Title: Research insights in electronic customer relationship management (e-CRM): a review of the literature (2000-2006)

Authors: Eleni K. Kevork, Adam P. Vrechopoulos

Addresses: ELTRUN – The E-Business Center, Athens University of Economics and Business, Department of Management Science and Technology, 3rd Floor, 80 Patission Avenue, 104 34, Athens, Greece. ' ELTRUN – The E-Business Center, Athens University of Economics and Business, Department of Management Science and Technology, 2nd Floor, 80 Patission Street, 104 34, Athens, Greece

Abstract: While electronic customer relationship management (e-CRM) has been thoroughly investigated via multiple research perspectives and multidisciplinary approaches in the past, until today, there has been no available work providing an integrated framework of the relevant e-CRM literature and its corresponding classification schemes. To that end, this paper manipulates a database of approximately 400 references and classifies e-CRM research activity via classification variables, sector investigated, journal/year of publication, type of research employed (e.g., experiment vs. case study), discipline(s) involved, etc. This review paper serves as a useful point of reference for both researchers and practitioners, as it provides a broadened understanding of conceptual and functional e-CRM features, while clarifying the types of research conducted within the e-CRM spectrum as a whole. Further, this paper describes how e-CRM dimensions are labelled and treated within the boundaries of the various disciplines/research areas.

Keywords: electronic customer relationship management; e-CRM; literature review; relationship marketing; classification framework; research perspectives.

DOI: 10.1504/IJECRM.2008.021106

International Journal of Electronic Customer Relationship Management, 2008 Vol.2 No.4, pp.376 - 417

Published online: 04 Nov 2008 *

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