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A Study On The Impact On Innovation Strategies Of Customer Relationship Management

Yıl 2014, Cilt: 7 Sayı: 3, 19 - 66, 03.06.2014

Öz

Nowadays, the need for innovation, especially the effect of competition is increasing day by day. Companies with products and services not only to survive in this competitive environment, but also within the company as well as to the needs of the ever changing customer needs and superior customer value as its competitors in order to create a different and effective customer relationship management must be aware of the impact of innovation strategies. Organizational structure and culture of innovation in ensuring continuity and continuity is thought to be an effective and important. The aim of this study was to measure the impact on innovation strategies and strategies of customer relationship management is to determine the impact on firm performance. According to research conducted for this purpose the top 500 firms applied to ISO 2009. Data analysis, frequency distribution, mean and standard deviation, structural equation modeling analyzes were conducted. Impact on the result of the analysis determined that the innovation strategies of customer relationship management.

Kaynakça

  • ALEGRE, J., LAPIEDRA, R., ve CHIVA, R. (2006). “A Measurement Scale for Product Innovation Performance”. European Journal of Innovation Management, 9(4), 333-346.
  • ARTTO, K., MARTINSUO, M., DIETRICH, P. ve KUJALA, J. (2008). “Project Strategy: Strategy Types and Their Contents in Innovation Projects”. International Journal of Managing Projects in Business, 1(1), 49-70.
  • ATUAHENE-GIMA, K. ve WEI, Y. (2011). “The Vital Role of Problem- Solving Competence in New Product Success”. Journal of Product Innovation Management, 28(1), 81-98.
  • BENNER, M.J. (2009). “Dynamic or Static Capabilities? Process Management Practices and Response to Technological Change”. Journal of Product Innovation Management, 26(5), 473-486.
  • BEVERLAND, M.B., NAPOLI, J. ve FARRELLY, F. (2010). “Can All Brands Innovate in the Same Way? A Typology of Brand Position and Innovation Effort”. Journal of Product Innovation Management, 27(1), 33-48.
  • BHASKARAN, S. (2006). “Incremental Innovation and Business Performance: Small and Medium-Size Food Enterprises in a Concentrated Industry Environment”. Journal of Small Business Management, 44(1), 64-80.
  • BOSSO, J.A., CHISHOLM-BURNS, M., NAPPI, J., GUBBINS, P.O. ve ROSS, L.A. (2010). “Benchmarking in Academic Pharmacy Departments”. American Journal of Pharmaceutical Education, 74(8), 1-7.
  • CAMBRA-FIERRO, J.J., HART, S., MUR, A.F. ve REDONDO, Y.P. (2011). “Looking for Performance: How Innovation and Strategy May Affect Market Orientation Models”. Innovation: Management, policy & practice, 13, 154-172.
  • CARPINETTI, L.C.R. ve DE MELO, A.M. (2002). “What to Benchmark? A Systematic Approach and Cases”, Benchmarking: An International Journal, 9(3), 244-255.
  • CERDAN, A.L.M., ACOSTA, P.S. ve NICOLAS, C.L. (2008). “How Do Collaborative International Journal of e-Collaboration, 4(4), 33-50. Affect Innovation in SMEs?”.
  • CHENG, C. ve SHIU, E. (2007). “Re-Innovation: The Redefined Definition”. Journal of American Academy of Business, 11(1), 231-236.
  • COYNE, W. (2000). “Lead User: A Conversation with William Coyne”. Health Forum Journal, 43(4), 28-29.
  • CUTHILL, I.D.H. (2001). Organizational Learning and New Product Development Success. (Ph.D.). Syracuse University.
  • DATTAKUMAR, R. ve JAGADEESH, R. (2003). “A Review of Literature on Benchmarking”. Benchmarking, 10(3), 176-209.
  • DOĞAN, S. ve KILIÇ, S. (2008). “İlişki Yönetiminde İç ve Dış Müşteri Memnuniyetinin Üniversitesi İİBF Dergisi, 10(14), 60-87. Karamanoğlu Mehmetbey
  • DURNA, U. (2002). Yenilik Yönetimi. Ankara:Nobel Yayın Dağıtım.
  • EICHORN, F.L. (2004). “Internal Customer Relationship Management (IntCRM) A Framework for Achieving Customer Relationship Management from the Inside Out”. Problems and Perspectives in Management, 1, 154 177.
