How to cite this paper
Hosseini, M., Nemati, B & Sadeghi, N. (2013). An investigation on relationship between CRM and organizational learning through knowledge management: A case study of Tehran travel agency.Management Science Letters , 3(3), 999-1006.
Refrences
Alavi, M., & Leidner, D. E. (2001). Review: Knowledge management and knowledge management
systems: Conceptual foundations and research issues. MIS Quarterly, 25, 107?136.
Appelbaum, S. H., Gallagher J. 2000. The competitive advantage of organizational learning. Journal
of Workplace Learning: Employee Counselling Today, 12 (2), 40-56.
Arantola, H. (2006). Customer insight: Uusi v?line liiketoiminnan kehitt?miseen. WSOYpro. 158 p.
(in Finnish)
Beijerse, R. P. (1999). Questions in KM: Defining and conceptualising a phenomenon. Journal of
Knowledge Management, 3(2), 94–109.
Bj?rn, S.I., Pardo, C. (2006). Are key account relationships different? Empirical results on supplier
strategies and customer reactions. Industrial Marketing Management. 13p.
Bueren, A., Schierholz, R., Kolbe, L. M., & Brenner, W. (2005). Improving performance of
customer-processes with KM. Business Process Management Journal, 11(5), 573–588.
Chalmeta, R. (2006). Methodology for customer relationship management. The Journal of Systems
and Software, 79, 1015-1024.
Choy, K. L., Lee, W. B., & Lo, V. (2002). Development of a case based intelligent customer–supplier
relationship management system. Expert systems with Applications, 1-17.
Choy, K. L., Lee, W. B., & Lo, V. (2004). An enterprise collaborative management system – a case
study of supplier relationship management. The Journal of Enterprise Information Management,
17 (3), 191-207.
Dawes, P. L., Lee, D.Y., & Midgley, M. (2005). Organizational learning in high-technology purchase
situations: The antecedents and consequences of the participation of external IT consultants.
Industrial Marketing Management, 36(3), 285-299.
Day, G. S. (2000). Managing market relationships. Journal of the Academy of Marketing Science, 28,
24?30.
DeSisto, R. (2005). CRM on demand: The myth and promise of no software. Gartner Group
Publications.
Dous, M., Kolbe, L., Salomann, H., & Brenner, W. (2005). KM capabilities in CRM: Making
knowledge for, from and about customers work. Proceedings of the eleventh Americas conference
on information systems Omaha, NE, USA, 167–178.
Golfetto, F., & Gibbert, M. (2006). Marketing competencies and the sources of customer value in
business markets. Industrial Marketing Management, 35, 904-912.
Huber, G. P. (1996). Organizational Learning: The Contributing Processes and the Literature. In M.
D. Cohen & L. S. Sproull (Eds.), Organizational Learning (pp. 124-162). Thousand Oaks, CA:
Sage.
InJazz, J. C., & Popovich, K. (2003). Understanding customer relationship management (CRM):
People, process and technology. Business Process Management Journal, 9(5), 672-688.
Jiménez-Jimenéz, D., & Cegarra-Navarro, J. G. (2007). The performance effect of organizational
learning and market orientation. Industrial Marketing Management. 36, 694–708
1006
Jonker, J-J., Piersma, N., & Van den Poel, D. (2004). Joint optimization of customer segmentation
and marketing policy to maximize long-term profitability. Expert Systems with Applications, 27,
159-168.
Kim, S-Y, Jung, T-C, Suh, E-H, & Hwang, H-S. 2006. Customer segmentation and strategy
development based on customer lifetime value: A case study. Expert Systems with Applications.
31, 101-107.
Lambe, P. (2008). Knowledge-based CRM: A map. Retrieved from:
http://www.greenchameleon.com/thoughtpieces/kcrm.pdf.
Lane, N., & Piercy, N. (2004). Strategic customer management: Designing a profitable future for
your sales organization. European Management Journal, 22 (6), 659-668.
Madill, J.J., Haines, Jr. G.H. & Riding, A.L. (2007). Managing customer relationships: Account
manager turnover and effective account management. Industrial Marketing Management, 36(2),
241-248.
Myron, D. (2005). Back to double-digit growth. CRM Magazine, 9, 31.
Neuborne, E. (2005). A second act for CRM. Inc., 27, 40?42.
Penrose, E. T. (1959). The theory of the growth of the firm. New York: Villey.
Richards, K., & Jones, E. (2006). Customer relationship management: Finding value drivers.
Industrial Marketing Management, 37, 120-130.
Senge, P., Kleiner, A., Roberts, C., Ross, R., Roth, G., & Smith, B. (1999). The dance of change: The
challenges of sustaining momentum in learning organizations. New York: Doubleday/Currency.
Shi, J., & Yip, L. (2007). Driving innovation and improving employee capability: The effect of
customer knowledge sharing on CRM. The Business Review, 7(1), 107–112.
Stefanou, C. J., Sarmaniotis, C., & Stafyla, A. (2003). CRM and customer-centric KM: An empirical
research. Business Process Management Journal, 9(5), 617– 634.
Sun, B., Li, S., & Zhou, C. (2006). “Adaptive” learning and “proactive’ customer relationship
management. Journal of Interactive Marketing, 20, 82?96.
Szulanski, G., & Winter, S. (2000). Getting it right the second time. Harvard Business Review, 80,
62?69.
Weick, K. E. (1979b). The Social Psychology of Organizing. Reading, MA: Addison Wesley.
