The information system as a competitive weapon
Communications of the ACM - Special section on management of information systems
A short-form measure of user information satisfaction: a psychometric evaluation and notes on use
Journal of Management Information Systems
An information systems keyword classification scheme
MIS Quarterly
Can the field of MIS be disciplined?
Communications of the ACM
The evolution of empirical research in IS: a study in IS maturity
Information and Management
A review of MIS research and disciplinary development
Journal of Management Information Systems
Empirical evaluation of the revised technology acceptance model
Management Science
Electronic focus groups: a framework for exploration
Information and Management
Added value and pricing with information technology
MIS Quarterly
Web sites of the Fortune 500 companies: facing customers through home pages
Information and Management
Marketing information on the I-Way: data junkyard or information gold mine?
Communications of the ACM
An emerging model of Web site design for marketing
Communications of the ACM
Creating a custom mass-production channel on the Internet
Communications of the ACM
Consumer privacy concerns about Internet marketing
Communications of the ACM
Web-based customer decision support systems
Communications of the ACM
Content of corporate Web pages as advertising media
Communications of the ACM
Decision support for real-time telemarketing operations through Bayesian network learning
Decision Support Systems - Special issue: knowledge discovery and its applications to business decision making
Testing the technology acceptance model across cultures: a three country study
Information and Management
Communications of the ACM
The emerging role of electronic marketplaces on the Internet
Communications of the ACM
Research opportunities in electronic commerce
Decision Support Systems - Special issue on electronic commerce
Viewing the WEB as a marketplace: the case of small companies
Decision Support Systems - Special issue on electronic commerce
A response to dynamic change in the market place
Decision Support Systems - Special issue on electronic commerce
Toward a unified view of electronic commerce
Communications of the ACM
A review of research in group support systems: leaders, approaches and directions
Decision Support Systems
A marketing category management system: a decision support system using scanner data
Decision Support Systems
Using perceived ease of use and perceived usefulness to predict acceptance of the World Wide Web
WWW7 Proceedings of the seventh international conference on World Wide Web 7
Decision Support Systems - Special issue on economics of electronic commerce
An empirical analysis of customer satisfaction for intranet marketing
Decision Support Systems - Special issue on economics of electronic commerce
Viewpoint: challenging the new conventional wisdom of net commerce strategies
Communications of the ACM
Managing information technology (IT) for one-to-one customer interaction
Information and Management
A design of a DSS intermediary for electronic markets
Decision Support Systems - Special issue on decision support technologies for complex and open organizations
The psychological origins of perceived usefulness and ease-of-use
Information and Management
Viewpoint: choosing appropriate information systems research methodologies
Communications of the ACM
Predictors of online buying behavior
Communications of the ACM
Management Science - Special issue on the performance of financial Institutions
Innovations in Financial Services, Relationships, and Risk Sharing
Management Science - Special issue on the performance of financial Institutions
Marketing on the internet - who can benefit from an online marketing approach
Decision Support Systems
A framework for understanding human factors in web-based electronic commerce
International Journal of Human-Computer Studies
Toward the optimal link structure of the cyber shopping mall
International Journal of Human-Computer Studies
Development of a workforce management system for a customer hotline service
Computers and Operations Research
Consumer web search behaviour: diagrammatic illustration of wayfinding on the web
International Journal of Human-Computer Studies
TELOS: A customer satisfaction evaluation software
Computers and Operations Research - Special issue on artificial intelligence and decision support with multiple criteria
An empirical study of EDI trading partner selection criteria in customer-supplier relationships
Information and Management
One-to-one marketing on the internet
ICIS '99 Proceedings of the 20th international conference on Information Systems
Can online auctions beat online catalogs?
