How to cite this paper
Suherna, S. (2021). Empirical examination of customer relationship management on the market penetration capabilities and marketing performance in the SME sector.Management Science Letters , 11(2), 681-688.
Refrences
Aldrich, H., & Zimmer. C. (1986). Entrepreneurship through social networks. New York: Ballinger.
Aldrich, H., Birley, S., Dubini, P., Greve, A., Johannisson, B., Reese, P. R., & Sakano, T. (1991, April). The generic entrepreneur? Insights from a multinational research project.
Amit, R., & Shoemaker, P. (1993). Specialized assets and organizational rent. Strategic Management Journal, 14(1), 33-47.
Ariyawardana, A. (2003). Sources of competitive advantage and firm performance: The case of Sri Lankan value-added tea producers. Asia Pacific Journal of Management, 20(1), 73-90.
Burt, R. S. (2001). Closure as social capital. Social capital: Theory and research, 31-55.
Chell, E., & Baines, S. (2000). Networking, entrepreneurship and microbusiness behaviour. Entrepreneurship & Regional Development, 12(3), 195-215.
Clark, B. H. (2000). Managerial perceptions of marketing performance: efficiency, adaptability, effectiveness and satisfaction. Journal of Strategic Marketing, 8(1), 3-25.
Cooper, A. C., Folta, T. B., & Woo, C. (1995). Entrepreneurial information search. Journal of Business Venturing, 10(2), 107-120.
Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: an interpersonal influence perspective. Journal of Marketing, 54(3), 68-81.
Cunningham, J. B., & Lischeron, J. (1991). Defining entrepreneurship. Journal of Small Business Management, 29(1), 45-61.
Davis, C. H., & Sun, E. (2006). Business development capabilities in information technology SMEs in a regional economy: An exploratory study. The Journal of Technology Transfer, 31(1), 145-161.
Day, G. S. (1994). The capabilities of market-driven organizations. Journal of marketing, 58(4), 37-52.
Day, G. S. (1999). Market driven strategy: process for creating value: with a new information. Free.
Day, G. S. (2000). Managing market relationships. Journal of the Academy of Marketing Science, 28(1), 24-30.
Day, G. S. (2002). Managing the market learning process. Journal of business & industrial marketing.
Day, G. S. (2004). Achieving advantage with a new dominant logic, in invited commentaries on evolving to a new dominant logic for marketing. In Journal of Marketing.
Day, G. S., & Wensley, R. (1988). Assessing advantage: a framework for diagnosing competitive superiority. Journal of marketing, 52(2), 1-20.
Department of Industry and Trade, Office of Cooperatives and SMEs. (2011). SMEs database. Banten: Department of Industry and Trade, Office of Cooperatives and SMEs
Dharmmesta, B. S. (1997). Meningkatkan Daya Saing Perusahaan Dalam Era Persaingan Global. Jurnal Kajian Bisnis, 47-60.
Diosdad, A. (2003). Pengaruh Budaya Perusahaan Terhadap Keunggulan Bersaing. Jurnal Sains Pemasaran Indonesia, 2(3), 256-278.
Doney, P. M., & Cannon, J. P. (1997). An examination of the nature of trust in buyer–seller relationships. Journal of Marketing, 61(2), 35-51.
Dowling, G. (2002). Customer relationship management: in B2C markets, often less is more. California Management Review, 44(3), 87-104.
Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing buyer-seller relationships. Journal of Marketing, 51(2), 11-27.
Ferdinand, A. (2000). Manajemen pemasaran: Sebuah pendekatan stratejik. Research Paper Series, 1, 1-55.
Ferdinand, A. (2006). Metode penelitian manajemen.
Fischer, E., & Reuber, A. R. (2003). Support for rapid‐growth firms: a comparison of the views of founders, government policymakers, and private sector resource providers. Journal of Small Business Management, 41(4), 346-365.
Florin, J., Lubatkin, M., & Schulze, W. (2003). A social capital model of high-growth ventures. Academy of Management Journal, 46(3), 374-384.
Foley, A., & Fahy, J. (2009). Seeing market orientation through a capabilities lens. European Journal of Marketing, 43(1/2), 13-20.
Ford, M. E. (1982). Social cognition and social competence in adolescence. Developmental psychology, 18(3), 323.
Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships. Journal of Marketing, 58(2), 1-19.
Gimeno, J., & Woo, C. Y. (1999). Multimarket contact, economies of scope, and firm performance. Academy of Management Journal, 42(3), 239-259.
Greeve, J., Philipsen, A., Krause, K., Klapper, W., Heidorn, K., Castle, B. E., ... & Parwaresch, R. (2003). Expression of activation-induced cytidine deaminase in human B-cell non-Hodgkin lymphomas. Blood, The Journal of the American Society of Hematology, 101(9), 3574-3580.
