{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,20]],"date-time":"2026-03-20T15:41:38Z","timestamp":1774021298379,"version":"3.50.1"},"reference-count":97,"publisher":"Emerald","issue":"8","license":[{"start":{"date-parts":[[2017,9,11]],"date-time":"2017-09-11T00:00:00Z","timestamp":1505088000000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["IMDS"],"published-print":{"date-parts":[[2017,9,11]]},"abstract":"<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title>\n<jats:p>The purpose of this paper is to develop and test a theoretical model to measure the impact of enterprise resource planning (ERP) and customer relationship management (CRM) systems and moderating relationships of system and process integration on business value.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title>\n<jats:p>ERP and CRM systems are analysed with the resource-based view theory and measured by their impact on business value, having in consideration the moderation of system and process integration. The model was tested and analysed with data collected by Microsoft, from firms that have adopted both ERP and CRM systems in their organisation.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Findings<\/jats:title>\n<jats:p>ERP system is found to be an important asset to business value, but CRM systems\u2019 impact on business value is found to be not significant. System integration as moderator of ERP or CRM system is found to be not significant but has a positive and significant impact on business value. For process integration, the study finds that it is significant only when moderating the CRM system variable.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Research limitations\/implications<\/jats:title>\n<jats:p>The model shows that the moderating effects of system and process integration are important variables for understanding the joint business value of ERP and CRM.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Practical implications<\/jats:title>\n<jats:p>Adopting an ERP system and ensuring system integration provides a direct impact on business value. In order for a CRM system to have a positive impact on business value, process integration with ERP system must be ensured.<\/jats:p>\n<\/jats:sec>\n<jats:sec>\n<jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title>\n<jats:p>This study provides new knowledge on how ERP and CRM systems used together may positively influence value from IT investments, and how systems integration and process integration provide business value.<\/jats:p>\n<\/jats:sec>","DOI":"10.1108\/imds-08-2016-0340","type":"journal-article","created":{"date-parts":[[2017,9,4]],"date-time":"2017-09-04T09:25:54Z","timestamp":1504517154000},"page":"1612-1631","source":"Crossref","is-referenced-by-count":17,"title":["Enterprise resource planning and customer relationship management value"],"prefix":"10.1108","volume":"117","author":[{"given":"Pedro","family":"Ruivo","sequence":"first","affiliation":[]},{"given":"Tiago","family":"Oliveira","sequence":"additional","affiliation":[]},{"given":"Andr\u00e9","family":"Mestre","sequence":"additional","affiliation":[]}],"member":"140","reference":[{"issue":"2","key":"key2020120514255820000_ref001","doi-asserted-by":"crossref","first-page":"161","DOI":"10.2307\/25148632","article-title":"GIST: a model for design and management of content and interactivity of customer-centric web sites","volume":"28","year":"2004","journal-title":"MIS Quarterly"},{"issue":"3","key":"key2020120514255820000_ref002","doi-asserted-by":"crossref","first-page":"165","DOI":"10.1108\/02635570210421354","article-title":"Enterprise resource planning (ERP) systems: a research agenda","volume":"102","year":"2002","journal-title":"Industrial Management & Data Systems"},{"issue":"3","key":"key2020120514255820000_ref003","doi-asserted-by":"crossref","first-page":"376","DOI":"10.1016\/j.indmarman.2010.08.006","article-title":"Organisational, technical and data quality factors in CRM adoption \u2013 SMEs perspective","volume":"40","year":"2011","journal-title":"Industrial Marketing Management"},{"issue":"5","key":"key2020120514255820000_ref004","first-page":"1","article-title":"IT assets, organisational capabilities and firm performance: how resource allocations and organisational differences explain performance variation","volume":"18","year":"2007","journal-title":"Organization Science"},{"key":"key2020120514255820000_ref005","unstructured":"Aral, S., Brynjolfsson, E. and Wu, D.J. (2005), \u201cDoes process IT matter? Measuring the business value of extended enterprise systems\u201d, paper presented at the Workshop on Information Systems and Economics (WISE), University of California, Irvine, pp. 165-175."