@article{DallaPozzaGoetzSahut2018,
  author    = {Ilaria Dalla Pozza and Oliver G{\"o}tz and Jean Michel Sahut},
  title     = {Implementation effects in the relationship between CRM and its performance},
  journal   = {Journal of business research},
  volume    = {89},
  pages     = {391 -- 403},
  doi       = {10.1016/j.jbusres.2018.02.004},
  year        = {2018},
}