Gremler, D. D., & Brown, S. W. (1996). Service loyalty: its nature, importance, and implications. Advancing service quality: A global perspective, 5(1), 171-181.
Gruner, K. E., & Homburg, C. (2000). Does customer interaction enhance new product success?. Journal of Business Research, 49(1), 1-14.
Gullota, T. P., Adams, G. R., & Markstrom, C. (1999). La experiencia de los adolescentes.
Hadjimanolis, A. (2000). An investigation of innovation antecedents in small firms in the context of a small developing country. R y D Management.
Hansen, E. L. (1995). Entrepreneurial networks and new organization growth. Entrepreneurship Theory and Practice, 19(4), 7-19.
Huber, P. (2007). Regional labour market developments in transition: A survey of the empirical literature. The European Journal of Comparative Economics, 4(2), 263.
Hunt, S. D., & Morgan, R. M. (1994). Relationship marketing in the era of network competition. Marketing Management, 3(1), 18.
Jarillo, J. C. (1989). Entrepreneurship and growth: The strategic use of external resources. Journal of Business Venturing, 4(2), 133-147.
Kohli, A. K., & Jaworski, B. J. (1990). Market orientation: the construct, research propositions, and managerial implications. Journal of Marketing, 54(2), 1-18.
Lai, Y. L., Hsu, M. S., Lin, F. J., Chen, Y. M., & Lin, Y. H. (2014). The effects of industry cluster knowledge management on innovation performance. Journal of Business Research, 67(5), 734-739.
Lee, C., Lee, K., & Pennings, J. M. (2001). Internal capabilities, external networks, and performance: a study on technology‐based ventures. Strategic Management Journal, 22(6‐7), 615-640.
Li, Y., & Lyons, B. (2012). Market structure, regulation and the speed of mobile network penetration. International Journal of Industrial Organization, 30(6), 697-707.
Lim, G. H., Lee, K. S., & Tan, S. J. (2001). Gray marketing as an alternative market penetration strategy for entrepreneurs: Conceptual model and case evidence. Journal of Business Venturing, 16(4), 405-427.
McKenna, R. (1991). Marketing is everything.
Mulhern, F. J. (1999). Customer profitability analysis: Measurement, concentration, and research directions. Journal of Interactive Marketing, 13(1), 25-40.
Mufti, M.Y., Pudjiarti, E.S., & Susetyo, D. (2019). Analysis of Second Order Person- Environment Fit on Innovative Work Behavior and Individual Performance. Arthatama 3(2), 1-17
Nahapiet, J., & Ghoshal, S. (1998). Social capital, intellectual capital, and the organizational advantage. Academy of Management Review, 23(2), 242-266.
Niraj, R., Gupta, M., & Narasimhan, C. (2001). Customer profitability in a supply chain. Journal of Marketing, 65(3), 1-16.
Noordewier, T. G., John, G., & Nevin, J. R. (1990). Performance outcomes of purchasing arrangements in industrial buyer-vendor relationships. Journal of Marketing, 54(4), 80-93.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Understanding customer expectations of service. Sloan Management Review, 32(3), 39-48.
Porter, M. E. (1985). Technology and competitive advantage. The Journal of Business Strategy, 5(3), 60.
Reinartz, W. J., Hoyer, W., & Krafft, M. (2003). Measuring the customer relationship management construct and linking it to performance outcomes. Fontainebleau: Insead.
Reinartz, W., Thomas, J. S., & Kumar, V. (2005). Balancing acquisition and retention resources to maximize customer profitability. Journal of Marketing, 69(1), 63-79.
Siau, K., & Shen, Z. (2003). Building customer trust in mobile commerce. Communications of the ACM, 46(4), 91-94.
Suhendi, A. (2009). Keunggulan Kompetitif Melalui Strategi Penguasaan Wilayah, Kompetensi Sumber Daya Manusia Dan Orientasi Pasar (Studi Kasus Pada PT. Indosat Tbk) (Doctoral dissertation, program Pascasarjana Universitas Diponegoro).
Treacy, M., & Wiersema, F. (1995). How market leaders keep their edge. Fortune, 131(2), 52-57.
Valkokari, K., & Helander, N. (2007). Knowledge management in different types of strategic SME networks. Management Research News.
Vorhies, D. W., & Morgan, N. A. (2005). Benchmarking marketing capabilities for sustainable competitive advantage. Journal of Marketing, 69(1), 80-94.
Voss, G. B., & Voss, Z. G. (2000). Strategic orientation and firm performance in an artistic environment. Journal of Marketing, 64(1), 67-83.
Wiklund, J. (1999). The sustainability of the entrepreneurial orientation—performance relationship. Entrepreneurship Theory and Practice, 24(1), 37-48.
