بررسی تأثیر ویژگی های سازمانی بر فرایند پذیرش مدیریت ارتباط با مشتری(مورد مطالعه : خودروهای وارداتی شهر مشهد)

منابع انگلیسی

1-Anderson, J. C. & Gerbing, D. W. (1988). Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach. Psychological Bulletin, 103(3), 411-423.

2-Baker, E. W., Gahatni, S. A., & Hubona, G. (2007). The effects of gender and age on new technology implementation in a developing country: Testing the theory of planned behavior (TPB). Information Technology & People, 20(4), 352-375.

3-Bloemer, J., De Ruyter, K. & Wetzels, M. (1999). Linking perceived service quality and service loyalty: a multi-dimensional perspective. Journal of European Marketing, 33(11/12).

4-Chang, Y. H., Lee, J. B., & Nam, K. C. (1999). A study of the framework of IS department innovation. Managerial of Information System, 9(3), 25-46.

5-Damanpour, F. (1987). The adoption of technological, administrative, and ancillary innovation: impact of organizational lag. Journal of Marketing, 13(4), 675-688.

6-Fakhredaei, N. (2006). The Factors Affecting Adoption of CRM at the Organizational Level in Iran’s Shipping Industry. Master's Thesis, Lulea University of Technology, Division of Industrial Marketing and E-Commerce.

7-Grover, V. & Goslar M. D. (1993). The initiation, adoption, and implementation of telecommunications technologies in U.S. organizations. Journal of Managerial Information System, 10(1), 141-163.

8-Hung, H., & Mondejar, R. (2005). Corporate Directors and Entrepreneurial Innovation: An Empirical Study. The Journal of Entrepreneurship, 14(2), 117-129.

9-Karimi, M.R. (2004). Investigation of Customer satisfaction at car manufacturing industries: concepts and measures, Journal of Tadbir. No. 151(in Persian).

10-Keramati, A., Zavareh, J., & Ellioon, A. (2008). The adoption of Customer Relationship Management (CRM): an empirical study on Iranian firms. Journal of Electronic Customer Relationship Management, 1(4), 354-373.

11-Kotler, P. (2004). Principle of Marketing, translated into Persian by Ali Parseian, Termeh Publishing Company (in Persian).

12-Ko, E., Kim, S. H., Kim, M. & Woo, J. Y. (2008). Organizational characteristics and the CRM adoption process. Journal of Business Research, 61, 65–74.

13-Ko, E., Kincade, D. H., & Brown J. R. (2000). Impact of business strategy on the adoption of quick response technologies: the apparel industry experience. International Journal of Production Management, 20(9), 1093-111.

14-Kuo, Y., Wu, C., & Deng.W. (2009). the relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services. Journal of Computers in Human Behavior, 25, 887-896.

15-Laukkanen, T., Sinkkonen, S., & kivijarvi, M. (2007).  Innovation resistance among mature consumers. Journal of Consumer Marketing, 24(7), 419-427.        

16-McGee, J. E. & Sawyerr, O. O. (2003). Uncertainty and Information Search Activities: A Study of Owner-Managers of Small High-Technology Manufacturing Firms, Journal of Small Business Management, 41(4), 385-401.

17-Miles, R., & Snow, C. (1978). Organizational strategy, structure, and process. New York: McGraw-Hill.

18-Morris, M. G., & Vekantesh, V. (2000). Age Differences in Technology Adoption Decisions: Implications for a Changing Work Force. Journal of Personnel Psychology, 53(2), 375-93.

19-Oh, H. (1999). Service quality, customer satisfaction, and customer value: A holistic perspective. Journal of Hospitality Management, 18, 67-82.

20-O'Leary, C., Rao, S., & Perry, C. (2004). Improving customer relationship management through database/Internet marketing: a theory building action research project. European Journal of Marketing, 38(3/4), 338-354.

21-Ozgener, S., & Iraz, R. (2006). Customer Ralationship Management in Small- medium Enterprises. The case of Turkish tourism industry, 27, 1356–1363.

22-Parvatiyar, A., & Sheth, J. N. (2001). Customer relationship management: Emerging practice, process, and discipline. Journal of Economic and Social Research, 3(2), 1-34.

23-Peltier, J., Schibrowsky, J., & Zhao, Y. (2009). Understanding the Antecedents to the Adoption of CRM Technology by Small Retailers. Journal of International Small Business, 27(3), 307-366.

24-Peppers, D., Rogers, M., & Dorf, B. (1999). Is your company ready for one-to-one marketing? Harvard Business Review, 77(1), 151-60.

25-Rich, M. K. (2000). The Direction of Marketing Relationship. Journal of Business & Industrial Marketing, 15(2/3).

26-Rigby, D. K., & Ledingham, D. (2004). CRM Done Right. Harvard Business Review.

27-Rigopoulou, I. D., Chaniotakis, I. E., Lymperopoulos, C., & Siomkos G. I. (2008). After-sales service quality as an antecedent of customer satisfaction the case of electronic appliances. Journal of Managing Service Quality, 18(5), 512-527.

28-Rogers, E. M. (1995). Diffusion of Innovations. 4th Ed. New York: The Free Press.

29-Sinah, I. (2000). Cost transparency: the Net's real threat to prices and brands. Harvard business Review, March/April, 43-55.

30-Stewart, W. H., Jr, Carland, J. C., Carland, J. W., Watson, W. E. & Sweo, R. (2003). Entrepreneurial Dispositions and Goal Orientation: A Comparative Exploration of United States and Russian Entrepreneurs. Journal of Small Business Management, 41(1), 27-46.

31-Ueltschy, L, C., Laroche, M., Zhang, M., Cho, H., & Yingwei, R. (2008). Is there really an Asian connection? Professional service quality perceptions and customer satisfaction. Journal of Business Research, 62, 972–979.

32-Wilson, H. D, & McDonald, M. (2002). Factors for Success in CRM Systems. Journal of marketing management, 18(1), 139-219.

33-Zahay, D., & Peltier, J. (2008). Interactive Strategy Formation: Organizational and Entrepreneurial Factors Related to Effective Customer Information Systems Practices in B2B Firms. Journal of Industrial Marketing Management, 37(2), 191- 205.