ICIS '99 Proceedings of the 20th international conference on Information Systems
Building trust in the electronic market through an economic incentive mechanism
ICIS '99 Proceedings of the 20th international conference on Information Systems
Measuring information quality of web sites: development of an instrument
ICIS '99 Proceedings of the 20th international conference on Information Systems
Transference as a means of building trust in World Wide Web sites
ICIS '99 Proceedings of the 20th international conference on Information Systems
The role of trust and assurance services in electronic channels: an exploratory study
ICIS '99 Proceedings of the 20th international conference on Information Systems
An empirical investigation of electronic integration in a supply chain relationship
ICIS '99 Proceedings of the 20th international conference on Information Systems
Understanding trustworthiness beliefs in electronic brokerage usage
ICIS '99 Proceedings of the 20th international conference on Information Systems
ICIS '99 Proceedings of the 20th international conference on Information Systems
ICIS '98 Proceedings of the international conference on Information systems
ICIS '97 Proceedings of the eighteenth international conference on Information systems
Selling in the era of the “Net”: integration of electronic commerce in small firms
ICIS '97 Proceedings of the eighteenth international conference on Information systems
A case study of representational activity at a customer-centered business
ICIS '97 Proceedings of the eighteenth international conference on Information systems
On risk, convenience, and Internet shopping behavior
Communications of the ACM
Communications of the ACM
Communications of the ACM
External manifestations of trustworthiness in the interface
Communications of the ACM
Designing trust into online experiences
Communications of the ACM
Communications of the ACM
Communications of the ACM
Trust requirements in e-business
Communications of the ACM
Social Analyses of Computing: Theoretical Perspectives in Recent Empirical Research
ACM Computing Surveys (CSUR)
Technological capacitation in customer service work: a sociotechnical approach
ICIS '00 Proceedings of the twenty first international conference on Information systems
Computer-supported negotiations: an experimental study of bargaining in electronic commerce
ICIS '00 Proceedings of the twenty first international conference on Information systems
Switching cost and brand loyalty in electronic markets: evidence from on-line retail brokers
ICIS '00 Proceedings of the twenty first international conference on Information systems
Achieving first-mover advantage through product customization on the Internet
ICIS '00 Proceedings of the twenty first international conference on Information systems
The effect of negative buyer feedback on prices in Internet auction markets
ICIS '00 Proceedings of the twenty first international conference on Information systems
Trust in e-commerce vendors: a two-stage model
ICIS '00 Proceedings of the twenty first international conference on Information systems
Initial trust, perceived risk, and the adoption of internet banking
ICIS '00 Proceedings of the twenty first international conference on Information systems
Trading partner trust in electronic commerce participation
ICIS '00 Proceedings of the twenty first international conference on Information systems
Managing customer turnover in online services: a systems thinking approach
ICIS '00 Proceedings of the twenty first international conference on Information systems
ICIS '00 Proceedings of the twenty first international conference on Information systems
Data mining for customer service support
Information and Management
Opportunities to enhance a commercial website
Information and Management
Exploring the factors associated with Web site success in the context of electronic commerce
Information and Management
Knowledge creation in focus groups: can group technologies help?
