How to cite this paper
Hakkak, M., Esmaeili, M & Mirzaei, M. (2012). An investigation on role of customer relationship management (CRM) in increasing organizational effectiveness.Management Science Letters , 2(8), 2827-2832.
Refrences
Abbasi, M.R, & Turkmen, M. (2010). Theoretical model of customer relationship management (CRM). Quarterly Business Review, 41, 4-5.
Baumeister, H. (2002).Customer relationship management for SME’s. Institutfur Informatik, LMU, Oettingenstr. 67, D-80538 Munchen, Germany, 1–7.
Boxwell, L. (2000). Customer relationship management: Project A. 87701899 February.
Cameron, K. (1979). Evaluating Organizational Effectiveness in organized Anarchies. presented in Meeting of the Academy of Management
Cameron, K. S., & Whetten, D. A. (1983). Organizational effectiveness: A comparison of multiple model. New York: Academic Press
Cameron, K. S., & Whetten, D. A. (1996). Organization effectiveness and quality: the second generation. Reprinted from higher education: handbook of theory and research, Agathon press, New York
Chen, J., Russell, Ching, K.H., Eldon, Y., & Li, Yiling Liao (2004). An exploratory study of the effects of CRM practices on CRM effectiveness and business performance. Fourth International Conference on Electronic Business (ICEB2004) / Beijing
Daft, R. L. (1999). Leadership : Theory and practice. Orlando, FL : The Dryden.
Day, G. S. (2004). Achieving Advantage with a New Dominant Logic. Journal of Marketing, 68 (January), 18-19.
Day, G.S., & VandenBulte, C. (2002). Superiority in customer relationship management: consequences for competitive advantage and performance. The Wharton school, university of Pennsylvania, 1-49.
Etzioni, A. (1975). A comparative analysis of complex organizations (Rev. ed.). New York: Free Press
Faghihi, A., & Mousavi, Z. (2010). Efficiency measurement model (effectiveness and efficiency) in the Iranian government services. Journal of Public Management, 2(4).
Gray, P., & Byun, J. (2001). Customer Relationship Management: Practical Tips for successful Implementation
Harkiranpal, S. (2006). The importance of customer satisfaction in relation to customer loyalty and retention. Asia Pacific University
Hodge, B. J., & Anthony, W. P. (1988). Organization Theory. 3rd ed., London, Allyn & Bacon Inc
Jabbari, R. (2009). Provide a framework for evaluating the performance of customer relationship management (CRM).Unpublished master’s thesis, Tehran University
Keramati, A., mshky, H., & Nazari, S. (2010). Identifying risk factors and the priority ranking of project implementation, Customer relationship management in Iran. Journal of Business Research, 5. [In Persian].
Keramati, M. A., & Nikzad, M. (2009). Evaluation of the key success factors in customer relationship management strategy of textile industry (with a phased approach). Journal of Textile Science and Technology, 4(1).
Khalid, R.,Haslina, M., Huda I.( 2011). Customer Relationship Management (CRM) Processes from Theory to Practice: The Pre-implementation Plan of CRM System. International Journal of e-Education, e-Business, e Management and e-Learning, 1.
Lawson-Body, A., & Limayem, M. (2004). The impact of customer relationship management on customer loyalty: The moderating role of website characteristics. Journal of Computer-Mediated Communication, 9(4), http://www.ascusc.org/jcmc.
Mani,L. R. S.( 2011). Organization Effectiveness in Management Education Institutions. ICOQM.
Mehrabi, H. (2008). Model for assessing the impact of customer relationship management (CRM) on performance of companies and organizations, Unpublished master’s thesis, Tehran University
Mohammadzadeh, A., & Mhrvzhan, A. (1996). Contingency view of organizational behavior. Tehran: Publications Allameh Tabatabaei, First edition
Najaf Beigi, R. (2000). Organization and Management. Tehran: Center for Scientific Publications, Islamic Azad University
Parsons, T. (1960). Structure and process in modern societies Glencoe. IL: The Free Press.
Quinn, R. E., & Rohrbaugh, J. (1983). A spatial model of effectiveness criteria: Towards a competing values approach to organizational analysis. Management Science, 29, 363-377
RastegarMoghadam, A. (2010). Identify and investigate factors to improve customer relationship management in the Islamic Republic of Iran Airlines (Homa) with a process approach, Unpublished master’s thesis, Tehran University
Reinartz, W.,Krafft, M., & Hoyer, W.D. (2004). The Customer Relationship Management Process: Its Measurement and Impact on Performance. Journal of Marketing Research, 41, 293–305.
Robbins, S. P., & Barnwell, N. (1998). Organisation Theory: Concepts and cases. New York, Sydney : Prentice Hall
Ryals, L., & Knox, S. (2001). Cross-functional issues in the implementation of relationship marketing through customer relationship management. European Management Journal, 19(5), 534-542.
Scott, R, W., & Gerald, F, D. (2006). Organization and organizing: Rational, Natural and. Open Systems Perspectives. Prentice and Hall.
