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2013

Name of the Article

"Corporate and Brand Web Sites as Customer
Relationship Management Tools"

"Customer Relations Through
the Internet"

"Customer Relationship
Management in Electronic
Markets"

"Factors for Success in Customer Relationship
Management (CRM) Systems"

"Technology Innovation and Implications for Customer
Relationship Management"

"The Role of Relational Information Processes and
Technology Use in Customer Relationship
Management"

"Assessing Customer Satisfaction in a Vcommerce
Environment"

"The Customer Relationship Management Process: Its
Measurement and Impact on Performance"

"Artificial Intelligencein Managing Market
Relationships:The Use of Intelligence Agents"

"Customer Relationship Management for the Web-Access
Challenged: Inaccessibility of Fortune 250 Business Web
Sites"

"Why Do Customer Relationship Management
Applications Affect Customer Satisfaction?"

"Social intelligence in customerengagement"

"Information Technology Competence and Value Creation
in Supplier-Customer Relationships"

"Culture: The Software of e‐Customer Relationship
Management"

"Does relationship quality matter in service
relationships?"

Robert D. Winsor , Birgit Leisen , Mark Leach &
Annie Liu 2008 "Corporate and Brand Web Sites as
Customer Relationship Management Tools" "Journal
of Relationship Marketing"

Hans H. Bauer , Mark Grether & Mark Leach 2008
"Customer Relations Through
the Internet" "Journal of Relationship
Marketing"

Gopalkrishnan R. Iyer & David Bejou 2008 "Customer
Relationship
Management in Electronic
Markets" "Journal of Relationship
Marketing"

Hugh Wilson , Elizabeth Daniel & Malcolm
McDonald2010 "Factors for Success in Customer
Relationship
Management (CRM) Systems" "Journal of Marketing
Management"

Baohong Sun2006 "Technology Innovation and
Implications for Customer Relationship
Management"" Journal of Marketing Science"

Satish Jayachandran, Subhash Sharma, Peter
Kaufman and Pushkala Raman2005 "The Role of
Relational Information Processes and Technology Use
in Customer Relationship
Management" "Journal of Marketing"

Shuchih Ernest Chang & Yu-Teng Jang 2009
"Assessing Customer Satisfaction in a Vcommerce
Environment" "Journal of Organizational Computing
and
Electronic Commerce"

Werner Reinartz, Manfred Krafft and Wayne D.
Hoyer2004"The Customer Relationship Management
Process: Its Measurement and Impact on
Performance" "Journal of Marketing Research"

Sofia Daskou a & Eleni E. Mangina b2008 "Artificial
Intelligencein Managing Market Relationships:The
Use of Intelligence Agents" "Journal of Relationship
Marketing"

Nicholas C. Romano, Jr.2003 "Customer Relationship
Management for the Web-Access Challenged:
Inaccessibility of Fortune 250 Business Web
Sites"International "Journal of Electronic Commerce"

Sunil Mithas, M. S. Krishnan and Claes Fornell2005
"Why Do Customer Relationship Management
Applications Affect Customer Satisfaction?" "Journal
of Marketing,"

Merlin Stone & Neil Woodcock2013 "Social
intelligence in customerengagement" "Journal of
Strategic Marketing"

Achim Walter & Thomas Ritter2005 "Information
Technology Competence and Value Creation in
Supplier-Customer Relationships" "Journal of
Relationship Marketing"

Marianna Sigala2006 "Culture: The Software of e‐
Customer Relationship Management" "Journal of
Marketing Communications"

Sanjit Kumar Roy & Abdolreza Eshghi2013 "Does
relationship quality matter in service relationships?"
"Journal of Strategic Marketing"

Author

"Journal Name

Robert D. Winsor , Birgit Leisen ,
Mark Leach & Annie Liu

"Journal of Relationship
Marketing"

Hans H. Bauer , Mark Grether &
Mark Leach

"Journal of Relationship
Marketing"

Gopalkrishnan R. Iyer & David
Bejou

"Journal of Relationship
Marketing"

