Electronic Commerce Customer Relationship Management: A Research Agenda
Information Technology and Management
User Expectations and Rankings of Quality Factors in Different Web Site Domains
International Journal of Electronic Commerce
Electronic Commerce Customer Relationship Management: An Assessment of Research
International Journal of Electronic Commerce
The assessment of usability of electronic shopping: A heuristic evaluation
International Journal of Information Management: The Journal for Information Professionals
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MIS research into Electronic Commerce Customer Relations Management (ECCRM) has received a great deal of attention over the last five years. This study investigates the status and maturity of this emerging sub field through an exhaustive literature review from all available conference proceedings and journals from the first published article (1984) until the end of the first quarter 2000. Results of the study of 211 articles indicate a number of interesting trends, which should be of concern to IS researchers in this area and in MIS on the whole. First, exploratory surveys dominate the research literature, which in itself may be problematic. However, even more troubling is either the fact that the majority of the survey instruments were not validated, or the authors did not think it important to include validation procedures within their papers. Second, little theory has been developed and few empirical studies use hypothesis testing. Third, there is little cumulative tradition emerging, as each study develops a new conceptual model, new constructs and new instruments. Finally, the news is not all bad; overall, ECCRM literature has employed a wide range of research methods, constructs and variables. Although the sub field of ECCRM is young, it is growing rapidly and professional activity within the IS research community illustrates its emerging importance.