},{"issue":"2","key":"key2020120514255820000_ref006","doi-asserted-by":"crossref","first-page":"165","DOI":"10.1287\/orsc.1050.0118","article-title":"A model of organizational integration, implementation effort, and performance","volume":"16","year":"2005","journal-title":"Organization Science"},{"issue":"1","key":"key2020120514255820000_ref007","doi-asserted-by":"crossref","first-page":"169","DOI":"10.2307\/3250983","article-title":"A resource-based perspective on information technology capability and firm performance: an empirical investigation","volume":"24","year":"2000","journal-title":"MIS Quarterly"},{"issue":"4","key":"key2020120514255820000_ref008","doi-asserted-by":"crossref","first-page":"437","DOI":"10.1287\/isre.1070.0148","article-title":"The performance effects of complementarities between information systems, marketing, manufacturing, and supply chain processes","volume":"18","year":"2007","journal-title":"Information Systems Research"},{"issue":"6","key":"key2020120514255820000_ref009","doi-asserted-by":"crossref","first-page":"510","DOI":"10.1016\/j.compind.2005.02.004","article-title":"A survey on the recent research literature on ERP systems","volume":"56","year":"2005","journal-title":"Computers in Industry"},{"issue":"4","key":"key2020120514255820000_ref010","doi-asserted-by":"crossref","first-page":"155","DOI":"10.1509\/jmkg.2005.69.4.155","article-title":"A customer relationship management roadmap: what is known, potential pitfalls, and where to go","volume":"69","year":"2005","journal-title":"Journal of Marketing"},{"issue":"3","key":"key2020120514255820000_ref011","doi-asserted-by":"crossref","first-page":"205","DOI":"10.1016\/S1467-0895(03)00026-5","article-title":"Examining the role of innovation diffusion factors on the implementation success of enterprise resource planning systems","volume":"4","year":"2003","journal-title":"International Journal of Accounting Information Systems"},{"issue":"5","key":"key2020120514255820000_ref012","doi-asserted-by":"crossref","first-page":"592","DOI":"10.1108\/14637150310496703","article-title":"Strategic issues in customer relationship management (CRM) implementation","volume":"9","year":"2003","journal-title":"Business Process Management Journal"},{"key":"key2020120514255820000_ref013","doi-asserted-by":"crossref","first-page":"146","DOI":"10.1016\/j.dss.2014.06.010","article-title":"The effects of customer relationship management relational information processes on customer-based performance","volume":"66","year":"2014","journal-title":"Decision Support Systems"},{"issue":"5","key":"key2020120514255820000_ref014","doi-asserted-by":"crossref","first-page":"672","DOI":"10.1108\/14637150310496758","article-title":"Understanding customer relationship management (CRM): people, process and technology","volume":"9","year":"2003","journal-title":"Business Process Management Journal"},{"issue":"1","key":"key2020120514255820000_ref015","first-page":"7","article-title":"Issues and opinion on structural equation modeling","volume":"22","year":"1998","journal-title":"MIS Quarterly"},{"issue":"2","key":"key2020120514255820000_ref016","first-page":"21","article-title":"Enterprise resource planning research: where are we now and where should we go from here?","volume":"7","year":"2005","journal-title":"Journal of Information Technology Theory and Application"},{"issue":"4","key":"key2020120514255820000_ref017","first-page":"121","article-title":"Putting the enterprise into the enterprise system","volume":"76","year":"1998","journal-title":"Harvard