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Electronic Commerce Customer Relationship Management: A Research Agenda.
- Source :
- Information Technology & Management; Apr2003, Vol. 4 Issue 2/3, p233-258, 26p, 2 Diagrams, 2 Charts, 1 Graph
- Publication Year :
- 2003
-
Abstract
- In this paper, we approach electronic commerce Customer Relationship Management (e-CRM) from the perspective of five research areas. Our purpose is to define a conceptual framework to examine the relationships among and between these five research areas within e-CRM and to propose how they might be integrated to further research this area. We begin with a discussion of each of the research areas through brief reviews of relevant literature for each and a discussion of the theoretical and strategic implications associated with some CRM technologies and research areas. Next we present our framework, which focuses on e-CRM from the five research perspectives. We then present a theoretical framework for e-CRM in terms of the five research areas and how they affect one another, as well as e-CRM processes and both performance and non-performance outcomes.
- Subjects :
- CUSTOMER relationship management
ELECTRONIC commerce
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Subjects
Details
- Language :
- English
- ISSN :
- 1385951X
- Volume :
- 4
- Issue :
- 2/3
- Database :
- Complementary Index
- Journal :
- Information Technology & Management
- Publication Type :
- Academic Journal
- Accession number :
- 10040541
- Full Text :
- https://doi.org/10.1023/A:1022906513502