Wesley A, Martz (2008). Evaluating organizational effectiveness. A Dissertation Submitted to the Faculty of the Graduate College in partial fulfillment of the requirements for the Degree of Doctor of Philosophy, Western Michigan University Kalamazoo.
Baumeister, H. (2002).Customer relationship management for SME’s. Institutfur Informatik, LMU, Oettingenstr. 67, D-80538 Munchen, Germany, 1–7.
Boxwell, L. (2000). Customer relationship management: Project A. 87701899 February.
Cameron, K. (1979). Evaluating Organizational Effectiveness in organized Anarchies. presented in Meeting of the Academy of Management
Cameron, K. S., & Whetten, D. A. (1983). Organizational effectiveness: A comparison of multiple model. New York: Academic Press
Cameron, K. S., & Whetten, D. A. (1996). Organization effectiveness and quality: the second generation. Reprinted from higher education: handbook of theory and research, Agathon press, New York
Chen, J., Russell, Ching, K.H., Eldon, Y., & Li, Yiling Liao (2004). An exploratory study of the effects of CRM practices on CRM effectiveness and business performance. Fourth International Conference on Electronic Business (ICEB2004) / Beijing
Daft, R. L. (1999). Leadership : Theory and practice. Orlando, FL : The Dryden.
Day, G. S. (2004). Achieving Advantage with a New Dominant Logic. Journal of Marketing, 68 (January), 18-19.
Day, G.S., & VandenBulte, C. (2002). Superiority in customer relationship management: consequences for competitive advantage and performance. The Wharton school, university of Pennsylvania, 1-49.
Etzioni, A. (1975). A comparative analysis of complex organizations (Rev. ed.). New York: Free Press
Faghihi, A., & Mousavi, Z. (2010). Efficiency measurement model (effectiveness and efficiency) in the Iranian government services. Journal of Public Management, 2(4).
Gray, P., & Byun, J. (2001). Customer Relationship Management: Practical Tips for successful Implementation
Harkiranpal, S. (2006). The importance of customer satisfaction in relation to customer loyalty and retention. Asia Pacific University
Hodge, B. J., & Anthony, W. P. (1988). Organization Theory. 3rd ed., London, Allyn & Bacon Inc
Jabbari, R. (2009). Provide a framework for evaluating the performance of customer relationship management (CRM).Unpublished master’s thesis, Tehran University
Keramati, A., mshky, H., & Nazari, S. (2010). Identifying risk factors and the priority ranking of project implementation, Customer relationship management in Iran. Journal of Business Research, 5. [In Persian].
Keramati, M. A., & Nikzad, M. (2009). Evaluation of the key success factors in customer relationship management strategy of textile industry (with a phased approach). Journal of Textile Science and Technology, 4(1).
Khalid, R.,Haslina, M., Huda I.( 2011). Customer Relationship Management (CRM) Processes from Theory to Practice: The Pre-implementation Plan of CRM System. International Journal of e-Education, e-Business, e Management and e-Learning, 1.
Lawson-Body, A., & Limayem, M. (2004). The impact of customer relationship management on customer loyalty: The moderating role of website characteristics. Journal of Computer-Mediated Communication, 9(4), http://www.ascusc.org/jcmc.
Mani,L. R. S.( 2011). Organization Effectiveness in Management Education Institutions. ICOQM.
Mehrabi, H. (2008). Model for assessing the impact of customer relationship management (CRM) on performance of companies and organizations, Unpublished master’s thesis, Tehran University
Mohammadzadeh, A., & Mhrvzhan, A. (1996). Contingency view of organizational behavior. Tehran: Publications Allameh Tabatabaei, First edition
Najaf Beigi, R. (2000). Organization and Management. Tehran: Center for Scientific Publications, Islamic Azad University
Parsons, T. (1960). Structure and process in modern societies Glencoe. IL: The Free Press.
Quinn, R. E., & Rohrbaugh, J. (1983). A spatial model of effectiveness criteria: Towards a competing values approach to organizational analysis. Management Science, 29, 363-377
RastegarMoghadam, A. (2010). Identify and investigate factors to improve customer relationship management in the Islamic Republic of Iran Airlines (Homa) with a process approach, Unpublished master’s thesis, Tehran University
Reinartz, W.,Krafft, M., & Hoyer, W.D. (2004). The Customer Relationship Management Process: Its Measurement and Impact on Performance. Journal of Marketing Research, 41, 293–305.
Robbins, S. P., & Barnwell, N. (1998). Organisation Theory: Concepts and cases. New York, Sydney : Prentice Hall
Ryals, L., & Knox, S. (2001). Cross-functional issues in the implementation of relationship marketing through customer relationship management. European Management Journal, 19(5), 534-542.
Scott, R, W., & Gerald, F, D. (2006). Organization and organizing: Rational, Natural and. Open Systems Perspectives. Prentice and Hall.
Wesley A, Martz (2008). Evaluating organizational effectiveness. A Dissertation Submitted to the Faculty of the Graduate College in partial fulfillment of the requirements for the Degree of Doctor of Philosophy, Western Michigan University Kalamazoo.