Business Journal"},{"issue":"1","key":"key2020120514255820000_ref018","doi-asserted-by":"crossref","first-page":"1","DOI":"10.1145\/641865.641866","article-title":"Information technology and economic performance: a critical review of the empirical evidence","volume":"35","year":"2003","journal-title":"ACM Computing Surveys"},{"key":"key2020120514255820000_ref019","first-page":"277","article-title":"The business value of CRM systems: a resource-based perspective","year":"2008"},{"issue":"2","key":"key2020120514255820000_ref020","doi-asserted-by":"crossref","first-page":"87","DOI":"10.2308\/isys-50563","article-title":"Enhancing the business value of business intelligence: the role of shared knowledge and assimilation","volume":"27","year":"2013","journal-title":"Journal of Information Systems"},{"issue":"2","key":"key2020120514255820000_ref021","doi-asserted-by":"crossref","first-page":"290","DOI":"10.1007\/s11747-010-0194-5","article-title":"Customer relationship management and company performance \u2013 the mediating role of new product performance","volume":"39","year":"2011","journal-title":"Journal of the Academy of Marketing Science"},{"key":"key2020120514255820000_ref022","doi-asserted-by":"crossref","unstructured":"Esteves, J. and Boh\u00f3rquez, V.W. (2007), \u201cAn updated ERP systems annotated bibliography: 2001-2005\u201d, Instituto de Empresa Business School Working Paper No. WP, 0J-04, Madrid.","DOI":"10.2139\/ssrn.1006969"},{"issue":"8","key":"key2020120514255820000_ref023","first-page":"1","article-title":"Enterprise resource planning systems research on ERP systems research: an annotated bibliography","volume":"7","year":"2001","journal-title":"Communications of the Association for Information Systems"},{"key":"key2020120514255820000_ref024","unstructured":"Extraprise (2008), \u201cCRM Support Survey Report\u201d, Boston, MA, available at: www.meritalk.com\/uploads_legacy\/whitepapers\/Extraprise_CRM_Support_Survey_Report.pdf (accessed April 2014)."},{"issue":"3","key":"key2020120514255820000_ref025","doi-asserted-by":"crossref","first-page":"329","DOI":"10.1108\/14637150710752272","article-title":"ERP implementation: a compilation and analysis of critical success factors","volume":"13","year":"2007","journal-title":"Business Process Management Journal"},{"issue":"1","key":"key2020120514255820000_ref026","doi-asserted-by":"crossref","first-page":"39","DOI":"10.1177\/002224378101800104","article-title":"Evaluating structural equation models with unobservable variables and measurement error","volume":"18","year":"1981","journal-title":"Journal of Marketing Research"},{"issue":"4","key":"key2020120514255820000_ref027","doi-asserted-by":"crossref","first-page":"297","DOI":"10.1057\/jit.2008.18","article-title":"IS integration and business performance: the mediation effect of organizational absorptive capacity in SMEs","volume":"23","year":"2008","journal-title":"Journal of Information Technology"},{"key":"key2020120514255820000_ref028","unstructured":"Gartner (2013), \u201cHype Cycles 2013\u201d, Stamford, available at: www.gartner.com\/technology\/research\/hype-cycles\/ (accessed May 2014)."},{"issue":"3","key":"key2020120514255820000_ref029","doi-asserted-by":"crossref","first-page":"559","DOI":"10.2307\/25148695","article-title":"What happens after ERP implementation: understanding the impact of inter-dependence and differentiation on plant-level outcomes","volume":"29","year":"2005","journal-title":"MIS Quarterly"},{"issue":"2","key":"key2020120514255820000_ref030","first-page":"79","article-title":"Realizing business benefits through CRM: hitting the right target in the right way","volume":"1","year":"2002","journal-title":"MIS Quarterly Executive"},{"issue":"3","key":"key2020120514255820000_ref031","doi-asserted-by":"crossref","first-page":"414","DOI":"10.1007\/s11747-011-0261-6","article-title":"An assessment of the use of partial least squares structural equation modeling in marketing research","volume":"40","year":"2012","journal-title":"Journal of the Academy of Marketing