  • FRANKE, N., VON HIPPEL, E. ve SCHREIER, M. (2006). “Finding Commercially Attractive User Innovations: A Test of Lead-User Theory”. Journal of Product Innovation Management, 23(4), 301- 315.
  • FREDERICKS E. (2002). Is Co-Location Of New Product Development Teams Necessary. (Ph.D.). Chicago:University of Illinois.
  • FREEMAN, C. ve SOETE, L. (2004). Yenilik İktisadı (5. Basım). Ankara:TÜBİTAK Yayınları.
  • GATIGNON, H. ve XUEREB, J-M. (1997). “Strategic Orientation of the Firm and New Product Performance”. Journal of Marketing Research, 34(1), 77-90.
  • GRABHER, G., IBERT, O. ve FLOHR, S. (2008). “The Neglected King: The Customer in the New Knowledge Ecology of Innovation”. Economic Geography, 84(3), 253-280.
  • GRESHAM, G.G. (2005). The Role of Interfunctional Market Orientation In New Product Program Success:A Exploratory Empirical Analysis. (Ph.D.). Old Dominion University.
  • HAN, J.K., KIM, N. ve KIM, H.B. (2001). “Entry Barriers: A Dull-, One-, or Two-Edged Sword for Incumbents? Unraveling The Paradox from a Contingency Perspective”. Journal of Marketing, 65, 1-15. HANVANICH, S., DROGE, C. ve “Reconceptualizing the Meaning and Domain of Marketing Knowledge”. Journal of Knowledge Management, 7(4), 124-135.
  • HE, Z. ve WONG, P. (2004). “Exploration vs. Exploitation: An Empirical Test of The Ambidexterity Hypothesis”. Organization Science, 15, 481-494.
  • HENARD, D.H. ve DACIN, P.A. (2010). “Reputation for Product Innovation: Its Impact on Consumers”. Journal of Product Innovation Management, 27(3), 321-335.
  • HENDERSON, A.D. (1999). “Firm Strategy and Age Dependence: A Contingent View of Liabilities of Newness, Adolescence and Obsolescence”. Administrative Science Quarterly, 44, 281-314.
  • INTRACHOOTO, S. (2004). “Lead Users Concept in Building Design: Its Applicability to Member Selection in Technologically Innovative Projects”. TQM Magazine, 16(5), 359-68.
  • İRAZ, R. (2005). Yaratıcılık ve Yenilik Bağlamında Girişimcilik ve KOBİ’ler. Konya:Çizgi Kitabevi.
  • JAYACHANDRAN, S., HEWETT, K. VE KAUFMAN, P. (2004). “Customer Response Capability in a Sense-and-Respond Era: The Role of Customer Knowledge Process”. Journal of Academy of Marketing Science. 32(3), 219-233.
  • KATILA, R. ve AHUJA, G. (2002). “Something Old, Something New: A Longitudinal Study of Search Behavior and New Product Introduction”. Academy of Management Journal, 45, 1183-1194.
  • KEIZER, J.A. ve HAMLAN, J.I.M. (2007). “Diagnosing Risk In Radical Innovation September, 30-36.
  • Research-Technology Management,
  • KİM, N. ve ATUAHENE-GİMA, K. (2010). “Using Exploratory and Exploitative Market Learning for New Product Development”. Journal of Product Innovation Management, 27(4), 519-536.
  • KNUDSEN, M.P. (2007). “The Relative Importance of Interfirm Relationships and Knowledge Transfer for New Product Development Management, 24(1), 117-138. Journal Of Product Innovation
  • KOLLER, M. ve SALZBERGER, T. (2009). “Benchmarking in Service Marketing- Benchmarking: An International Journal, 16(3), 401-414. Analysis of The Customer”.
  • KYRÖ, P. (2004). “Benchmarking As an Action Research Process”. Benchmarking: An International Journal, 11(1), 52-73.
  • LAGROSEN, S. (2005). “Customer Involvement in New Product Development: Relationship Marketing Perspective”. European Journal of Innovation Management, 8(4), 424-438.
  • LAVIE D. ve ROSENKOPF L. (2006). “Balancing Exploration and Exploitation in Alliance Formation”. Academy Management of Journal, 49(4), 797-818.
  • LAWSON, B., PETERSEN, K.J., COUSINS, P.D. ve HANDFIELD, R.B. (2009). “Knowledge Sharing in Interorganizational Product Development Teams: The Effect of Formal and Informal Socialization Mechanisms”. Journal of Product Innovation Management, 26(2), 156-172.
  • LEDWITH, A. VE O’DWYER, M. (2009). “Market Orientation, NPD Performance, and Organizational Performance in Small Firms”. Journal of Product Innovation Management, 26(6), 652-661.
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Müşteri İlişkileri Yönetiminin İnovasyon Stratejilerine Etkisi Üzerine Bir Araştırma

