Electronic Commerce Customer Relationship Management: A Research Agenda

  • Authors:

  • Nicholas C. Romano, Jr.;Jerry Fjermestad

  • Affiliations:

  • Department of Management Science and Information Systems, College of Business, Oklahoma State University, 700 North Greenwood Avenue, Tulsa, OK 74172, USA Nicholas-Romano@MSTM.OKState.EDU< ...;School of Management, Information Systems Department, Center for Pervasive Information Technology, New Jersey Institute of Technology, University Heights, Newark, NJ 07102, USA Fjermestad@ ...

  • Venue:
  • Information Technology and Management
  • Year:
  • 2003

Quantified Score

Hi-index 0.00

Visualization

Abstract

In this paper, we approach electronic commerce Customer Relationship Management (e-CRM) from the perspective of five research areas. Our purpose is to define a conceptual framework to examine the relationships among and between these five research areas within e-CRM and to propose how they might be integrated to further research this area. We begin with a discussion of each of the research areas through brief reviews of relevant literature for each and a discussion of the theoretical and strategic implications associated with some CRM technologies and research areas. Next we present our framework, which focuses on e-CRM from the five research perspectives. We then present a theoretical framework for e-CRM in terms of the five research areas and how they affect one another, as well as e-CRM processes and both performance and non-performance outcomes.