Science"},{"issue":"1","key":"key2020120514255820000_ref032","doi-asserted-by":"crossref","first-page":"65","DOI":"10.1016\/j.jom.2006.02.002","article-title":"The impact of enterprise systems on corporate performance: a study of ERP, SCM, and CRM system implementations","volume":"25","year":"2007","journal-title":"Journal of Operations Management"},{"issue":"1","key":"key2020120514255820000_ref033","first-page":"277","article-title":"The use of partial least squares path modeling in international marketing","volume":"20","year":"2009","journal-title":"Advances in International Marketing"},{"issue":"4","key":"key2020120514255820000_ref034","doi-asserted-by":"crossref","first-page":"592","DOI":"10.1007\/s11747-011-0248-3","article-title":"Exploring CRM effectiveness: an institutional theory perspective","volume":"39","year":"2011","journal-title":"Journal of the Academy of Marketing Science"},{"issue":"1","key":"key2020120514255820000_ref035","doi-asserted-by":"crossref","first-page":"71","DOI":"10.1080\/07421222.2002.11045716","article-title":"Investment in enterprise resource planning: business impact and productivity measures","volume":"19","year":"2002","journal-title":"Journal of Management Information Systems"},{"key":"key2020120514255820000_ref036","volume-title":"Culture\u2019s Consequences: Comparing Values, Behaviors, Institutions, and Organizations across Nations","year":"2001","edition":"2nd ed."},{"issue":"2","key":"key2020120514255820000_ref037","doi-asserted-by":"publisher","first-page":"34","DOI":"10.1145\/506732.506737","article-title":"A stage maturity model for enterprise resource planning systems use","volume":"32","year":"2001","journal-title":"SIGMIS Database"},{"issue":"6","key":"key2020120514255820000_ref038","doi-asserted-by":"crossref","first-page":"412","DOI":"10.1016\/j.elerap.2013.06.004","article-title":"Commodity or competitive advantage? Analysis of the ERP value paradox","volume":"12","year":"2013","journal-title":"Electronic Commerce Research and Applications"},{"key":"key2020120514255820000_ref039","doi-asserted-by":"crossref","first-page":"334","DOI":"10.1016\/j.dss.2013.06.013","article-title":"Integrating ERP and e-business: resource complementarity in business value creation","volume":"56","year":"2013","journal-title":"Decision Support Systems"},{"issue":"1","key":"key2020120514255820000_ref040","doi-asserted-by":"crossref","first-page":"2","DOI":"10.1108\/BPMJ-12-2014-0122","article-title":"Comprehensive review of literature survey articles on ERP","volume":"22","year":"2016","journal-title":"Business Process Management Journal"},{"issue":"2","key":"key2020120514255820000_ref041","doi-asserted-by":"crossref","first-page":"150","DOI":"10.1057\/palgrave.ejis.3000532","article-title":"Investigating enterprise systems adoption: uncertainty avoidance, intrinsic motivation, and the technology acceptance model","volume":"14","year":"2005","journal-title":"European Journal of Information Systems"},{"issue":"4","key":"key2020120514255820000_ref042","first-page":"23","article-title":"Strategic, operational, and analytical customer relationship management: attributes and measures","volume":"5","year":"2006","journal-title":"Journal of Relationship Marketing"},{"issue":"4","key":"key2020120514255820000_ref043","doi-asserted-by":"crossref","first-page":"177","DOI":"10.1509\/jmkg.2005.69.4.177","article-title":"The role of relational information processes and technology use in customer relationship management","volume":"69","year":"2005","journal-title":"Journal of Marketing"},{"issue":"4","key":"key2020120514255820000_ref044","doi-asserted-by":"crossref","first-page":"125","DOI":"10.1080\/07421222.2001.11045661","article-title":"Impact of information technology management practices on customer service","volume":"17","year":"2001","journal-title":"Journal of Management Information Systems"},{"issue":"4","key":"key2020120514255820000_ref045","doi-asserted-by":"crossref","first-page":"740","DOI":"10.1108\/IMDS-08-2014-0245","article-title":"Evaluating effects of mobile CRM on employees\u2019 performance","volume":"115","year":"2015","journal-title":"Industrial Management & Data