Yıl 2014, Cilt: 7 Sayı: 3, 19 - 66, 03.06.2014

Öz

Günümüzde özellikle rekabetin etkisiyle inovasyona olan ihtiyaç gün geçtikçe artmaktadır. Firmaların bu rekabet ortamında hayatta kalmaları için sadece ürün ve hizmetlerde değil, aynı zamanda hem firma içerisinde hem de değişen müşteri istek ve ihtiyaçlarına göre rakiplerden farklı ve etkin olarak üstün müşteri değeri yaratabilmek amacıyla müşteri ilişkileri yönetiminin inovasyon stratejilerine olan etkisini bilmeleri gerekmektedir. İnovasyonun sürekliliği ve devamlılığını sağlamada organizasyon yapısı ve kültürünün etkili ve önemli olduğu düşünülmektedir. Bu çalışmanın amacı müşteri ilişkileri yönetiminin inovasyon stratejileri üzerindeki etkisini ölçmek ve stratejilerin firma performansına etkisini tespit etmektir. Bu amaç doğrultusunda yapılan araştırma İSO 2009 verilerine göre ilk 500 firmada uygulanmıştır. Verilerin analizinde frekans dağılımları, ortalama ve standart sapma, yapısal eşitlik modelleme analizleri yapılmıştır. Analizler sonucunda müşteri ilişkileri yönetiminin inovasyon stratejileri üzerinde etkisinin olduğu belirlenmiştir.