Information and Management
From the user interface to the consumer interface: results from a global experiment
International Journal of Human-Computer Studies
Current technological impediments to business-to-consumer electronic commerce
Communications of the AIS
Consumer-centric reengineering at the Colorado Department of Revenue
Communications of the AIS
Consumer trust in an Internet store
Information Technology and Management
The Value of Internet Commerce to the Customer
Management Science
HICSS '95 Proceedings of the 28th Hawaii International Conference on System Sciences
HICSS '98 Proceedings of the Thirty-First Annual Hawaii International Conference on System Sciences-Volume 6 - Volume 6
Intelligent Clearinghouse: Electronic Marketplace with Computer-Mediated Negotiation Supports
HICSS '00 Proceedings of the 33rd Hawaii International Conference on System Sciences-Volume 1 - Volume 1
HICSS '00 Proceedings of the 33rd Hawaii International Conference on System Sciences-Volume 1 - Volume 1
Adoption of Internet-Based Product Customization and Pricing Strategie
HICSS '00 Proceedings of the 33rd Hawaii International Conference on System Sciences-Volume 6 - Volume 6
Electronic Store Design and Consumer Choice: An Empirical Study
HICSS '00 Proceedings of the 33rd Hawaii International Conference on System Sciences-Volume 6 - Volume 6
HICSS '00 Proceedings of the 33rd Hawaii International Conference on System Sciences-Volume 6 - Volume 6
HICSS '00 Proceedings of the 33rd Hawaii International Conference on System Sciences-Volume 6 - Volume 6
HICSS '00 Proceedings of the 33rd Hawaii International Conference on System Sciences-Volume 6 - Volume 6
Toward an Understanding of Consumer Experience on the Internet: Implications for Website Design
HICSS '00 Proceedings of the 33rd Hawaii International Conference on System Sciences-Volume 6 - Volume 6
Customer Delivered Value in a Web-Based Supermarket
HICSS '00 Proceedings of the 33rd Hawaii International Conference on System Sciences-Volume 6 - Volume 6
Management of Customer Relationship in Business Media The Case of the Financial Industry
HICSS '00 Proceedings of the 33rd Hawaii International Conference on System Sciences-Volume 6 - Volume 6
Domain-Oriented Interface Metaphors: Designing Web Interfaces for Effective Customer Interaction
HICSS '00 Proceedings of the 33rd Hawaii International Conference on System Sciences-Volume 6 - Volume 6
Becoming Your Own Travel Agent: A Web of Potentials and Pitfalls
HICSS '00 Proceedings of the 33rd Hawaii International Conference on System Sciences-Volume 7 - Volume 7
e-Services: Problems, Opportunities, and Digital Platforms
HICSS '01 Proceedings of the 34th Annual Hawaii International Conference on System Sciences ( HICSS-34)-Volume 3 - Volume 3
Satisfaction with Internet-Based Services
HICSS '02 Proceedings of the 35th Annual Hawaii International Conference on System Sciences (HICSS'02)-Volume 7 - Volume 7
HICSS '02 Proceedings of the 35th Annual Hawaii International Conference on System Sciences (HICSS'02)-Volume 7 - Volume 7
Improving E-business Customer Relationship Management Systems with Multilevel Secure Data Models
HICSS '02 Proceedings of the 35th Annual Hawaii International Conference on System Sciences (HICSS'02)-Volume 7 - Volume 7
Third-Party Assurances: The Road to Trust in Online Retailing
HICSS '02 Proceedings of the 35th Annual Hawaii International Conference on System Sciences (HICSS'02)-Volume 7 - Volume 7
An Analysis of Online Customer Complaints: Implications for Web Complaint Management
HICSS '02 Proceedings of the 35th Annual Hawaii International Conference on System Sciences (HICSS'02)-Volume 7 - Volume 7
HICSS '02 Proceedings of the 35th Annual Hawaii International Conference on System Sciences (HICSS'02)-Volume 7 - Volume 7
Feedback Mechanisms as Intermediaries for Web Information Market: An Exploratory Study
HICSS '01 Proceedings of the 34th Annual Hawaii International Conference on System Sciences ( HICSS-34)-Volume 7 - Volume 7
The Role of Structured Content in a Personalized News Service
HICSS '01 Proceedings of the 34th Annual Hawaii International Conference on System Sciences ( HICSS-34)-Volume 7 - Volume 7
HICSS '01 Proceedings of the 34th Annual Hawaii International Conference on System Sciences ( HICSS-34)-Volume 7 - Volume 7
Assessing the Quality of Auction Web Sites
HICSS '01 Proceedings of the 34th Annual Hawaii International Conference on System Sciences ( HICSS-34)-Volume 7 - Volume 7