Systems"},{"issue":"1","key":"key2020120514255820000_ref046","first-page":"421","article-title":"Understanding success and failure in customer relationship management","volume":"37","year":"2008","journal-title":"Industrial Marketing Management"},{"issue":"3","key":"key2020120514255820000_ref047","doi-asserted-by":"crossref","first-page":"49","DOI":"10.1111\/j.1055-6001.2005.04103005.x","article-title":"Gaining competitive advantage from integrating enterprise resource planning and total quality management","volume":"41","year":"2005","journal-title":"Journal of Supply Chain Management"},{"issue":"2","key":"key2020120514255820000_ref048","doi-asserted-by":"crossref","first-page":"357","DOI":"10.2307\/25148735","article-title":"A review of culture in information systems research: toward a theory of information technology culture conflict","volume":"30","year":"2006","journal-title":"MIS Quarterly"},{"issue":"5","key":"key2020120514255820000_ref049","doi-asserted-by":"crossref","first-page":"603","DOI":"10.1108\/14637150310496712","article-title":"CRM packaged software: a study of organisational experiences","volume":"9","year":"2003","journal-title":"Business Process Management Journal"},{"key":"key2020120514255820000_ref050","doi-asserted-by":"crossref","first-page":"462","DOI":"10.1016\/j.dss.2012.11.003","article-title":"How do competitive environments moderate CRM value?","volume":"56","year":"2013","journal-title":"Decision Support Systems"},{"issue":"1","key":"key2020120514255820000_ref051","first-page":"235","article-title":"The impact of organization size on enterprise resource planning (ERP) implementations in the US manufacturing sector","volume":"31","year":"2003","journal-title":"The International Journal of Management Science"},{"issue":"1","key":"key2020120514255820000_ref052","doi-asserted-by":"crossref","first-page":"98","DOI":"10.1016\/j.dss.2012.12.036","article-title":"Defining value-based objectives for ERP systems planning","volume":"55","year":"2013","journal-title":"Decision Support Systems"},{"issue":"2","key":"key2020120514255820000_ref053","doi-asserted-by":"crossref","first-page":"283","DOI":"10.2307\/25148636","article-title":"Information technology and organizational performance: an integrative model of IT business value","volume":"28","year":"2004","journal-title":"MIS Quarterly"},{"issue":"5","key":"key2020120514255820000_ref054","doi-asserted-by":"crossref","first-page":"375","DOI":"10.1016\/j.jretconser.2007.09.001","article-title":"The CRM process in retail and service sector firms in Japan: loyalty development and financial return","volume":"15","year":"2008","journal-title":"Journal of Retailing and Consumer Services"},{"issue":"2","key":"key2020120514255820000_ref055","doi-asserted-by":"crossref","first-page":"249","DOI":"10.1287\/isre.1080.0220","article-title":"Technological frames, organizational capabilities, and IT use: an empirical investigation of electronic procurement","volume":"21","year":"2010","journal-title":"Information Systems Research"},{"issue":"4","key":"key2020120514255820000_ref056","doi-asserted-by":"crossref","first-page":"201","DOI":"10.1509\/jmkg.2005.69.4.201","article-title":"Why do customer relationship management applications affect customer satisfaction?","volume":"69","year":"2005","journal-title":"Journal of Marketing"},{"issue":"1","key":"key2020120514255820000_ref057","doi-asserted-by":"crossref","first-page":"237","DOI":"10.2307\/23043496","article-title":"How information management capability influences firm performance","volume":"35","year":"2011","journal-title":"MIS Quarterly"},{"issue":"1","key":"key2020120514255820000_ref058","first-page":"3","article-title":"The antecedents of process integration in business process outsourcing and its effect on firm performance","volume":"29","year":"2011","journal-title":"Journal of Operations Management"},{"issue":"6","key":"key2020120514255820000_ref059","doi-asserted-by":"crossref","first-page":"582","DOI":"10.1108\/02634500510624147","article-title":"Customer relationship management research (1992-2002): an academic literature review and classification","volume":"23","year":"2005","journal-title":"Marketing