Crm, Learning and Organizational Control

Authors

  • Christophe Benavent
  • Olivier de la Villarmois

DOI:

https://doi.org/10.4301/s1807-17752006000200006

Abstract

In this article are explored in a theoretical way the determinants of performance of Customer Relationship Management information systems that are established gradually in most of large companies. The approach adopted in this study focuses attention upon two central assumptions: the effect of the systems of CRM is mediated first by an increasing capability of organizational learning, and secondly through better organisational control devices.

Author Biographies

Christophe Benavent

Professeur Université de Pau et des Pays de l’Adour, France, Directeur du Centre de Recherche en Gestion http://christophe.benavent.free.fr Phone: +33.623.236.256

Olivier de la Villarmois

Maître de conférences Université des Sciences et Technique de Lille

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Published

2006-11-21

How to Cite

Benavent, C., & de la Villarmois, O. (2006). Crm, Learning and Organizational Control. Journal of Information Systems and Technology Management, 3(2), p. 193–210. https://doi.org/10.4301/s1807-17752006000200006

Issue

Vol. 3 No. 2 (2006)

Section

Articles

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