HICSS '01 Proceedings of the 34th Annual Hawaii International Conference on System Sciences ( HICSS-34)-Volume 7 - Volume 7
Predicting Online Purchase Behavior: Replications and Test of Competing Models
HICSS '01 Proceedings of the 34th Annual Hawaii International Conference on System Sciences ( HICSS-34)-Volume 7 - Volume 7
Establishing a Framework for Analyzing Market Power in E-Retailing: An Empirical Study
HICSS '01 Proceedings of the 34th Annual Hawaii International Conference on System Sciences ( HICSS-34)-Volume 7 - Volume 7
HICSS '01 Proceedings of the 34th Annual Hawaii International Conference on System Sciences ( HICSS-34)-Volume 7 - Volume 7
Customer Relations Management Research: An Assessment of Sub Field Development and Maturity
HICSS '01 Proceedings of the 34th Annual Hawaii International Conference on System Sciences ( HICSS-34)-Volume 7 - Volume 7
Customer Relationship Management in the Pharmaceutical Industry
HICSS '01 Proceedings of the 34th Annual Hawaii International Conference on System Sciences ( HICSS-34)-Volume 7 - Volume 7
Enabling and Measuring Electronic Customer Relationship Management Readiness
HICSS '01 Proceedings of the 34th Annual Hawaii International Conference on System Sciences ( HICSS-34)-Volume 7 - Volume 7
Expectations and Rankings of Website Quality Features: Results of Two Studies on User Perceptions
HICSS '01 Proceedings of the 34th Annual Hawaii International Conference on System Sciences ( HICSS-34)-Volume 7 - Volume 7
E-Commerce Customer Relations Management
HICSS '01 Proceedings of the 34th Annual Hawaii International Conference on System Sciences ( HICSS-34)-Volume 7 - Volume 7
Conceptualizing Trust: A Typology and E-Commerce Customer Relationships Model
HICSS '01 Proceedings of the 34th Annual Hawaii International Conference on System Sciences ( HICSS-34)-Volume 7 - Volume 7
Enabling eCCRM: Content Model and Management for Financial eServices
HICSS '01 Proceedings of the 34th Annual Hawaii International Conference on System Sciences ( HICSS-34)-Volume 7 - Volume 7
HICSS '01 Proceedings of the 34th Annual Hawaii International Conference on System Sciences ( HICSS-34)-Volume 8 - Volume 8
Hans Ulrich Buhl, Andreas Will
HICSS '98 Proceedings of the Thirty-First Annual Hawaii International Conference on System Sciences-Volume 4 - Volume 4
Real-Time New Product Development in Financial Services: Some Managerial Implications
HICSS '98 Proceedings of the Thirty-First Annual Hawaii International Conference on System Sciences-Volume 4 - Volume 4
HICSS '98 Proceedings of the Thirty-First Annual Hawaii International Conference on System Sciences-Volume 4 - Volume 4
Elements of a Reference Model for Electronic Markets
HICSS '98 Proceedings of the Thirty-First Annual Hawaii International Conference on System Sciences-Volume 4 - Volume 4
Trust in Electronic Commerce: Definition and Theoretical Considerations
HICSS '98 Proceedings of the Thirty-First Annual Hawaii International Conference on System Sciences-Volume 4 - Volume 4
Electronic Trading in On-line Delivered Content
HICSS '99 Proceedings of the Thirty-second Annual Hawaii International Conference on System Sciences-Volume 5 - Volume 5
The Nature of Goods and Internet Commerce Benefit: A Preliminary Study
HICSS '99 Proceedings of the Thirty-second Annual Hawaii International Conference on System Sciences-Volume 5 - Volume 5
Dimensions of Intangible Goods
HICSS '99 Proceedings of the Thirty-second Annual Hawaii International Conference on System Sciences-Volume 5 - Volume 5
Transforming Business in the Marketspace
HICSS '99 Proceedings of the Thirty-second Annual Hawaii International Conference on System Sciences-Volume 5 - Volume 5
Antecedents of Customer Satisfaction on the Internet: An Empirical Study of Online Shopping
HICSS '99 Proceedings of the Thirty-second Annual Hawaii International Conference on System Sciences-Volume 5 - Volume 5
Evaluating the Use of Information Technology in Inter-Organizational Relationships
HICSS '99 Proceedings of the Thirty-second Annual Hawaii International Conference on System Sciences-Volume 5 - Volume 5
Electronic Intermediaries: Trust Building and Market Differentiation
HICSS '99 Proceedings of the Thirty-second Annual Hawaii International Conference on System Sciences-Volume 5 - Volume 5
HICSS '99 Proceedings of the Thirty-second Annual Hawaii International Conference on System Sciences-Volume 5 - Volume 5