Intelligence & Planning"},{"issue":"2","key":"key2020120514255820000_ref060","doi-asserted-by":"crossref","first-page":"2592","DOI":"10.1016\/j.eswa.2008.02.021","article-title":"Application of data mining techniques in customer relationship management: a literature review and classification","volume":"36","year":"2009","journal-title":"Expert Systems with Applications"},{"issue":"3","key":"key2020120514255820000_ref061","doi-asserted-by":"crossref","first-page":"400","DOI":"10.1108\/14637151211232614","article-title":"A review of customer relationship management: successes, advances, pitfalls and futures","volume":"18","year":"2012","journal-title":"Business Process Management Journal"},{"issue":"2","key":"key2020120514255820000_ref062","doi-asserted-by":"crossref","first-page":"79","DOI":"10.2308\/jis.2004.18.2.79","article-title":"Firm performance effects in relation to the implementation and use of enterprise resource planning systems","volume":"18","year":"2004","journal-title":"Journal of Information Systems"},{"issue":"1","key":"key2020120514255820000_ref063","doi-asserted-by":"crossref","first-page":"18","DOI":"10.1016\/j.accinf.2005.12.002","article-title":"Organizational performance effects of ERP systems usage: the impact of post-implementation changes","volume":"7","year":"2006","journal-title":"International Journal of Accounting Information Systems"},{"issue":"1","key":"key2020120514255820000_ref064","doi-asserted-by":"crossref","first-page":"43","DOI":"10.1016\/j.accinf.2007.07.003","article-title":"Sustainability of ERPs performance outcomes: the role of post-implementation review quality","volume":"9","year":"2008","journal-title":"International Journal of Accounting Information Systems"},{"issue":"1","key":"key2020120514255820000_ref065","doi-asserted-by":"crossref","first-page":"139","DOI":"10.1108\/14637150710721177","article-title":"An exploratory study of implementation of customer relationship management strategy","volume":"13","year":"2007","journal-title":"Business Process Management Journal"},{"issue":"2","key":"key2020120514255820000_ref066","doi-asserted-by":"crossref","first-page":"247","DOI":"10.2307\/25148730","article-title":"An empirical analysis of the value of complete information for eCRM models","volume":"30","year":"2006","journal-title":"MIS Quarterly"},{"key":"key2020120514255820000_ref067","doi-asserted-by":"crossref","unstructured":"Paulissen, K., Milis, K., Brengman, M., Fjermestad, J. and Romano, N.C. Jr (2007), \u201cVoids in the current CRM Literature: Academic literature review and classification (2000-2005)\u201d, paper presented at the 40th Annual Hawaii International Conference on System Sciences (HICSS), HI, pp. 150-160.","DOI":"10.1109\/HICSS.2007.609"},{"issue":"4","key":"key2020120514255820000_ref068","doi-asserted-by":"crossref","first-page":"167","DOI":"10.1509\/jmkg.2005.69.4.167","article-title":"A strategic framework for customer relationship management","volume":"69","year":"2005","journal-title":"Journal of Marketing"},{"issue":"1","key":"key2020120514255820000_ref069","first-page":"135","article-title":"Customer relationship management: from strategy to implementation","volume":"22","year":"2006","journal-title":"Journal of Marketing Management"},{"issue":"3","key":"key2020120514255820000_ref070","doi-asserted-by":"crossref","first-page":"526","DOI":"10.1108\/IMDS-01-2015-0018","article-title":"Value-focused objectives for CRM system adoption","volume":"116","year":"2016","journal-title":"Industrial Management & Data Systems"},{"issue":"5","key":"key2020120514255820000_ref071","doi-asserted-by":"crossref","first-page":"571","DOI":"10.1057\/ejis.2014.15","article-title":"An organizational perspective on m-business: usage factors and value determination","volume":"23","year":"2014","journal-title":"European Journal of Information Systems"},{"issue":"5","key":"key2020120514255820000_ref072","doi-asserted-by":"crossref","first-page":"879","DOI":"10.1037\/0021-9010.88.5.879","article-title":"Common method biases in behavioral research: a critical review of the literature and recommended remedies","volume":"88","year":"2003","journal-title":"The