Comparative study of customer relationship management research from East Asia, North America and Europe: A bibliometric overview

doi:10.1007/s12525-020-00395-7

	Comparative study of customer relationship management research from East Asia, North America and Europe: A bibliometric overview
	Liu, Wei 1; Wang, Zongshui 2,3; Zhao, Hong 1
刊名	ELECTRONIC MARKETS
	2020-01-25
页码	23
关键词	Customer relationship management (CRM) Bibliometrics Co-word analysis Comparative analysis Research trends
ISSN号	1019-6781
DOI	10.1007/s12525-020-00395-7
英文摘要	Customer relationship management (CRM) has become a critical research topic for scholars and practitioners, yet most existing CRM research overviews depend on the authors' subjective judgements and are limited to the marketing field, making it difficult to comprehensively understand CRM research. This study combines a quantitative bibliometric methodology with qualitative systematic analysis and provides a comprehensive CRM roadmap with a broad disciplinary scope. Using datasets from the Web of Science (WoS), this study conducts a co-word analysis of 1971 publications on CRM from East Asia, North America and Europe. The results suggest that CRM studies differ across regions: eastern studies emphasize utilizing technologies to develop CRM, and western studies focus on the effects of CRM programmes on outcomes. Based on the bibliometric analysis and CRM studies, this study provides a list of systematic questions worthy of being explored as it can provide insight for researchers and practitioners.
资助项目	National Natural Science Foundation of China[71972175] ; National Key R&D Program of China[2017YFB1400500]
WOS研究方向	Business & Economics
语种	英语
出版者	SPRINGER HEIDELBERG
WOS记录号	WOS:000509141000001
内容类型	期刊论文
源URL	[http://ir.amss.ac.cn/handle/2S8OKBNM/50570]
专题	中国科学院数学与系统科学研究院
通讯作者	Wang, Zongshui
作者单位	1.Univ Chinese Acad Sci, Sch Econ & Management, Zhongguancun Rd 80, Beijing 100190, Peoples R China 2.Univ Chinese Acad Sci, Acad Math & Syst Sci, Yuquan 19, Beijing 100049, Peoples R China 3.Beijing Informat Sci & Technol Univ, Sch Econ & Management, Qinghexiaoying East Rd 12, Beijing 100192, Peoples R China
推荐引用方式 GB/T 7714	Liu, Wei,Wang, Zongshui,Zhao, Hong. Comparative study of customer relationship management research from East Asia, North America and Europe: A bibliometric overview[J]. ELECTRONIC MARKETS,2020:23.
APA	Liu, Wei,Wang, Zongshui,&Zhao, Hong.(2020).Comparative study of customer relationship management research from East Asia, North America and Europe: A bibliometric overview.ELECTRONIC MARKETS,23.
MLA	Liu, Wei,et al."Comparative study of customer relationship management research from East Asia, North America and Europe: A bibliometric overview".ELECTRONIC MARKETS (2020):23.