Issues and Concerns in Internet Based Financial Applications: An Example from an Auto Finance System
HICSS '99 Proceedings of the Thirty-second Annual Hawaii International Conference on System Sciences-Volume 5 - Volume 5
HICSS '99 Proceedings of the Thirty-second Annual Hawaii International Conference on System Sciences-Volume 5 - Volume 5
From Wall Street to Main Street: Reaching out to Small Investors
HICSS '99 Proceedings of the Thirty-second Annual Hawaii International Conference on System Sciences-Volume 5 - Volume 5
A Study of Web Diffusion in Travel Agencies
HICSS '99 Proceedings of the Thirty-second Annual Hawaii International Conference on System Sciences-Volume 5 - Volume 5
Success Criteria for Financial Institutions in Electronic Commerce
HICSS '99 Proceedings of the Thirty-second Annual Hawaii International Conference on System Sciences-Volume 5 - Volume 5
HICSS '99 Proceedings of the Thirty-second Annual Hawaii International Conference on System Sciences-Volume 7 - Volume 7
HICSS '97 Proceedings of the 30th Hawaii International Conference on System Sciences: Information Systems Track-Collaboration Systems and Technology - Volume 2
BANKING ON THE INTERNET AND ITS APPLICATIONS
HICSS '97 Proceedings of the 30th Hawaii International Conference on System Sciences: Information Systems Track—Internet and the Digital Economy - Volume 4
Corporate Policies for Electronic Commerce
HICSS '97 Proceedings of the 30th Hawaii International Conference on System Sciences: Information Systems Track—Internet and the Digital Economy - Volume 4
Framework for Targeting Banner Advertising On the Internet
HICSS '97 Proceedings of the 30th Hawaii International Conference on System Sciences: Information Systems Track—Internet and the Digital Economy - Volume 4
Electronic Market Intermediary: Transforming Technical Feasibility into Institutional Reality
HICSS '97 Proceedings of the 30th Hawaii International Conference on System Sciences: Information Systems Track—Internet and the Digital Economy - Volume 4
Electronic Commerce for Agricultural Transactions: Role of Intermediaries and Accurate Pricing
HICSS '97 Proceedings of the 30th Hawaii International Conference on System Sciences: Information Systems Track—Internet and the Digital Economy - Volume 4
The Impact of Electronic Commerce on the Travel Industry
HICSS '97 Proceedings of the 30th Hawaii International Conference on System Sciences: Information Systems Track—Internet and the Digital Economy - Volume 4
MIS research: a profile of leading journals and universities
ACM SIGMIS Database
An assessment of group support systems experimental research: methodology and results
Journal of Management Information Systems - Special issue: GSS insights: a look back at the lab, a look forward from the field
Journal of Management Information Systems - Special section: Managing virtual workplaces and teleworking with information technology
An empirical assessment of a modified technology acceptance model
Journal of Management Information Systems - Special section: Strategic and competitive information systems
InterShop: enhancing the vendor/customer dialectic in electronic shopping
Journal of Management Information Systems - Special section: Navigation in information-intensive environments
Marketing information systems in the fortune 500 companies: past, present, and future
Journal of Management Information Systems - Special section: Realizing value from information technology investment
Electronic commerce: structures and issues
International Journal of Electronic Commerce - Special section: Diversity in electronic commerce research
Consumer reactions to electronic shopping on the world wide web
International Journal of Electronic Commerce
The web's impact on selling techniques: historical perspective and early observations
International Journal of Electronic Commerce
An exploratory study of the emerging role of electronic intermediaries
International Journal of Electronic Commerce
A classification of internet retail stores
International Journal of Electronic Commerce
A comparison of shopping experiences across three competing digital retailing interfaces
International Journal of Electronic Commerce
Designing trustworthy interorganizational trade procedures for open electronic commerce
International Journal of Electronic Commerce - Special issue: A global perspective on electronic commerce
Customer and merchant acceptance of electronic cash: evidence from Mondex in Hong Kong
International Journal of Electronic Commerce