Zhao, L., & Aram, J. D. (1995). Networking and growth of young technology-intensive ventures in China. Journal of Business Venturing, 10(5), 349-370.
Aldrich, H., Birley, S., Dubini, P., Greve, A., Johannisson, B., Reese, P. R., & Sakano, T. (1991, April). The generic entrepreneur? Insights from a multinational research project.
Amit, R., & Shoemaker, P. (1993). Specialized assets and organizational rent. Strategic Management Journal, 14(1), 33-47.
Ariyawardana, A. (2003). Sources of competitive advantage and firm performance: The case of Sri Lankan value-added tea producers. Asia Pacific Journal of Management, 20(1), 73-90.
Burt, R. S. (2001). Closure as social capital. Social capital: Theory and research, 31-55.
Chell, E., & Baines, S. (2000). Networking, entrepreneurship and microbusiness behaviour. Entrepreneurship & Regional Development, 12(3), 195-215.
Clark, B. H. (2000). Managerial perceptions of marketing performance: efficiency, adaptability, effectiveness and satisfaction. Journal of Strategic Marketing, 8(1), 3-25.
Cooper, A. C., Folta, T. B., & Woo, C. (1995). Entrepreneurial information search. Journal of Business Venturing, 10(2), 107-120.
Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: an interpersonal influence perspective. Journal of Marketing, 54(3), 68-81.
Cunningham, J. B., & Lischeron, J. (1991). Defining entrepreneurship. Journal of Small Business Management, 29(1), 45-61.
Davis, C. H., & Sun, E. (2006). Business development capabilities in information technology SMEs in a regional economy: An exploratory study. The Journal of Technology Transfer, 31(1), 145-161.
Day, G. S. (1994). The capabilities of market-driven organizations. Journal of marketing, 58(4), 37-52.
Day, G. S. (1999). Market driven strategy: process for creating value: with a new information. Free.
Day, G. S. (2000). Managing market relationships. Journal of the Academy of Marketing Science, 28(1), 24-30.
Day, G. S. (2002). Managing the market learning process. Journal of business & industrial marketing.
Day, G. S. (2004). Achieving advantage with a new dominant logic, in invited commentaries on evolving to a new dominant logic for marketing. In Journal of Marketing.
Day, G. S., & Wensley, R. (1988). Assessing advantage: a framework for diagnosing competitive superiority. Journal of marketing, 52(2), 1-20.
Department of Industry and Trade, Office of Cooperatives and SMEs. (2011). SMEs database. Banten: Department of Industry and Trade, Office of Cooperatives and SMEs
Dharmmesta, B. S. (1997). Meningkatkan Daya Saing Perusahaan Dalam Era Persaingan Global. Jurnal Kajian Bisnis, 47-60.
Diosdad, A. (2003). Pengaruh Budaya Perusahaan Terhadap Keunggulan Bersaing. Jurnal Sains Pemasaran Indonesia, 2(3), 256-278.
Doney, P. M., & Cannon, J. P. (1997). An examination of the nature of trust in buyer–seller relationships. Journal of Marketing, 61(2), 35-51.
Dowling, G. (2002). Customer relationship management: in B2C markets, often less is more. California Management Review, 44(3), 87-104.
Dwyer, F. R., Schurr, P. H., & Oh, S. (1987). Developing buyer-seller relationships. Journal of Marketing, 51(2), 11-27.
Ferdinand, A. (2000). Manajemen pemasaran: Sebuah pendekatan stratejik. Research Paper Series, 1, 1-55.
Ferdinand, A. (2006). Metode penelitian manajemen.
Fischer, E., & Reuber, A. R. (2003). Support for rapid‐growth firms: a comparison of the views of founders, government policymakers, and private sector resource providers. Journal of Small Business Management, 41(4), 346-365.
Florin, J., Lubatkin, M., & Schulze, W. (2003). A social capital model of high-growth ventures. Academy of Management Journal, 46(3), 374-384.
Foley, A., & Fahy, J. (2009). Seeing market orientation through a capabilities lens. European Journal of Marketing, 43(1/2), 13-20.
Ford, M. E. (1982). Social cognition and social competence in adolescence. Developmental psychology, 18(3), 323.
Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationships. Journal of Marketing, 58(2), 1-19.
Gimeno, J., & Woo, C. Y. (1999). Multimarket contact, economies of scope, and firm performance. Academy of Management Journal, 42(3), 239-259.
Greeve, J., Philipsen, A., Krause, K., Klapper, W., Heidorn, K., Castle, B. E., ... & Parwaresch, R. (2003). Expression of activation-induced cytidine deaminase in human B-cell non-Hodgkin lymphomas. Blood, The Journal of the American Society of Hematology, 101(9), 3574-3580.
Gremler, D. D., & Brown, S. W. (1996). Service loyalty: its nature, importance, and implications. Advancing service quality: A global perspective, 5(1), 171-181.
