Customer Relationship Management Research from 2000 to 2020: An Academic Literature Review and Classification
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DOI: 10.1177/0972262920984550
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References listed on IDEAS
- Fernandes, Teresa & Pinto, Teresa, 2019. "Relationship quality determinants and outcomes in retail banking services: The role of customer experience," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 30-41.
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- Stringfellow, Anne & Nie, Winter & Bowen, David E., 2004. "CRM: Profiting from understanding customer needs," Business Horizons, Elsevier, vol. 47(5), pages 45-52.
- Peppard, Joe, 2000. "Customer Relationship Management (CRM) in financial services," European Management Journal, Elsevier, vol. 18(3), pages 312-327, June.
- Haislip, Jacob Z. & Richardson, Vernon J., 2017. "The effect of Customer Relationship Management systems on firm performance," International Journal of Accounting Information Systems, Elsevier, vol. 27(C), pages 16-29.
- James Agyei & Shaorong Sun & Eugene Abrokwah & Emmanuel Kofi Penney & Richmond Ofori-Boafo, 2020. "Influence of Trust on Customer Engagement: Empirical Evidence From the Insurance Industry in Ghana," SAGE Open, , vol. 10(1), pages 21582440198, January.
- Dalla Pozza, Ilaria & Goetz, Oliver & Sahut, Jean Michel, 2018. "Implementation effects in the relationship between CRM and its performance," Journal of Business Research, Elsevier, vol. 89(C), pages 391-403.
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- Malcolm Smith & Chen Chang, 2010. "Improving customer outcomes through the implementation of customer relationship management," Asian Review of Accounting, Emerald Group Publishing Limited, vol. 18(3), pages 260-285, September.
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- Fahim ul Amin & Qingkai Ji & MarÃa del Carmen Valls MartÃnez & Qian-Li Dong & Shamsa Kanwal & Iram Zulfiqar, 2023. "The Moderating Effect of Customer Relationship on Supply Chain Risk Management and Organization Performance in Logistics Sector of Pakistan," SAGE Open, , vol. 13(1), pages 21582440231, March.
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Keywords
Customer Relationship Management; Relationship Marketing; Literature Review; Classifications;All these keywords.
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