Journal of Applied Psychology"},{"issue":"2","key":"key2020120514255820000_ref073","doi-asserted-by":"crossref","first-page":"225","DOI":"10.2307\/25148729","article-title":"Firm performance impact of digitally-enabled supply chain integration capabilities","volume":"30","year":"2006","journal-title":"MIS Quarterly"},{"issue":"3","key":"key2020120514255820000_ref074","doi-asserted-by":"crossref","first-page":"350","DOI":"10.1108\/02635571311312659","article-title":"Examining the role of system quality in ERP projects","volume":"113","year":"2013","journal-title":"Industrial Management & Data Systems"},{"key":"key2020120514255820000_ref075","doi-asserted-by":"crossref","first-page":"113","DOI":"10.1016\/j.jengtecman.2014.04.001","article-title":"ERP adoption and the value creation: examining the contributions of antecedents","volume":"33","year":"2014","journal-title":"Journal of Engineering and Technology Management"},{"issue":"17","key":"key2020120514255820000_ref076","first-page":"145","article-title":"ERP investments and the market value of firms: toward an understanding of influential ERP project variables","volume":"2","year":"2006","journal-title":"Information Systems Research"},{"issue":"3","key":"key2020120514255820000_ref077","doi-asserted-by":"crossref","first-page":"293","DOI":"10.1509\/jmkr.41.3.293.35991","article-title":"The customer relationship management process: its measurement and impact on performance","volume":"41","year":"2004","journal-title":"Journal of Marketing Research"},{"issue":"1","key":"key2020120514255820000_ref078","first-page":"87","article-title":"Resource-based view of intangibles on ERP systems implementation and organizational performance in China","volume":"3","year":"2009","journal-title":"Journal of Global Strategic Management"},{"key":"key2020120514255820000_ref079","year":"2005"},{"issue":"8","key":"key2020120514255820000_ref080","doi-asserted-by":"crossref","first-page":"617","DOI":"10.1080\/09537287.2014.950624","article-title":"Taxonomy of ERP integrations and performance outcomes: an exploratory study of manufacturing firms","volume":"26","year":"2015","journal-title":"Production Planning & Control"},{"issue":"2","key":"key2020120514255820000_ref081","first-page":"233","article-title":"Electronic commerce customer relationship management: a research agenda","volume":"4","year":"2003","journal-title":"Information Technology and Management"},{"issue":"7","key":"key2020120514255820000_ref082","doi-asserted-by":"crossref","first-page":"1008","DOI":"10.1108\/02635571211254998","article-title":"ERP use and value: Portuguese and Spanish SMEs","volume":"112","year":"2012","journal-title":"Industrial Management & Data Systems"},{"key":"key2020120514255820000_ref083","first-page":"105","article-title":"Using resource-based view theory to assess the value of ERP commercial-packages in SMEs","volume":"13","year":"2015","journal-title":"Computers in Industry"},{"issue":"4","key":"key2020120514255820000_ref084","doi-asserted-by":"crossref","first-page":"252","DOI":"10.1509\/jmkg.2005.69.4.252","article-title":"Making customer relationship management work: the measurement and profitable management of customer relationships","volume":"69","year":"2005","journal-title":"Journal of Marketing"},{"issue":"4","key":"key2020120514255820000_ref085","doi-asserted-by":"crossref","first-page":"434","DOI":"10.1177\/002224377401100409","article-title":"Estimating consumer preferences for a new durable brand in an established product class","volume":"11","year":"1974","journal-title":"Journal of Marketing Research"},{"issue":"4","key":"key2020120514255820000_ref086","doi-asserted-by":"crossref","first-page":"504","DOI":"10.1108\/14637150910975516","article-title":"Business process integration, automation, and optimization in ERP: integrated approach using enhanced process models","volume":"15","year":"2009","journal-title":"Business Process Management Journal"},{"issue":"4","key":"key2020120514255820000_ref087","doi-asserted-by":"crossref","first-page":"486","DOI":"10.1108\/17410391011061780","article-title":"A comprehensive literature