Hamed Mehrabi | Wilfrid Laurier University (original) (raw)

Address: Waterloo, Ontario, Canada

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Papers by Hamed Mehrabi

Research paper thumbnail of The role of human, organization and technology in building competitive advantage with CRM: The case of Iranian internet service industry

With the market shift toward a customer focused behavior, many companies have invested huge amoun... more With the market shift toward a customer focused behavior, many companies have invested huge amounts in customer relationship management (CRM) technology and many of these investments have remained with little payback. Meanwhile other studies have shown the positive impact of customer orientation on firm performance. While many companies view CRM as an information technology (IT) solution, literature shows that IT

Research paper thumbnail of Customer relationship management and performance, a resource-based view of Iranian internet service industry

International Journal of Electronic Customer Relationship Management, 2009

... Biographical notes: Abbas Keramati is an Assistant Professor at the University of Tehran, Teh... more ... Biographical notes: Abbas Keramati is an Assistant Professor at the University of Tehran, Tehran, Iran. He received his PhD in the area of IT and Productivity. ... Mohammad Mousakhani is an Assistant Professor at University of Tehran, Tehran, Iran. 1 Introduction ...

Research paper thumbnail of A process-oriented perspective on customer relationship management and organizational performance: An empirical investigation

Industrial Marketing Management, 2010

Research on the CRM-performance link has been fragmented due to various perspectives on CRM. This... more Research on the CRM-performance link has been fragmented due to various perspectives on CRM. This study, considering different concepts of CRM, proposes a process-oriented framework for examining the relationship among CRM resources, CRM process capabilities, and organizational performance. Based on the resource-based view (RBV) of the firm, CRM resources are classified as "technological CRM resources" and "infrastructural CRM resources". Data from 77 Iranian Internet service provider firms were gathered in a field survey. The empirical work indicates that the measured constructs demonstrate key psychometric properties including reliability and validity. The results reveal that CRM processes are more affected by infrastructural CRM resources rather than technological CRM resources. Moreover, the findings indicate that firms with improved CRM process capabilities enjoy better organizational performance.

Research paper thumbnail of Prioritizing Investment in CRM Resources to Improve Performance: An Empirical Investigation

Much evidence shows the growing interest towards customer relationship management (CRM). However,... more Much evidence shows the growing interest towards customer relationship management (CRM). However, with the knowledge of many CRM failures, companies are trying to get the most out of their CRM investments. Many companies now know that CRM is not just a technology and is consisted of different resources. So, it is important to prioritize CRM resources based on their effect on improving organizational performance. In fact, it will be interesting for companies to know the best approach in assigning their budget to CRM resources. This paper, with the data from 77 Internet Service Providers in Iran, proposes an intelligent method for prioritizing CRM resources based on their effect on companiespsila performance. An important capability of this method is that it can offer a customized solution to each company.

Research paper thumbnail of The role of human, organization and technology in building competitive advantage with CRM: The case of Iranian internet service industry

With the market shift toward a customer focused behavior, many companies have invested huge amoun... more With the market shift toward a customer focused behavior, many companies have invested huge amounts in customer relationship management (CRM) technology and many of these investments have remained with little payback. Meanwhile other studies have shown the positive impact of customer orientation on firm performance. While many companies view CRM as an information technology (IT) solution, literature shows that IT

Research paper thumbnail of Customer relationship management and performance, a resource-based view of Iranian internet service industry

International Journal of Electronic Customer Relationship Management, 2009

... Biographical notes: Abbas Keramati is an Assistant Professor at the University of Tehran, Teh... more ... Biographical notes: Abbas Keramati is an Assistant Professor at the University of Tehran, Tehran, Iran. He received his PhD in the area of IT and Productivity. ... Mohammad Mousakhani is an Assistant Professor at University of Tehran, Tehran, Iran. 1 Introduction ...

Research paper thumbnail of A process-oriented perspective on customer relationship management and organizational performance: An empirical investigation

Industrial Marketing Management, 2010

Research on the CRM-performance link has been fragmented due to various perspectives on CRM. This... more Research on the CRM-performance link has been fragmented due to various perspectives on CRM. This study, considering different concepts of CRM, proposes a process-oriented framework for examining the relationship among CRM resources, CRM process capabilities, and organizational performance. Based on the resource-based view (RBV) of the firm, CRM resources are classified as "technological CRM resources" and "infrastructural CRM resources". Data from 77 Iranian Internet service provider firms were gathered in a field survey. The empirical work indicates that the measured constructs demonstrate key psychometric properties including reliability and validity. The results reveal that CRM processes are more affected by infrastructural CRM resources rather than technological CRM resources. Moreover, the findings indicate that firms with improved CRM process capabilities enjoy better organizational performance.

Research paper thumbnail of Prioritizing Investment in CRM Resources to Improve Performance: An Empirical Investigation

Much evidence shows the growing interest towards customer relationship management (CRM). However,... more Much evidence shows the growing interest towards customer relationship management (CRM). However, with the knowledge of many CRM failures, companies are trying to get the most out of their CRM investments. Many companies now know that CRM is not just a technology and is consisted of different resources. So, it is important to prioritize CRM resources based on their effect on improving organizational performance. In fact, it will be interesting for companies to know the best approach in assigning their budget to CRM resources. This paper, with the data from 77 Internet Service Providers in Iran, proposes an intelligent method for prioritizing CRM resources based on their effect on companiespsila performance. An important capability of this method is that it can offer a customized solution to each company.

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