson, E., & Hitt, L.M. (1998). Beyond the productivity paradox. Communications of the ACM, 41(8), 49-55.#
Boel, B. (2003).The European Productivity Agency and transatlantic relations. Museum Tusculanum Press.#
Bowen, J.T & Chen Sh. (2001). The relationship between customer loyalty and customer satisfaction, International Journal of Contemporary Hospitality Management, 13(5), 213-217.#
Bradshaw, D. & Brash, C.(2001). Managing customer relationships in the e-business world: how to personalise computer relationships for increased profitability, International Journal of Retail and Distribution Management, 29(11-12), 520.#
Cetin, B., Akpinar, A. & Ozsayin, D. (2004). The use of information and communication technologies as a critical success factors for marketing in Turkish agri-food companies. Food Reviews International, 20, 221-228.#
Curry, A. & Kkolou, E. (2004), Evaluating CRM to contribute to TQM improvement – a cross-case comparison. The TQM Magazine, 16(5), 314–324.#
Chang, H. H., & Ku, P.W. (2009). Implementation of relationship quality for CRM performance: Acquisition of BPR and organisational learning. Total Quality Management & Business Excellence, 20(3), 327–348.#
Caillaud, E., & Passemard, C. (2001). CIM and virtual enterprises: A case study in SME. International Journal of Computer Integrated Manufacturing, 14(2), 168-174#
Dreyer, B. & Gr?nhaug, K.(2004). Uncertainty, flexibility, and sustained competitive advantage, Journal of Business Research, 57, 484–494.#
Farquhar, J.D., & Panther, T. (2008). Acquiring and retaining customers in UK banks: An exploratory study, Journal of Retailing and Consumer Services, 15, 9–21.#
Francis, B. (2002). Is it worth it? ROI on CRM , presented at the academy of marketing conference , Sydney, Australia.#
Gilbert, R.G.(2000). Measuring internal customer satisfaction, Managing Service Quality, Volume 10(3), 178-186.#
Georgiadis, M., & Lane , K .(2001). Customer marketing organization, Mckinesey and Co, New York.#
Goodhue, D.L., Wixom , B. H. & Watson, H. J. (2002). Realizing business benefits through CRM: hitting the right target in the right way. MIS Quarterly Executive, 1, 79–94.#
Hammer, M, & Champy, J. (1993). Reengineering the corporation. Harper business, New York.#
Homyun J., & Kyonghoon K., & Juhyung K., & Jaejun K.(2009). Labour productivity model for reinforced concrete construction projects. Construction Innovation: Information, Process, Management, 11(1), 92-113. #
Kim, M. & Park, M. & Jeong, D. (2004) the effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services, Telecommunications Policy, 28, 145-159 .#
Kim, H.-S., & Kim Y.G. (2009).A CRM performance measurement framework: Its development process and application. Industrial Marketing Management, 38, 477-489.#
Matzer, M. J. (1998). Productivity Improvement Techniques, Washington, DC, Internationa City Management Association.#
Mohanty, R.P. (1998). Understanding the integrated linkage: quality and productivity, Total Quality Management, 9(8), 753-765.#
National of Iranian Productivity Organization.(1992), Productivity Movement, Tehran, Iran.
Jackson, D. (1994). Relationship Selling: the personalization of relationship marketing Asia. Australia Marketing Journal, 2(1), 45-54.#
Migiro, S. O., & Ocholla, D.N. (2005). Information and communication technologies in small and medium scale tourism enterprises in Durban, South Africa. Information Development, 21, 283- 294.#
Lambert, D. M. (2010). Customer relationship management as a business process. Journal of Business & Industrial Marketing, 25(1), 4–17.#
Locke, S. (2004). ICT adoption and SME growth in New Zealand. Journal of American Academy of Business, 4, 93-102.#
Lin, B. W. (2007). Information technology capability and value creation: Evidence from the US banking industry. Technology in Society, 29, 93–106.#
Lin, R.J., Chen, R.H., & Chiu, K.K.S. (2010). Customer relationship management and innovation capability: an empirical study. Industrial Management & Data Systems, 110(1), 111-133.#
Lybaert, N. (1998). The association between information gathering and success in industrial SMEs: The case of Belgium, Entrepreneurship & Regional Development, 10, 335-351.#
Lawson-Body, A. & Limayem, M. (2004). The impact of customer relationship management on customer loyalty: The moderating role of web site characteristics. Journal of Computer-Mediated Communication, 9(4), 28-38.#
Lindgreen, A., Palmer, R., Vanhamme, J., & Wouters, J. (2006). A relationship-management assessment tool: Questioning, identifying, and prioritizing critical aspects of customer relationships. Industrial Marketing Management,35, 57-71.#
Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. International Journal of Hospitality Management, 18(1), 67-82.#
Prokopenko, J. (1993).Productivity Management, A Practical Handbook.