Zablah, A. R., Bellenger, D. N., & Johnston, W. J. (2004). An evaluation of divergent perspectives on
customer relationship management: Towards a common understanding of an emerging
phenomenon. Industrial Marketing Management, 33, 475–489.
systems: Conceptual foundations and research issues. MIS Quarterly, 25, 107?136.
Appelbaum, S. H., Gallagher J. 2000. The competitive advantage of organizational learning. Journal
of Workplace Learning: Employee Counselling Today, 12 (2), 40-56.
Arantola, H. (2006). Customer insight: Uusi v?line liiketoiminnan kehitt?miseen. WSOYpro. 158 p.
(in Finnish)
Beijerse, R. P. (1999). Questions in KM: Defining and conceptualising a phenomenon. Journal of
Knowledge Management, 3(2), 94–109.
Bj?rn, S.I., Pardo, C. (2006). Are key account relationships different? Empirical results on supplier
strategies and customer reactions. Industrial Marketing Management. 13p.
Bueren, A., Schierholz, R., Kolbe, L. M., & Brenner, W. (2005). Improving performance of
customer-processes with KM. Business Process Management Journal, 11(5), 573–588.
Chalmeta, R. (2006). Methodology for customer relationship management. The Journal of Systems
and Software, 79, 1015-1024.
Choy, K. L., Lee, W. B., & Lo, V. (2002). Development of a case based intelligent customer–supplier
relationship management system. Expert systems with Applications, 1-17.
Choy, K. L., Lee, W. B., & Lo, V. (2004). An enterprise collaborative management system – a case
study of supplier relationship management. The Journal of Enterprise Information Management,
17 (3), 191-207.
Dawes, P. L., Lee, D.Y., & Midgley, M. (2005). Organizational learning in high-technology purchase
situations: The antecedents and consequences of the participation of external IT consultants.
Industrial Marketing Management, 36(3), 285-299.
Day, G. S. (2000). Managing market relationships. Journal of the Academy of Marketing Science, 28,
24?30.
DeSisto, R. (2005). CRM on demand: The myth and promise of no software. Gartner Group
Publications.
Dous, M., Kolbe, L., Salomann, H., & Brenner, W. (2005). KM capabilities in CRM: Making
knowledge for, from and about customers work. Proceedings of the eleventh Americas conference
on information systems Omaha, NE, USA, 167–178.
Golfetto, F., & Gibbert, M. (2006). Marketing competencies and the sources of customer value in
business markets. Industrial Marketing Management, 35, 904-912.
Huber, G. P. (1996). Organizational Learning: The Contributing Processes and the Literature. In M.
D. Cohen & L. S. Sproull (Eds.), Organizational Learning (pp. 124-162). Thousand Oaks, CA:
Sage.
InJazz, J. C., & Popovich, K. (2003). Understanding customer relationship management (CRM):
People, process and technology. Business Process Management Journal, 9(5), 672-688.
Jiménez-Jimenéz, D., & Cegarra-Navarro, J. G. (2007). The performance effect of organizational
learning and market orientation. Industrial Marketing Management. 36, 694–708
1006
Jonker, J-J., Piersma, N., & Van den Poel, D. (2004). Joint optimization of customer segmentation
and marketing policy to maximize long-term profitability. Expert Systems with Applications, 27,
159-168.
Kim, S-Y, Jung, T-C, Suh, E-H, & Hwang, H-S. 2006. Customer segmentation and strategy
development based on customer lifetime value: A case study. Expert Systems with Applications.
31, 101-107.
Lambe, P. (2008). Knowledge-based CRM: A map. Retrieved from:
http://www.greenchameleon.com/thoughtpieces/kcrm.pdf.
Lane, N., & Piercy, N. (2004). Strategic customer management: Designing a profitable future for
your sales organization. European Management Journal, 22 (6), 659-668.
Madill, J.J., Haines, Jr. G.H. & Riding, A.L. (2007). Managing customer relationships: Account
manager turnover and effective account management. Industrial Marketing Management, 36(2),
241-248.
Myron, D. (2005). Back to double-digit growth. CRM Magazine, 9, 31.
Neuborne, E. (2005). A second act for CRM. Inc., 27, 40?42.
Penrose, E. T. (1959). The theory of the growth of the firm. New York: Villey.
Richards, K., & Jones, E. (2006). Customer relationship management: Finding value drivers.
Industrial Marketing Management, 37, 120-130.
Senge, P., Kleiner, A., Roberts, C., Ross, R., Roth, G., & Smith, B. (1999). The dance of change: The
challenges of sustaining momentum in learning organizations. New York: Doubleday/Currency.
Shi, J., & Yip, L. (2007). Driving innovation and improving employee capability: The effect of
customer knowledge sharing on CRM. The Business Review, 7(1), 107–112.
Stefanou, C. J., Sarmaniotis, C., & Stafyla, A. (2003). CRM and customer-centric KM: An empirical
research. Business Process Management Journal, 9(5), 617– 634.
Sun, B., Li, S., & Zhou, C. (2006). “Adaptive” learning and “proactive’ customer relationship
management. Journal of Interactive Marketing, 20, 82?96.
Szulanski, G., & Winter, S. (2000). Getting it right the second time. Harvard Business Review, 80,
62?69.
Weick, K. E. (1979b). The Social Psychology of Organizing. Reading, MA: Addison Wesley.
Zablah, A. R., Bellenger, D. N., & Johnston, W. J. (2004). An evaluation of divergent perspectives on
customer relationship management: Towards a common understanding of an emerging
phenomenon. Industrial Marketing Management, 33, 475–489.