Assessing the Implementation of AI Integrated CRM System for B2C Relationship Management: Integrating Contingency Theory and Dynamic Capability View Theory

Author(s)

• Sheshadri Chatterjee
• Patrick Mikalef
• Sangeeta Khorana
• Hatice Kizgin

Affiliation

• Indian Institute of Technology, Kharagpur
• SINTEF Digital / Technology Management
• Bournemouth University
• University of Bradford

DOI

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