Kaynakça

  • ALEGRE, J., LAPIEDRA, R., ve CHIVA, R. (2006). “A Measurement Scale for Product Innovation Performance”. European Journal of Innovation Management, 9(4), 333-346.
  • ARTTO, K., MARTINSUO, M., DIETRICH, P. ve KUJALA, J. (2008). “Project Strategy: Strategy Types and Their Contents in Innovation Projects”. International Journal of Managing Projects in Business, 1(1), 49-70.
  • ATUAHENE-GIMA, K. ve WEI, Y. (2011). “The Vital Role of Problem- Solving Competence in New Product Success”. Journal of Product Innovation Management, 28(1), 81-98.
  • BENNER, M.J. (2009). “Dynamic or Static Capabilities? Process Management Practices and Response to Technological Change”. Journal of Product Innovation Management, 26(5), 473-486.
  • BEVERLAND, M.B., NAPOLI, J. ve FARRELLY, F. (2010). “Can All Brands Innovate in the Same Way? A Typology of Brand Position and Innovation Effort”. Journal of Product Innovation Management, 27(1), 33-48.
  • BHASKARAN, S. (2006). “Incremental Innovation and Business Performance: Small and Medium-Size Food Enterprises in a Concentrated Industry Environment”. Journal of Small Business Management, 44(1), 64-80.
  • BOSSO, J.A., CHISHOLM-BURNS, M., NAPPI, J., GUBBINS, P.O. ve ROSS, L.A. (2010). “Benchmarking in Academic Pharmacy Departments”. American Journal of Pharmaceutical Education, 74(8), 1-7.
  • CAMBRA-FIERRO, J.J., HART, S., MUR, A.F. ve REDONDO, Y.P. (2011). “Looking for Performance: How Innovation and Strategy May Affect Market Orientation Models”. Innovation: Management, policy & practice, 13, 154-172.
  • CARPINETTI, L.C.R. ve DE MELO, A.M. (2002). “What to Benchmark? A Systematic Approach and Cases”, Benchmarking: An International Journal, 9(3), 244-255.
  • CERDAN, A.L.M., ACOSTA, P.S. ve NICOLAS, C.L. (2008). “How Do Collaborative International Journal of e-Collaboration, 4(4), 33-50. Affect Innovation in SMEs?”.
  • CHENG, C. ve SHIU, E. (2007). “Re-Innovation: The Redefined Definition”. Journal of American Academy of Business, 11(1), 231-236.
  • COYNE, W. (2000). “Lead User: A Conversation with William Coyne”. Health Forum Journal, 43(4), 28-29.
  • CUTHILL, I.D.H. (2001). Organizational Learning and New Product Development Success. (Ph.D.). Syracuse University.
  • DATTAKUMAR, R. ve JAGADEESH, R. (2003). “A Review of Literature on Benchmarking”. Benchmarking, 10(3), 176-209.
  • DOĞAN, S. ve KILIÇ, S. (2008). “İlişki Yönetiminde İç ve Dış Müşteri Memnuniyetinin Üniversitesi İİBF Dergisi, 10(14), 60-87. Karamanoğlu Mehmetbey
  • DURNA, U. (2002). Yenilik Yönetimi. Ankara:Nobel Yayın Dağıtım.
  • EICHORN, F.L. (2004). “Internal Customer Relationship Management (IntCRM) A Framework for Achieving Customer Relationship Management from the Inside Out”. Problems and Perspectives in Management, 1, 154 177.
  • FRANKE, N., VON HIPPEL, E. ve SCHREIER, M. (2006). “Finding Commercially Attractive User Innovations: A Test of Lead-User Theory”. Journal of Product Innovation Management, 23(4), 301- 315.
  • FREDERICKS E. (2002). Is Co-Location Of New Product Development Teams Necessary. (Ph.D.). Chicago:University of Illinois.
  • FREEMAN, C. ve SOETE, L. (2004). Yenilik İktisadı (5. Basım). Ankara:TÜBİTAK Yayınları.
  • GATIGNON, H. ve XUEREB, J-M. (1997). “Strategic Orientation of the Firm and New Product Performance”. Journal of Marketing Research, 34(1), 77-90.
  • GRABHER, G., IBERT, O. ve FLOHR, S. (2008). “The Neglected King: The Customer in the New Knowledge Ecology of Innovation”. Economic Geography, 84(3), 253-280.
  • GRESHAM, G.G. (2005). The Role of Interfunctional Market Orientation In New Product Program Success:A Exploratory Empirical Analysis. (Ph.D.). Old Dominion University.
  • HAN, J.K., KIM, N. ve KIM, H.B. (2001). “Entry Barriers: A Dull-, One-, or Two-Edged Sword for Incumbents? Unraveling The Paradox from a Contingency Perspective”. Journal of Marketing, 65, 1-15. HANVANICH, S., DROGE, C. ve “Reconceptualizing the Meaning and Domain of Marketing Knowledge”. Journal of Knowledge Management, 7(4), 124-135.