Gruner, K. E., & Homburg, C. (2000). Does customer interaction enhance new product success?. Journal of Business Research, 49(1), 1-14.
Gullota, T. P., Adams, G. R., & Markstrom, C. (1999). La experiencia de los adolescentes.
Hadjimanolis, A. (2000). An investigation of innovation antecedents in small firms in the context of a small developing country. R y D Management.
Hansen, E. L. (1995). Entrepreneurial networks and new organization growth. Entrepreneurship Theory and Practice, 19(4), 7-19.
Huber, P. (2007). Regional labour market developments in transition: A survey of the empirical literature. The European Journal of Comparative Economics, 4(2), 263.
Hunt, S. D., & Morgan, R. M. (1994). Relationship marketing in the era of network competition. Marketing Management, 3(1), 18.
Jarillo, J. C. (1989). Entrepreneurship and growth: The strategic use of external resources. Journal of Business Venturing, 4(2), 133-147.
Kohli, A. K., & Jaworski, B. J. (1990). Market orientation: the construct, research propositions, and managerial implications. Journal of Marketing, 54(2), 1-18.
Lai, Y. L., Hsu, M. S., Lin, F. J., Chen, Y. M., & Lin, Y. H. (2014). The effects of industry cluster knowledge management on innovation performance. Journal of Business Research, 67(5), 734-739.
Lee, C., Lee, K., & Pennings, J. M. (2001). Internal capabilities, external networks, and performance: a study on technology‐based ventures. Strategic Management Journal, 22(6‐7), 615-640.
Li, Y., & Lyons, B. (2012). Market structure, regulation and the speed of mobile network penetration. International Journal of Industrial Organization, 30(6), 697-707.
Lim, G. H., Lee, K. S., & Tan, S. J. (2001). Gray marketing as an alternative market penetration strategy for entrepreneurs: Conceptual model and case evidence. Journal of Business Venturing, 16(4), 405-427.
McKenna, R. (1991). Marketing is everything.
Mulhern, F. J. (1999). Customer profitability analysis: Measurement, concentration, and research directions. Journal of Interactive Marketing, 13(1), 25-40.
Mufti, M.Y., Pudjiarti, E.S., & Susetyo, D. (2019). Analysis of Second Order Person- Environment Fit on Innovative Work Behavior and Individual Performance. Arthatama 3(2), 1-17
Nahapiet, J., & Ghoshal, S. (1998). Social capital, intellectual capital, and the organizational advantage. Academy of Management Review, 23(2), 242-266.
Niraj, R., Gupta, M., & Narasimhan, C. (2001). Customer profitability in a supply chain. Journal of Marketing, 65(3), 1-16.
Noordewier, T. G., John, G., & Nevin, J. R. (1990). Performance outcomes of purchasing arrangements in industrial buyer-vendor relationships. Journal of Marketing, 54(4), 80-93.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Understanding customer expectations of service. Sloan Management Review, 32(3), 39-48.
Porter, M. E. (1985). Technology and competitive advantage. The Journal of Business Strategy, 5(3), 60.
Reinartz, W. J., Hoyer, W., & Krafft, M. (2003). Measuring the customer relationship management construct and linking it to performance outcomes. Fontainebleau: Insead.
Reinartz, W., Thomas, J. S., & Kumar, V. (2005). Balancing acquisition and retention resources to maximize customer profitability. Journal of Marketing, 69(1), 63-79.
Siau, K., & Shen, Z. (2003). Building customer trust in mobile commerce. Communications of the ACM, 46(4), 91-94.
Suhendi, A. (2009). Keunggulan Kompetitif Melalui Strategi Penguasaan Wilayah, Kompetensi Sumber Daya Manusia Dan Orientasi Pasar (Studi Kasus Pada PT. Indosat Tbk) (Doctoral dissertation, program Pascasarjana Universitas Diponegoro).
Treacy, M., & Wiersema, F. (1995). How market leaders keep their edge. Fortune, 131(2), 52-57.
Valkokari, K., & Helander, N. (2007). Knowledge management in different types of strategic SME networks. Management Research News.
Vorhies, D. W., & Morgan, N. A. (2005). Benchmarking marketing capabilities for sustainable competitive advantage. Journal of Marketing, 69(1), 80-94.
Voss, G. B., & Voss, Z. G. (2000). Strategic orientation and firm performance in an artistic environment. Journal of Marketing, 64(1), 67-83.
Wiklund, J. (1999). The sustainability of the entrepreneurial orientation—performance relationship. Entrepreneurship Theory and Practice, 24(1), 37-48.
Zhao, L., & Aram, J. D. (1995). Networking and growth of young technology-intensive ventures in China. Journal of Business Venturing, 10(5), 349-370.