Recent developments in international trade theory predict that increased globalization will be associated with increased locational concentration of economic activities, and hence increased specialisation of national and regional economies. Relative little empirical evidence exists on whether these predictions are correct, mainly as far as Central and Eastern Europe is concerned. This paper aim...

Most sectors of industry, commerce, and government have reported variation in the performance payoff from electronic customer relationship management (e-CRM). In this paper we build on surprisingly sparse literature regarding the importance of managerial discretion to show that the heterogeneity of beliefs held by managers about e-CRM execution matter when explaining e-CRM success. Drawing on a...

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Managing services on the Internet is becoming more and more complex and time consuming for service providers since services are increasing both in number and complexity. Also the number of users per service is going up. A solution to this problem is to allow the service users themselves to partly manage the services they are using. This is called Customer Service Management, and it will both in...

In the empirical part of the study the main questions are: What are the opinions of managers about the commitment of the employees, and what are their opinions of their own management using concepts of internal marketing? Are they marketing oriented, customer relationship managers? Thinking of employees the main questions are: What are the contents of their commitment? What are the opinions of ...

Collaboration is a term commonly used to refer to a type of interorganizational relationship. However, in real business assessments, many collaborative relationships fail due to the lack of understanding of the factors influencing collaboration sustainability. For this reason, enterprises, prior to engage to a collaborative relationship, need to understand further which the main factors influen...

With the constant development of customer relationship management (CRM) theory and the maturity of business intelligence technology, the analysis-based CRM has become a hot topic in the academic field. Some enterprises have begun to put the analysis-based CRM to practice; however, there have been few successful applications because of the inadequate mastery of business intelligence technology a...

This paper reports on a case study at a Dutch travel organization, named TravelCom. The study examines how TravelCom makes strategic use of information by means of their information strategy. In their information strategy, TravelCom decides how to realize InfoRent, i.e. economic rent as a result of solving or maintaining information imperfections in factor and product markets. TravelCom aims at...