Prokopenko, J., & North , K. (1996). Productivity and Quality Management: A modular Programme, edited by, ILO.and APO.#
Rahman, Z. (2004). Developing customer oriented service: a case study, Managing Service Quality, 14(5), 426–435.#
Richards, K & Jones, E. (2008). Customer relationship management: Finding value drivers. Industrial Marketing Management ,37, 120-130.#
Sirikrai, S. B., & Tang, J. C. S. (2006). Industrial competitiveness analysis: Using the analytic hierarchy process. Journal of High Technology management Research, 17, 71-83.#
Setijon, D., & Dahlgaard, J.J. (2007). Customer value as a key performance indicator (KPI) and a key improvement indicator (KII). Measuring Business Excellence, 11(2), 44-61.#
Stainer, A. (1997). Capital input and total productivity management. Management Decision, 35(3), 224-232.#
Satoshi ,U. (2006). The impact of Customer Relationship Management, Japan.#
Sumanth, D. J. (1995). Productivity Engineering and Management, McGraw-Hill, Inc Tata Mc Grow- Hill Edition.#
Sin, L.Y.M., Tse A.C.B., & Yim F.H.K.(2005). CRM: Conceptualization and scale development. European journal of marketing, 39(11/12), 1264-1290.#
Sutermeister, R.A. (1969). People and productivity. New York, McGraw Hill.#
Tan, Z. A. & Ouyang, W. (2004).Diffusion and impact of the Internet and e-commerce in China. Electronic Markets, 14, 25-35.#
Tangen, S. (2002b).Understanding the concept of productivity. Proceeding of the 7th Asian-Pacific Industrial Engineering and Management systems Conference, Taipei.#
Zineldin, M. (2005). Quality and customer relationship management (CRM) as competitive strategy in the Swedish banking industry. The TQM Magazine, 17(4), 329-344.#
Zhou, K.Z., Brown, J.R., & Dev, C.S. (2009). Market orientation, competitive advantage, and performance: A demand-based perspective, Journal of Business Research, 62, 1063–1070.#
Adebanjo, D. (2001).Understanding customer satisfaction- a UK food industry case study, British Food Journal, 103(1), 36-45.#
Augusto de Matos, C., Luiz Henrique, J. & de Rosa, F.(2009). The different roles of switching costs on the satisfaction-loyalty relationship, International Journal of Bank Marketing, 27(7), 506-523.#
Ahmed, A. & Ahmed, N., & Salman, A.(2005). Critical issues in packaged food business, British Food Journal, 107(10), 760-780.#
Beck, R., Wigand, R.T., & K?nig, W. (2005). The diffusion and efficient use of electronic commerce among small and medium-sized enterprises: an international three-industry survey, Electronic Markets, 15(1), 38-52.#
Brynjolfsson, E., & Hitt, L.M. (1998). Beyond the productivity paradox. Communications of the ACM, 41(8), 49-55.#
Boel, B. (2003).The European Productivity Agency and transatlantic relations. Museum Tusculanum Press.#
Bowen, J.T & Chen Sh. (2001). The relationship between customer loyalty and customer satisfaction, International Journal of Contemporary Hospitality Management, 13(5), 213-217.#
Bradshaw, D. & Brash, C.(2001). Managing customer relationships in the e-business world: how to personalise computer relationships for increased profitability, International Journal of Retail and Distribution Management, 29(11-12), 520.#
Cetin, B., Akpinar, A. & Ozsayin, D. (2004). The use of information and communication technologies as a critical success factors for marketing in Turkish agri-food companies. Food Reviews International, 20, 221-228.#
Curry, A. & Kkolou, E. (2004), Evaluating CRM to contribute to TQM improvement – a cross-case comparison. The TQM Magazine, 16(5), 314–324.#
Chang, H. H., & Ku, P.W. (2009). Implementation of relationship quality for CRM performance: Acquisition of BPR and organisational learning. Total Quality Management & Business Excellence, 20(3), 327–348.#
Caillaud, E., & Passemard, C. (2001). CIM and virtual enterprises: A case study in SME. International Journal of Computer Integrated Manufacturing, 14(2), 168-174#
Dreyer, B. & Gr?nhaug, K.(2004). Uncertainty, flexibility, and sustained competitive advantage, Journal of Business Research, 57, 484–494.#
Farquhar, J.D., & Panther, T. (2008). Acquiring and retaining customers in UK banks: An exploratory study, Journal of Retailing and Consumer Services, 15, 9–21.#
Francis, B. (2002). Is it worth it? ROI on CRM , presented at the academy of marketing conference , Sydney, Australia.#
Gilbert, R.G.(2000). Measuring internal customer satisfaction, Managing Service Quality, Volume 10(3), 178-186.#
Georgiadis, M., & Lane , K .(2001). Customer marketing organization, Mckinesey and Co, New York.#
Goodhue, D.L., Wixom , B. H. & Watson, H. J. (2002). Realizing business benefits through CRM: hitting the right target in the right way. MIS Quarterly Executive, 1, 79–94.#
Hammer, M, & Champy, J. (1993). Reengineering the corporation. Harper business, New York.#
Homyun J., & Kyonghoon K., & Juhyung K., & Jaejun K.(2009). Labour productivity model for reinforced concrete construction projects. Construction Innovation: Information, Process, Management, 11(1), 92-113. #
Kim, M. & Park, M. & Jeong, D. (2004) the effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services, Telecommunications Policy, 28, 145-159 .#
Kim, H.-S., & Kim Y.G. (2009).A CRM performance measurement framework: Its development process and application. Industrial Marketing Management, 38, 477-489.#
Matzer, M. J. (1998). Productivity Improvement Techniques, Washington, DC, Internationa City Management Association.#
Mohanty, R.P. (1998). Understanding the integrated linkage: quality and productivity, Total Quality Management, 9(8), 753-765.#
National of Iranian Productivity Organization.(1992), Productivity Movement, Tehran, Iran.