review of the ERP research field over a decade","volume":"23","year":"2010","journal-title":"Journal of Enterprise Information Management"},{"issue":"4","key":"key2020120514255820000_ref088","doi-asserted-by":"crossref","first-page":"359","DOI":"10.1108\/14637150410548056","article-title":"Enterprise resource planning: an integrative review","volume":"10","year":"2004","journal-title":"Business Process Management Journal"},{"key":"key2020120514255820000_ref089","doi-asserted-by":"crossref","first-page":"667","DOI":"10.1016\/j.chb.2016.03.008","article-title":"Customer relationship management mechanisms: a systematic review of the state of the art literature and recommendations for future research","volume":"61","year":"2016","journal-title":"Computers in Human Behavior"},{"issue":"2","key":"key2020120514255820000_ref090","doi-asserted-by":"crossref","first-page":"69","DOI":"10.1007\/s10799-012-0118-9","article-title":"Impact of an ERP system\u2019s capabilities upon the realisation of its business value: a resource-based perspective","volume":"13","year":"2012","journal-title":"Information Technology and Management"},{"issue":"9","key":"key2020120514255820000_ref091","doi-asserted-by":"crossref","first-page":"1316","DOI":"10.1108\/02635570710833983","article-title":"Exploring the effects of ERP systems on organizational performance: evidence from Finnish companies","volume":"107","year":"2007","journal-title":"Industrial Management & Data Systems"},{"issue":"1","key":"key2020120514255820000_ref092","doi-asserted-by":"crossref","first-page":"157","DOI":"10.2307\/41410412","article-title":"Consumer acceptance and use of information technology: extending the unified theory of acceptance and use of technology","volume":"36","year":"2012","journal-title":"MIS Quarterly"},{"issue":"1","key":"key2020120514255820000_ref093","doi-asserted-by":"crossref","first-page":"107","DOI":"10.2307\/25148626","article-title":"The resource-based view and information systems research: review, extension, and suggestions for future research","volume":"28","year":"2004","journal-title":"MIS Quarterly"},{"issue":"1","key":"key2020120514255820000_ref094","first-page":"191","article-title":"Trends, topics and under-researched areas in CRM research \u2013 a literature review","volume":"3","year":"2009","journal-title":"International Journal of Public Information Systems"},{"issue":"1","key":"key2020120514255820000_ref095","doi-asserted-by":"crossref","first-page":"35","DOI":"10.1108\/02635570210414640","article-title":"Extending the value of ERP","volume":"102","year":"2002","journal-title":"Industrial Management & Data Systems"},{"issue":"1","key":"key2020120514255820000_ref096","doi-asserted-by":"crossref","first-page":"56","DOI":"10.1016\/j.ijpe.2004.09.004","article-title":"A framework of ERP systems implementation success in China: an empirical study","volume":"98","year":"2005","journal-title":"International Journal of Production Economics"},{"issue":"1","key":"key2020120514255820000_ref097","doi-asserted-by":"crossref","first-page":"61","DOI":"10.1287\/isre.1050.0045","article-title":"Post-adoption variations in usage and value of e-business by organizations: cross-country evidence from the retail industry","volume":"16","year":"2005","journal-title":"Information Systems Research"}],"container-title":["Industrial Management &amp; Data Systems"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/IMDS-08-2016-0340\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/IMDS-08-2016-0340\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,24]],"date-time":"2025-07-24T21:53:01Z","timestamp":1753393981000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/imds\/article\/117\/8\/1612-1631\/179913"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2017,9,11]]},"references-count":97,"journal-issue":{"issue":"8","published-print":{"date-parts":[[2017,9,11]]}},"alternative-id":["10.1108\/IMDS-08-2016-0340"],"URL":"https:\/\/doi.org\/10.1108\/imds-08-2016-0340","relation":{},"ISSN":["0263-5577"],"issn-type":[{"value":"0263-5577","type":"print"}],"subject":[],"published":{"date-parts":[[2017,9,11]]}}}