  • HE, Z. ve WONG, P. (2004). “Exploration vs. Exploitation: An Empirical Test of The Ambidexterity Hypothesis”. Organization Science, 15, 481-494.
  • HENARD, D.H. ve DACIN, P.A. (2010). “Reputation for Product Innovation: Its Impact on Consumers”. Journal of Product Innovation Management, 27(3), 321-335.
  • HENDERSON, A.D. (1999). “Firm Strategy and Age Dependence: A Contingent View of Liabilities of Newness, Adolescence and Obsolescence”. Administrative Science Quarterly, 44, 281-314.
  • INTRACHOOTO, S. (2004). “Lead Users Concept in Building Design: Its Applicability to Member Selection in Technologically Innovative Projects”. TQM Magazine, 16(5), 359-68.
  • İRAZ, R. (2005). Yaratıcılık ve Yenilik Bağlamında Girişimcilik ve KOBİ’ler. Konya:Çizgi Kitabevi.
  • JAYACHANDRAN, S., HEWETT, K. VE KAUFMAN, P. (2004). “Customer Response Capability in a Sense-and-Respond Era: The Role of Customer Knowledge Process”. Journal of Academy of Marketing Science. 32(3), 219-233.
  • KATILA, R. ve AHUJA, G. (2002). “Something Old, Something New: A Longitudinal Study of Search Behavior and New Product Introduction”. Academy of Management Journal, 45, 1183-1194.
  • KEIZER, J.A. ve HAMLAN, J.I.M. (2007). “Diagnosing Risk In Radical Innovation September, 30-36.
  • Research-Technology Management,
  • KİM, N. ve ATUAHENE-GİMA, K. (2010). “Using Exploratory and Exploitative Market Learning for New Product Development”. Journal of Product Innovation Management, 27(4), 519-536.
  • KNUDSEN, M.P. (2007). “The Relative Importance of Interfirm Relationships and Knowledge Transfer for New Product Development Management, 24(1), 117-138. Journal Of Product Innovation
  • KOLLER, M. ve SALZBERGER, T. (2009). “Benchmarking in Service Marketing- Benchmarking: An International Journal, 16(3), 401-414. Analysis of The Customer”.
  • KYRÖ, P. (2004). “Benchmarking As an Action Research Process”. Benchmarking: An International Journal, 11(1), 52-73.
  • LAGROSEN, S. (2005). “Customer Involvement in New Product Development: Relationship Marketing Perspective”. European Journal of Innovation Management, 8(4), 424-438.
  • LAVIE D. ve ROSENKOPF L. (2006). “Balancing Exploration and Exploitation in Alliance Formation”. Academy Management of Journal, 49(4), 797-818.
  • LAWSON, B., PETERSEN, K.J., COUSINS, P.D. ve HANDFIELD, R.B. (2009). “Knowledge Sharing in Interorganizational Product Development Teams: The Effect of Formal and Informal Socialization Mechanisms”. Journal of Product Innovation Management, 26(2), 156-172.
  • LEDWITH, A. VE O’DWYER, M. (2009). “Market Orientation, NPD Performance, and Organizational Performance in Small Firms”. Journal of Product Innovation Management, 26(6), 652-661.
  • LI, T. ve CALANTONE, R. (1998). “The Impact of Market Knowledge Competence on New Product Advantage: Conceptualization and Empirical Examination”. Journal of Marketing, 62, 13-29.
  • LI, J., MERENDA, M. ve VENKATACHALAM, A.R. (2009). “Business Process Digitalization and New Product Development:An Empirical Study of Small and Medium-Sized Manufacturers”. International Journal of E-Business Research, 5(1), 49-64.
  • LICHTENTHALER, U. ve ERNST, H. (2009). “The Role of Champions in the External Commercialization of Knowledge”. Journal of Product Innovation Management, 26(4), 371-387.
  • LI-HUA, R. ve SIMON, D. (2007). “Benchmarking China Firm Competitiveness: A Strategic Framework”. Journal of Technology Management in China, 2(2), 105-118.
  • LILIEN, G.L., MORRISON, P.D., SEARLS, K., SONNACK, M. ve VON HIPPEL, E. (2002). “Performance Assessment of The Lead User Idea- Generation Process for New Product Development”. Management Science, 48(8), 1042-1059.
  • LISBOA, A., SKARMEAS, D. ve LAGES, C. (2011). “Innovative Capabilities: Their Drivers and Effects on Current and Future Performance”. Journal of Business Research, 64, 1157-1161.
  • LÜTHJE, C. ve HERSTATT, C. (2004). “The Lead User Method:An Outline of Empirical Findings and Issues for Future Research”. R&D Management, 34(5),553-568.
