{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2022,6,1]],"date-time":"2022-06-01T22:10:08Z","timestamp":1654121408745},"reference-count":0,"publisher":"IGI Global","issue":"2","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2007,4,1]]},"abstract":"<p>Most sectors of industry, commerce, and government have reported variation in the performance payoff from electronic customer relationship management (e-CRM). In this paper we build on surprisingly sparse literature regarding the importance of managerial discretion to show that the heterogeneity of beliefs held by managers about e-CRM execution matter when explaining e-CRM success. Drawing on a data sample comprising 50 interviews and 293 survey responses we utilise segmentation techniques to identify significant differences in managerial beliefs and then associate these belief segments with e-CRM performance. Results indicate that (1) three distinct types of managers can be identified based on the heterogeneity of their e-CRM beliefs: mindfully optimistic, mindfully realistic, and mindfully pessimistic; (2) that there is far less homogeneity at the individual firm level than is normally assumed in the literature; (3) that het-erogeneity in managerial beliefs is systematically associated with organisational performance; and (4) these results serve to remind practitioners that e-CRM performance is dependent upon the right balance between managerial optimism and realism.<\/p>","DOI":"10.4018\/jebr.2007040104","type":"journal-article","created":{"date-parts":[[2011,2,15]],"date-time":"2011-02-15T18:44:00Z","timestamp":1297795440000},"page":"41-56","source":"Crossref","is-referenced-by-count":4,"title":["E-CRM and Managerial Discretion"],"prefix":"10.4018","volume":"3","author":[{"given":"Tim","family":"Coltman","sequence":"first","affiliation":[{"name":"University of Wollongong, Australia"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Sara","family":"Dolnicar","sequence":"additional","affiliation":[{"name":"University of Wollongong, Australia"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"2432","container-title":["International Journal of E-Business Research"],"original-title":[],"language":"ng","link":[{"URL":"https:\/\/www.igi-global.com\/viewtitle.aspx?TitleId=1881","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,6,1]],"date-time":"2022-06-01T21:32:53Z","timestamp":1654119173000},"score":1,"resource":{"primary":{"URL":"https:\/\/services.igi-global.com\/resolvedoi\/resolve.aspx?doi=10.4018\/jebr.2007040104"}},"subtitle":[""],"short-title":[],"issued":{"date-parts":[[2007,4,1]]},"references-count":0,"journal-issue":{"issue":"2","published-print":{"date-parts":[[2007,4]]}},"URL":"https:\/\/doi.org\/10.4018\/jebr.2007040104","relation":{},"ISSN":["1548-1131","1548-114X"],"issn-type":[{"value":"1548-1131","type":"print"},{"value":"1548-114X","type":"electronic"}],"subject":[],"published":{"date-parts":[[2007,4,1]]}}}