Manheim auctions: transforming interorganizational relationships with an extranet
International Journal of Electronic Commerce - Special issue: Electronic commerce and market transformation
Explaining cybermediation: an organizational analysis of electronic retailing
International Journal of Electronic Commerce - Special issue: Electronic commerce and market transformation
Information exchange in electronic markets: implications for market structures
International Journal of Electronic Commerce - Special issue: Electronic commerce and market transformation
The economics of freebies in exchange for consumer information on the internet: an exploratory study
International Journal of Electronic Commerce
International Journal of Electronic Commerce
Critical failure factors that discourage the growth of electronic commerce
International Journal of Electronic Commerce
The impact of electronic marketplaces on product prices: an empirical study of AUCNET
International Journal of Electronic Commerce
Cyberconsumption taxes and electronic collection systems: a canonical consumer-delivered sales tax
International Journal of Electronic Commerce
EASY shopping: a value-added service for electronic malls
International Journal of Electronic Commerce
Evidential reasoning for web trust assurance services
Journal of Management Information Systems - Special section: Exploring the outlands of the MIS discipline
Business Networking Systems: Characteristics and Lessons Learned
International Journal of Electronic Commerce
Toward a Generic Model of Trust for Electronic Commerce
International Journal of Electronic Commerce
Determinants of On-Line Channel Use for Purchasing Financial Products
International Journal of Electronic Commerce
Journal of Management Information Systems
Group Support Systems: A Descriptive Evaluation of Case and Field Studies
Journal of Management Information Systems
Multi-Channel Strategies: Capturing and Exploring Diversity in the European Retail Grocery Industry
International Journal of Electronic Commerce
Customer Satisfaction with Electronic Service Encounters
International Journal of Electronic Commerce
International Journal of Electronic Commerce
International Journal of Electronic Commerce
Electronic Commerce and Organizational Innovation: Aspects and Opportunities
International Journal of Electronic Commerce
An Analysis of Diversity in Electronic Commerce Research
International Journal of Electronic Commerce
International Journal of Electronic Commerce
Determinants of E-CRM in influencing customer satisfaction
PRICAI'06 Proceedings of the 9th Pacific Rim international conference on Artificial intelligence
Proceedings of the 2011 iConference
A review of research trends in strategic information-systems planning
International Journal of Business Information Systems
The evolution of corporate web presence: A longitudinal study of large American companies
International Journal of Information Management: The Journal for Information Professionals
International Journal of Organizational and Collective Intelligence
Information Resources Management Journal
How do competitive environments moderate CRM value?
Decision Support Systems
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The status and maturity of electronic commerce customer relationship management (ECCRM), an emerging subfield of management information systems (MIS), are investigated through an exhaustive literature review of 369 articles, from the first published article in 1984 through conference papers given in 2001 and 2002. The results indicate some trends that should be of interest and concern to researchers in this area and in MIS as a whole. First, exploratory surveys dominate the research literature, which in itself may be problematic. More troubling, most of the survey instruments were not validated, and the authors did not mention validation procedures. Second, there has been little theoretical development, and few empirical studies use hypothesis testing. Third, cumulative tradition has hardly emerged, with each study developing a new conceptual model, new constructs, and new instruments. On the positive side, ECCRM researchers have employed a wide range of methods and studied a broad range of topics. The subfield of ECCRM is young, but is growing rapidly, and professional activity in the MIS research community illustrates its importance. Specific recommendations for further development are provided.