What's Behind CRM Research? A Bibliometric Analysis of Publications in the CRM Research Field

Q2 Business, Management and Accounting

Journal of Relationship Marketing Pub Date : 2018-01-02 DOI:10.1080/15332667.2018.1440139

Cintia Araújo, C. Pedron, W. Picoto

引用次数: 16

Abstract

ABSTRACT The diversity of approaches to customer relationship management (CRM) brings about the need for systematic reviews. The objective of this article is to identify and categorize the most used publications in the CRM field. We conducted a bibliometric analysis using the Web of Science database. To identify and categorize the subfields, we conducted an exploratory factor analysis. The most used publications were categorized into: (1) methodology in the CRM research field; (2) relationship marketing; (3) service quality and customer loyalty; (4) implications of market-oriented strategy; (5) CRM theory and its practical implications; (6) strategic management; and (7) customer value.

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CRM研究的背后是什么？CRM研究领域出版物的文献计量分析

客户关系管理(CRM)方法的多样性带来了系统审查的需要。本文的目的是识别和分类CRM领域中最常用的出版物。我们使用Web of Science数据库进行了文献计量分析。为了识别和分类子场，我们进行了探索性因子分析。使用最多的出版物分为:(1)客户关系管理研究领域的方法论;(2)关系营销;(3)服务质量与顾客忠诚度;(4)市场导向战略的含义;(5)客户关系管理理论及其实践意义;(6)战略管理;(7)顾客价值。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Relationship Marketing Business, Management and Accounting-Marketing

CiteScore

10.20

自引率

0.00%

发文量

期刊介绍： The Journal of Relationship Marketing is a quarterly journal that publishes peer-reviewed (double-blind) conceptual and empirical papers of original works that make serious contributions to the understanding and advancement of relationship and marketing theory, research, and practice. This academic journal is interdisciplinary and international in nature. Topics of interest (not limited to): Evolution and life cycle of RM; theoretical and methodological issues in RM; types of RM, networks and strategic alliances; internal communication, quality, trust, commitment, satisfaction, loyalty, and dissolution in RM; applications of RM in different disciplines and industries; international perspectives in RM; RM strategies in services economy, higher education, and e-commerce; RM, technology, and the Web; profitability and RM; case studies and best practices in RM. If you are interested in becoming an ad-hoc reviewer, please e-mail a brief statement indicating your area of expertise and interest along with a copy of your CV.