Index of Paper Presentations for the Parallel Sessions - Academy of ...

Chen, I.J. & Popovich, K. (2003). Understanding customer relationship management(CRM): People, Process and Technology. Business Process Management, 19 (5), 672-688.DiMaggio, P. J. and Powell, W. W., (1983). The iron cage revisited: institutionalisomorphism and collective rationality in organizational fields, AmericanSociological Review, 48, 147–160.Eid, R., (2007), Towards a Successful CRM Implementation in Banks: An IntegratedModel, Service Industries Journal, 27 (8), pp. 1021-1039Esselaar, S., Gillwald, A., Moyo, M. and Naidoo, K., (2010), South African ICT SectorPerformance Review 2010, Towards Evidence-based ICT Policy and RegulationVolume Two , Policy Paper 6, pp. 1-46Greenberg, P., (2009), CRM at the Speed of Light: Essential Customer Strategies for the21st Century, 4th ed., McGraw-Hill, New York, NY.Hall, ET. and Hall, MR., (2001), Chapter 2: Key Concepts: Underlying Structures ofCulture in International HRM: Managing Diversity in the Workplace by Maryann H. Albrecht, WileyBlackwell, p.396Hart, M.L., (2006), Customer Relationship Management: Are SoftwareApplications aligned with Business Objectives?, South African Journal of Business Management, 37 (2),p.17-29.Hillebrand, B., Nijolt, JJ. and Nijssen, EJ., (2011), Exploring CRM Effectiveness: AnInstitutional Theory Perspective, Journal of the Academy of Marketing Science, Vol. 39, pp. 592-608.Hsin Hsin, C., (2007), Critical Factors and Benefits in the Implementation of CustomerRelationship Management, Total Quality Management & Business Excellence , 18