Hugh Wilson , Elizabeth Daniel &
Malcolm McDonald

"Journal of Marketing
Management"

Baohong Sun

" Journal of Marketing Science"

Satish Jayachandran, Subhash
Sharma, Peter Kaufman and
Pushkala Raman

"Journal of Marketing"

Shuchih Ernest Chang & Yu-Teng
Jang

"Journal of Organizational
Computing and
Electronic Commerce"

Werner Reinartz, Manfred Krafft
and Wayne D. Hoyer

"Journal of Marketing Research"

Sofia Daskou a & Eleni E. Mangina
b

"Journal of Relationship
Marketing"

Nicholas C. Romano, Jr.

International "Journal of
Electronic Commerce"

Sunil Mithas, M. S. Krishnan and
Claes Fornell

"Journal of Marketing,"

Merlin Stone & Neil Woodcock

"Journal of Strategic Marketing"

Achim Walter & Thomas Ritter

"Journal of Relationship
Marketing"

Marianna Sigala

"Journal of Marketing
Communications"

Sanjit Kumar Roy & Abdolreza
Eshghi

"Journal of Strategic Marketing"

Research Question

A general overview
and framework of the opportunities provided by each form of
Internet relationshipbuilding approach, a suggested implementation process for
exploiting
these opportunities, and the specific business, product, and
market conditions that facilitate these potential advantages

The authors present a critical theoretical and empirical analysis of
the
contribution the Internet can make to successful relationship
marketing.

authors identify various contentious issues behind the
various key concepts of relationship management and identify
several areas
that deserve closer academic scrutiny and managerial inspection.
The
paper also comments on the extent to which Internet technology can
bring
about closer relationships with a firm’s customers

This study
examines the factors that influence the successful
deployment of CRM applications, with particular
emphasis on those factors which are distinct from
other areas of application. Using the analytic
induction method, success factors were derived
from five in-depth case studies

Focus is on
discussing new possibilities for CRM and its implications
for marketing models.

The authors conceptualize
and measure relationali nformatiopnr ocesses, or organizationalr
outinest hata re criticalf orc ustomerr elationshipm
anagement (CRM). the key driversa nd outcome of relationali
nformationpr ocesses
and the role of technology in implementing CRM using data
collected from a diverse sample of firms.

The design and implementation of a non-intrusive method of
assessing
customer satisfaction in a voice-enabled electronic commerce
environment

In this study, the authors conceptualized aconstruct of the CRM
process and its dimensions, secondly they operationalize and
validate the construct and finally empirically investigate the
organizational performance consequences of implementing CRM
process.

This paper presents a theoretical framework for the development of
a new intelligent software system designed to integrate loyalty
programs data bases information, consumer surveys and qualitative
studies.

Online barriers limit or eliminate Web accessibility for many
potential customers with access challenges. It is difficult to
establish, develop and manage relationships with potential
customers if they cannot access the company’s Web site for
information, let alone to place orders or request services. Hence this
study evaluates the accessbilitity of the fortune 250 companies

This research evaluates the effect of customer relationship
management (CRM) on customer knowledge and customer
satisfaction

This article explains how social media channels enable brands and
companies to engage with consumers.

It provides a discussion of the interplay between IT and relationship
variables, i.e., relationship functions, trust and relationship value.

This article investigates the effect of cultural dimensions on E-CRM
implementation

This research explores how relationship quality influences
behavioural, attitudinal loyalty and customers’ advocacy intentions
in service relationships

Key Variables

Customer relationship management, CRM, internet, relationship
marketing, electronic commerce

Internet, customer relationship management, trust, commitment,
satisfaction, LISREL

Customer relationship management (CRM), e-CRM,
electronic market relationships, relationship marketing

customer relationship management, IT, analytic
induction, success factors, barriers, marketing

customer relationship management; service channel; CRM
programs; pricing of services;
development of customer demand; cross-selling; communication
campaign; adaptive learning; dynamic
marketing interventions

Customer Relationship Orientation, Customer-Centric
Management System, CRM Technology Use, Relational
Information Process

back propagation networks; customer satisfaction; customization;
electronic
commerce; voice applications

CRM process, company performance, satisfaction, customer
loyalty, acquisition and retention & customer value

Digital technologies, economic development & national
productivity and global competitiveness.