  • LYNN, G.S. ve AKGÜN, A.E. (2001). “Project Visioning: Its Compotents And Impact On New Product Success”. Journal of Product Innovation Management, 18(6), 374-387.
  • MATHEUS, T. (2009). “A Conceptual Model and Illustrative Research Framework for Inter-Organizational Innovation”. Management Research News, 32(3), 254-271.
  • MATZLER, K., SCHWARZ, E., DEUTİNGER, N. VE HARMS, R. (2008). “The Relationship between Transformational Leadership, Product Innovation and Performance in SMEs”. Journal of Small Business and Entrepreneurship, 21(2), 139-152.
  • MCDERMOTT, C.M. ve O’CONNOR, G.C. (2002). “Managing Radical Innovation: An Overview of Emergent Strategy Issues”. Journal of Product Innovation Management, 19(6), 424-438.
  • MEI, S. ve NIE, M. (2007). “Relationship Between Knowledge Sharing, Knowledge Characteristics, Absorptive Capacity and Innovation”. The Business Review, Cambridge, 7(2), 154-161.
  • MOHR, J., SENGUPTA, S. ve SLATER, S. (2010). Marketing of High- Technology Products and Innovations (Third Edition). New Jersey:Pearson Press.
  • MORRISON, P.D., ROBERTS, J.H. ve MIDGLEY, D.F., (2004). “The Nature of Lead Users and Measurement of Leading Edge Status”. Research Policy, 33, 351-362.
  • MUSCIO, A. (2006). “Patterns of Innovation in Industrial Districts: An Empirical Analysis”. Industry and Innovation, 13(3), 291-312.
  • NAIRN, A. (2002). “CRM: Helpful or Full of Hype?”. Journal of Database Marketing, 9(4), 376-382.
  • O’CONNOR, G.C. ve AYERS, A.D. (2005). “Building A Radical Innovation Competency”. Research Technology Management, 48(1), 23-31.
  • OLSON, E. ve BAKKE, G. (2001). “Implementing The Lead-User Method in a High Technology Firm: A Longitudinal Study of Intentions Versus Actions”. The Journal of Product Innovation Management, 18(6), 388-395.
  • OLSON, E.L. ve BAKKE, G., (2004). “Creating Breakthrough Innovations by Implementing the Lead User Methodology”. Telektronikk, 2, 126 - 132.
  • OTTENBACHER, M. ve HARRINGTON, R.J. (2007). “The Innovation Development Process of Michelin-Starred Chefs”. International Journal of Contemporary Hospitality Management, 19(6), 444-460.
  • REID, S.E. ve DE BRENTANI, U. (2004). “The Fuzzy Front End of New Product Development for Discontinuous Innovations: A Theoretical Model”. Journal of Product Innovation Management, 21(3), 170- 184.
  • REINDERS, M.J., FRAMBACH, R.T. ve SCHOORMANS, J.P.L. (2010). “Using Product Bundling to Facilitate the Adoption Process of Radical Innovations”. Journal of Product Innovation Management, 27(7), 1127-1140.
  • ROBERTS, N. (2009). Digitally Enhancing Customer Agility And Competitive Activity: How Firms Use Information Technology To Sense And Respond To Market Opportunities In Hypercompetitive Environments. (Ph.D.). Clemson University.
  • ROUPE, D. (2003). Channel Category Managers’ Interrelationships and New Product Development Success. (Ph.D.). Portland State University.
  • SALAVOU, H. ve AVLONITIS, G. (2008). “Product Innovativeness and Performance: A Focus on SMEs”. Management Decision, 46(7), 969- 985.
  • SANDSTRÖM, G.Ö. ve TINGSTRÖM, J. (2008). “Management of Radical Innovation and Environmental Challenges”. European Journal of Innovation Management, 11(2), 182-198.
  • SCHREIER, M. ve PRÜGL, R. (2008). “Extending Lead-User Theory: Antecedents and Consequences of Consumers’ Lead Userness”. Journal of Product Innovation Management, 25(4), 331-346.
  • SHANI, A.B., SENA, J.A. ve OLIN, T. (2003). “Knowledge Management and New Product Development: A Study of Two Companies”. European Journal of Innovation Management, 6(3), 137-149.
  • SHARP, B.M. (2009). Multilevel Absorptive Capacity And Radical Innovation. (Ph.D.). West Lafayette:Purdue University.
  • SPITHOVEN, A., FRANTZEN, D. ve CLARYSSE, B. (2010). “Heterogeneous Firm-Level Effects of Knowledge Exchanges on Product Innovation: Differences between Dynamic and Lagging Product Innovators”. Journal of Product Innovation Management, 27(3), 362-381.
