Citation map · Study

SZodixStudyAcademic Library

Shelves Open access

Study · an open academic library·Metadata from OpenAlex (CC0)·Shelves·OpenAlex metadata, de-duplicated

A review of customer relationship management: successes, advances, pitfalls and futures

16 references·16 citing·48 second hopsampled

FromToDepth

this work references cited by second hop· second hop is a sample of the most-cited connections

References

1994The Commitment-Trust Theory of Relationship Marketing22,337 cited
2009Users of the world, unite! The challenges and opportunities of Social Media17,866 cited
1996The Behavioral Consequences of Service Quality11,994 cited
1965Inequity In Social Exchange10,813 cited
1987Developing Buyer-Seller Relationships9,139 cited
1998Consumers and Their Brands: Developing Relationship Theory in Consumer Research7,540 cited
1992Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations3,813 cited
2003Consumer–Company Identification: A Framework for Understanding Consumers’ Relationships with Companies3,330 cited
1992The Changing Role of Marketing in the Corporation2,773 cited
1998Market-Based Assets and Shareholder Value: A Framework for Analysis2,363 cited
1994From Marketing Mix to Relationship Marketing: Towards a Paradigm Shift in Marketing2,349 cited
1999Mass customization: The new frontier in business competition2,322 cited
2003Return on Marketing: Using Customer Equity to Focus Marketing Strategy2,149 cited
2005A Strategic Framework for Customer Relationship Management2,094 cited
2001Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

2,080 cited

1999A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery2,058 cited

Cited by

2015Brand innovation and social media: Knowledge acquisition from social media, market orientation, and the moderating role of social media strategic capability260 cited
2019Are CRM systems ready for AI integration?159 cited
2015The role of service fairness in the service quality – relationship quality – customer loyalty chain135 cited
2022AI and digitalization in relationship management: Impact of adopting AI-embedded CRM system120 cited
2014Paving the way for CRM success: The mediating role of knowledge management and organizational commitment104 cited
2018Implementation effects in the relationship between CRM and its performance97 cited
2021Customer Relationship Management Research from 2000 to 2020: An Academic Literature Review and Classification85 cited
2019Relational bonding strategies, customer satisfaction, and loyalty in the container shipping market81 cited
2022Assessing the Implementation of AI Integrated CRM System for B2C Relationship Management: Integrating Contingency Theory and Dynamic Capability View Theory72 cited
2015The firms benefits of mobile CRM from the relationship marketing approach and the TOE model65 cited
2018Resilience: resources and strategies of SMEs in a new theoretical framework60 cited
2013Customer relationship management: the evolving role of customer data55 cited
2015Exploring the role of knowledge management practices in fostering customer relationship management as a catalyst of marketing innovation49 cited
2013Successful implementation of CRM in luxury hotels: determinants and measurements48 cited
2014Radical innovation, market orientation, and risk-taking in Chinese new ventures: an exploratory study45 cited
2018Bank customer loyalty and satisfaction: the influence of virtual e-CRM44 cited