Jackson, D. (1994). Relationship Selling: the personalization of relationship marketing Asia. Australia Marketing Journal, 2(1), 45-54.#
Migiro, S. O., & Ocholla, D.N. (2005). Information and communication technologies in small and medium scale tourism enterprises in Durban, South Africa. Information Development, 21, 283- 294.#
Lambert, D. M. (2010). Customer relationship management as a business process. Journal of Business & Industrial Marketing, 25(1), 4–17.#
Locke, S. (2004). ICT adoption and SME growth in New Zealand. Journal of American Academy of Business, 4, 93-102.#
Lin, B. W. (2007). Information technology capability and value creation: Evidence from the US banking industry. Technology in Society, 29, 93–106.#
Lin, R.J., Chen, R.H., & Chiu, K.K.S. (2010). Customer relationship management and innovation capability: an empirical study. Industrial Management & Data Systems, 110(1), 111-133.#
Lybaert, N. (1998). The association between information gathering and success in industrial SMEs: The case of Belgium, Entrepreneurship & Regional Development, 10, 335-351.#
Lawson-Body, A. & Limayem, M. (2004). The impact of customer relationship management on customer loyalty: The moderating role of web site characteristics. Journal of Computer-Mediated Communication, 9(4), 28-38.#
Lindgreen, A., Palmer, R., Vanhamme, J., & Wouters, J. (2006). A relationship-management assessment tool: Questioning, identifying, and prioritizing critical aspects of customer relationships. Industrial Marketing Management,35, 57-71.#
Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. International Journal of Hospitality Management, 18(1), 67-82.#
Prokopenko, J. (1993).Productivity Management, A Practical Handbook.
Prokopenko, J., & North , K. (1996). Productivity and Quality Management: A modular Programme, edited by, ILO.and APO.#
Rahman, Z. (2004). Developing customer oriented service: a case study, Managing Service Quality, 14(5), 426–435.#
Richards, K & Jones, E. (2008). Customer relationship management: Finding value drivers. Industrial Marketing Management ,37, 120-130.#
Sirikrai, S. B., & Tang, J. C. S. (2006). Industrial competitiveness analysis: Using the analytic hierarchy process. Journal of High Technology management Research, 17, 71-83.#
Setijon, D., & Dahlgaard, J.J. (2007). Customer value as a key performance indicator (KPI) and a key improvement indicator (KII). Measuring Business Excellence, 11(2), 44-61.#
Stainer, A. (1997). Capital input and total productivity management. Management Decision, 35(3), 224-232.#
Satoshi ,U. (2006). The impact of Customer Relationship Management, Japan.#
Sumanth, D. J. (1995). Productivity Engineering and Management, McGraw-Hill, Inc Tata Mc Grow- Hill Edition.#
Sin, L.Y.M., Tse A.C.B., & Yim F.H.K.(2005). CRM: Conceptualization and scale development. European journal of marketing, 39(11/12), 1264-1290.#
Sutermeister, R.A. (1969). People and productivity. New York, McGraw Hill.#
Tan, Z. A. & Ouyang, W. (2004).Diffusion and impact of the Internet and e-commerce in China. Electronic Markets, 14, 25-35.#
Tangen, S. (2002b).Understanding the concept of productivity. Proceeding of the 7th Asian-Pacific Industrial Engineering and Management systems Conference, Taipei.#
Zineldin, M. (2005). Quality and customer relationship management (CRM) as competitive strategy in the Swedish banking industry. The TQM Magazine, 17(4), 329-344.#
Zhou, K.Z., Brown, J.R., & Dev, C.S. (2009). Market orientation, competitive advantage, and performance: A demand-based perspective, Journal of Business Research, 62, 1063–1070.#