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Brave New World? On AI and the Management of Customer Relationships
16 references·4 citing·46 second hop
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this work references cited by second hop

References

  • 1991Firm Resources and Sustained Competitive Advantage52,460 cited
  • 2004Firm resources and sustained competitive advantage38,159 cited
  • 2012Consumer Acceptance and Use of Information Technology: Extending the Unified Theory of Acceptance and Use of Technology117,028 cited
  • 1950I.—COMPUTING MACHINERY AND INTELLIGENCE10,644 cited
  • 2004Computing Machinery and Intelligence (1950)6,159 cited
  • 1990Zero defections: quality comes to services.5,435 cited
  • 2018Artificial Intelligence in Service3,978 cited
  • 2016Weapons of Math Destruction: How Big Data Increases Inequality and Threatens Democracy2,338 cited
  • 2003Return on Marketing: Using Customer Equity to Focus Marketing Strategy2,214 cited
  • 2009Inferring friendship network structure by using mobile phone data1,872 cited
  • 2015Psychology of Habit1,625 cited
  • 2005Are the Drivers and Role of Online Trust the Same for All Web Sites and Consumers? A Large-Scale Exploratory Empirical Study1,499 cited
  • 2008Application of data mining techniques in customer relationship management: A literature review and classification1,293 cited
  • 2016A Thematic Exploration of Digital, Social Media, and Mobile Marketing: Research Evolution from 2000 to 2015 and an Agenda for Future Inquiry1,261 cited

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  • 2015Computer-based personality judgments are more accurate than those made by humans1,179 cited
  • 2020Transforming the Customer Experience through New Technologies1,152 cited
  • Cited by

    • 2020The Role of Marketing in Digital Business Platforms403 cited
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    • 2021The effect of AI-based CRM on organization performance and competitive advantage: An empirical analysis in the B2B context335 cited
    • 2021AI-enabled knowledge sharing and learning: redesigning roles and processes114 cited