  • SUBRAMANIAM, M., (2006). “Integrating Cross-Border Knowledge for Transnational New Product Development”. Journal of Product Innovation Management, 23(6), 541-555.
  • SWAN, K.S., KOTABE, M. ve ALLRED, B.B. (2005). “Exploring Robust Design Capabilities, Their Role in Creating Global Products, and Their Relationship to Firm Performance”. Journal of Product Innovation Management, 22(2), 144-164.
  • TELLIS, G.J., PRABHU, J.C. ve CHANDY, R.K. (2009). “Radical Innovation Across Nations: The Preeminence of Corporate Culture”. Journal of Marketing, 73(1), 2-23.
  • TINOCO, J.K. (2007). Accomplishment of Dual Focus in Exploration and Exploitation: The Influential Role of The Customer Relationship Management (CRM) Process. (Ph.D.). The University of Central Florida.
  • TORKKELI, M., ELFVENGREN, K., KARKKAINEN, H. ve TUOMINEN, M., (2002). “Lead User Method with Group Support System-Need Assessment for New Wireless Technologies”, 12th International Working Seminar on Production Economics, February, ss.18-22.
  • UZKURT, C. (2008). Pazarlamada Değer Yaratma Aracı Olarak Yenilik Yönetimi ve Yenilikçi Örgüt Kültürü. İstanbul:Beta Basım Yayım.
  • VAN DER BIJ, H., SONG, X.M. ve WEGGEMAN, M. (2003). “An Empirical Investigation into the Antecedents of Knowledge Dissemination at the Strategic Business Unit Level”. Journal of Product Innovation Management, 20(2), 163-179.
  • VAN KLEEF, E., VAN TRIJP, H.C.M. ve LUNING,P., (2005). “Consumer Research in the Early Stages of New Product Development: A Critical Review of Methods and Techniques”. Food Quality and Preference,16, 181-201.
  • VERMEULEN, P.A.M. (2005). “Uncovering Barriers to Complex Incremental Product Innovation in Small and Medium Sized Financial Services Firms”. Journal of Small Business Management, 43(4), 432-452.
  • VINCENT, L.H., BHARADWAJ, S.G. ve CHALLAGALLA, G.N. (2004). “Does Innovation Mediate Firm Performance?: A Meta-Analysis of Determinants and Consequences of Organizational Innovation”, Unpublished Manuscript.
  • VON HIPPEL, E. (2005). Democratizing Innovation. London:The MIT Press.
  • VORHIES, D. ve MORGAN, N. (2005). “Benchmarking Marketing Capabilities for Sustainable Competitive Advantage”. Journal of Marketing, 69(1), 80-94.
  • WEI, Y. (2006). Market Orientation and Successful New Product Innovation: The Role Of Competency Traps. (Ph.D.). The University of North Carolina.
  • WEN, H.J., YEN, D.C., ZENG, Y.E. (2003). “Customer Relationship Management (CRM) in Business-to-Business (B2B) E-Commerce”. Information Management & Computer Security, 11(1), 39-44.
  • YALCINKAYA, G., CALANTONE, R. ve GRİFFİTH, D. (2007). “An Examination of Exploration and Exploitation Capabilities: Implications for Product Innovation and Market Performance”. Journal of International Marketing, 15(4), 63-93.
  • YANG, J. (2010). “The Knowledge Management Strategy and its Effect on Firm Performance: a Contingency Analysis”. International Journal of Production Economics, 125(2), 215-223.
  • YAYLA, A.Y. ve YILDIZ, A. (2010). “Lider Kullanıcı Metodunun Ürün Geliştirme Performansına Etkisi ve Uygulama”.İ.T.Ü Dergisi D Serisi, Mühendislik, 9(2), 3-12.
  • ZACHARIA, Z.G. (2001). An Analysis of The Effect of Logistics Involvement in Cross-Functional Integrated New Product Development Projects. (Ph.D.). Knoxville:The University of Tennessee.
  • ZHENG ZHOU, K., YIM, C.K. ve TSE, D.K. (2005). “The Effects of Strategic Orientations on Technology- and Market-Based Breakthrough Innovations”. Journal of Marketing, 69(2), 42-60.
Toplam 90 adet kaynakça vardır.

Ayrıntılar

Birincil Dil Türkçe
Bölüm Makaleler
Yazarlar

Aysel Erciş Bu kişi benim

Polat Can Bu kişi benim

Yayımlanma Tarihi 3 Haziran 2014
Yayımlandığı Sayı Yıl 2014 Cilt: 7 Sayı: 3

Kaynak Göster

APA Erciş, A., & Can, P. (2014). Müşteri İlişkileri Yönetiminin İnovasyon Stratejilerine Etkisi Üzerine Bir Araştırma. Uşak Üniversitesi Sosyal Bilimler Dergisi, 7(3), 19-66. https://doi.org/10.12780/UUSBD374

Adres: Uşak Üniversitesi Sosyal Bilimler Enstitüsü
Telefon: 0276 221 21 60 Faks :0276 221 21 61
E-posta: sosyaldergi@usak.edu.tr