Performance Implications of CRM Technology Use: A Multilevel Field Study of Business Customers and Their Providers in the Telecommunications Industry

• Alex R. Zablah

  Alex R. Zablah

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  School of Management, George Mason University, Fairfax, Virginia 22030

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• Danny N. Bellenger

  Danny N. Bellenger

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  J. Mack Robinson College of Business, Georgia State University, Atlanta, Georgia 30302

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• Detmar W. Straub

  Detmar W. Straub

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  J. Mack Robinson College of Business, Georgia State University, Atlanta, Georgia 30302

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• Wesley J. Johnston

  Wesley J. Johnston

  [email protected]

  J. Mack Robinson College of Business, Georgia State University, Atlanta, Georgia 30302

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