客户关系管理（CRM）：文献计量分析

Q3 Business, Management and Accounting

International Journal of Services Operations and Informatics Pub Date : 2020-08-12 DOI:10.1504/ijsoi.2020.10030517

Vicente Navarro, R. O. Badenes, H. G. Gómez, Jose Antonio Gil Gomez

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引用次数: 14

摘要

这是对客户关系管理（CRM）出版物的文献计量学研究，CRM是当今最具实施性和扩展性的企业管理软件之一。本文的目的是双重的：一方面分析不同作者和实体对CRM的影响和影响焦点，第二，确定（基于对CRM出版物的文献计量学研究结果）是否有兴趣调查和深化CRM结果作为现代领先的企业管理解决方案的好处和影响。文献计量学是信息科学的一个基础领域，对文献资料进行定量研究。本研究使用科学网络数据库对CRM研究进行了文献计量学概述，确定了自1900-2017年以来最多产和最具影响力的期刊、作者、机构和国家。

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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Customer Relationship Management (CRM): A Bibliometric Analysis

This is a bibliometric study of the publications about customer relationship management (CRM), as one of the nowadays most implemented and extended enterprise management software. The objective of this paper is twofold: on the one hand to analyse the impact and focus of influence of the different authors and entities that have been researching on CRM, and secondly to determine (based on the results of the bibliometric study of the publications on CRM) if it may be of interest to investigate and deepen the benefits and impact on CRM results as a modern and leading enterprise management solution. Bibliometrics is a fundamental field of information science that studies bibliographic material quantitatively. This study presents a bibliometric overview of CRM research using the web of science database, identifying the most prolific and influential journals, authors, institutions and countries, considering the period since 1900-2017.

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来源期刊

International Journal of Services Operations and Informatics Business, Management and Accounting-Management Information Systems

CiteScore

1.60

自引率

0.00%

发文量

期刊介绍： The advances in distributed computing and networks make it possible to link people, heterogeneous service providers and physically isolated services efficiently and cost-effectively. As the economic dynamics and the complexity of service operations continue to increase, it becomes a critical challenge to leverage information technology in achieving world-class quality and productivity in the production and delivery of physical goods and services. The IJSOI, a fully refereed journal, provides the primary forum for both academic and industry researchers and practitioners to propose and foster discussion on state-of-the-art research and development in the areas of service operations and the role of informatics towards improving their efficiency and competitiveness.