Access challenges, Americans with Disabilities Act (ADA), Center
for Assistive Technologies (CAST), Customer RelationshipM
anagement (CRM), Fortune 250, Web site accessibility

CRM, Customer Knowledge & Customer Satisfaction

social media; customer acquisition; customer retention; customer
development; yield management; marketing productivity

Information technology competence, trust, relationship value,
German automobile industry

E-Customer Relationship Management, culture, impact,
implications

Relationship quality; customer advocacy; trust; higher-order
confirmatory factor analysis

Findings

CRM technology promises to be a powerful form of competitive
and operational leverage for nearly all organizations, only some
forms
of Internet-based CRM efforts are appropriate for each firm.
Adopting
the wrong model places a firm at a strategic and economic
disadvantage
by confounding its mission and misdirecting valuable resources

The analysis showed that
trust in a business relationship has a positive effect on
commitment
(β23 = .47). Customers who trust a corporation feel more
committed to
it. The regression coefficient for the interaction of satisfaction
with a
business relationship and commitment reveals that satisfaction
has an
even greater effect on commitment than trust has (β21 = .78)

practitioners need to re-evaluate
their deployment of CRM technologies, especially their goals and
the
types of tasks for which technological solutions are particularly
effective,
academics must engage in a detailed empirical examination
through replications and extensions of past studies of the
satisfaction-loyaltyprofitability
links to draw out the boundary conditions under which
these links hold true.

the importance to the success of IT/marketing initiatives of a
market
orientation; the need for business system convergence on a
single view of
customers and other entities such as competitors; the need to
include cultural
change issues within the project’s scope; the need to design for
flexibility;
and the need to manage IT infrastructure.

Application of
CRM involves predictions of customer acquisition,
retention, and development probabilities, forecast of
future revenues, development of customer demand
and preference, firm learning and solution of marketing
interventions in a dynamic setting.
The
results show that relational informationprocesses play a vital role
in enhancing an organization's customer relationship
performance. By moderating the influence of relational
information processes on customer relationship
performance, technology used for CRM performs an important
and supportive role.

The future of v-commerce will be supplemented by applications
used by a wider
variety of users and by more horizontal applications. access to
the conventional
desktop and Internet applications through voice channelwill
become very attractive.

The CRM process measure three key stages: initiation,
maintenance, and termination. While the implementation of CRM
processes has a moderately positive association with both
perceptual and objective company performance

The development of the new software will enable the producing
firm to be in contact with consumers behavioural and attitudinal
patterns. It will assist consumer goods-producing firms to
establish information-based relationships with both the end
customer user and the retailers that distribute the goods.

Results indicated that the majority (71%) of the Fortune 100
Company Web sites had accessibility problems and that many of
these problems were severe enough those firms should consider
it a high priority to correct them. Additionally, many errors and
problems should be fixed as a matter of good programming style
as well as general interface and usability principles. T

The use of CRM applications is positively associated with
improved customer knowledge and improved customer
satisfaction. This article also shows that gains in customer
knowledge are enhanced when firms share their customerrelated information with their supply chain partner.

For social media to be used effectively in support of the above
strategies, companies must be fully aware of the effect social
media are having upon marketing, develop the required social
media capabilities, identify strategies which use these
capabilities to support overall marketing strategy and prioritise
carefully how they want to use social media.

An analysis of over 100 German supplier-buyer relationships
shows that the impact of IT is not as straightforward as all too
often postulated. Thus the main managerial conclusion of this
paper is to avoid half-hearted utilization of IT in business
relationships.

Findings provide empirical evidence on the impact of each
cultural dimension on the implementation of certain e-CRM
practices and functionalities. Findings are also useful to website
designers and e-marketers for deciding and developing and
globalizing of their e-CRM strategy and its functionalities.

Findings of the study will go a long way in helping service
providers in building trust and loyalty among customers and
fuelling customer’s advocacy intentions.