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dc.contributor.authorRamaseshan, Balasubramanian
dc.contributor.authorBejou, D.
dc.contributor.authorJain, S.
dc.contributor.authorMason, C.
dc.contributor.authorPancras, J.
dc.date.accessioned2017-01-30T10:51:49Z
dc.date.available2017-01-30T10:51:49Z
dc.date.created2009-03-05T00:55:10Z
dc.date.issued2006
dc.identifier.citationRamaseshan, Balasubramanian and Bejou, David and Jain, Subhash and Mason, Charlotte and Pancras, Joseph. 2006. Issues and perspectives in global customer relationship management. Journal of Service Research. 9 (2): pp. 195-207.
dc.identifier.urihttp://hdl.handle.net/20.500.11937/6259
dc.identifier.doi10.1177/1094670506293574
dc.description.abstract

Over the past few decades, cross-border business has experienced unparalleled growth. This growth is due to advances in communication and information technologies, privatization and deregulation in emerging economies, and emergence of the global consumer. As the era of globalization continues to manifest through the emergence of global companies, the importance of customer relationship management (CRM) in these companies has become increasingly significant. Global CRM (GCRM) is the strategic application of the processes and practices of CRM by firms operating in multiple countries or by firms serving customers who span multiple countries, which incorporates relevant differences in business practices, competition, regulatory characteristics, country characteristics, and consumer characteristics to CRM strategies to maximize customer value across the global customer portfolio of the firm. In this article, the authors present an overview of the GCRM environment and the challenges in formulation and implementation of CRM across national boundaries as a source of sustained advantage. The authors also provide a conceptual framework for GCRM and recommendations for future research in Global CRM.

dc.publisherSage Publications
dc.titleIssues and perspectives in global customer relationship management
dc.typeJournal Article
dcterms.source.volume9
dcterms.source.number2
dcterms.source.startPage195
dcterms.source.endPage207
dcterms.source.issn10946705
dcterms.source.titleJournal of Service Research
curtin.note

The link to the journal’s home page is: http://jsr.sagepub.com/

curtin.note

The final, definitive version of this paper has been published in Journal of Service Research, Vol. 9, No. 2, November 2006, by SAGE Publications Ltd, All rights reserved. Copyright © 2006 by SAGE Publications

curtin.accessStatusFulltext not available
curtin.facultyCurtin Business School
curtin.facultySchool of Marketing


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