Voids in the current CRM literature: Academic literature review and classification (2000-2005)

Kristel Paulissen, Koen Milis, Malaika Brengman, Jerry Fjermestad, Nicholas C. Romano

Research output: Chapter in Book/Report/Conference proceedingConference contribution

33 Scopus citations

Abstract

The status of the CRM literature is investigated for the period of 2000 to 2005, in order to provide an overview of academic research on the subject and to identify gaps in the current literature. To provide as complete picture of CRM as possible, the Information Systems (IS) as well as the Marketing literature was systematically reviewed. From both disciplines the top journals and a number of international conferences were analyzed. Selected publications were reviewed in a structured way and categorized according to the different phases in the CRM lifecycle: adoption, acquisition, implementation, use & maintenance, evolution and retirement. It appears that less attention has been devoted to implementation issues and to the evolution and retirement phases. Furthermore, a difference in attention was found between the IS and Marketing literature: while researchers of the latter focused mainly on the adoption and use phases, IS researchers ' attention was more evenly distributed over the lifecycle.

Original languageEnglish (US)
Title of host publicationProceedings of the 40th Annual Hawaii International Conference on System Sciences 2007, HICSS'07
DOIs
StatePublished - Dec 1 2007
Event40th Annual Hawaii International Conference on System Sciences 2007, HICSS'07 - Big Island, HI, United States
Duration: Jan 3 2007Jan 6 2007

Publication series

NameProceedings of the Annual Hawaii International Conference on System Sciences
ISSN (Print)1530-1605

Other

Other40th Annual Hawaii International Conference on System Sciences 2007, HICSS'07
CountryUnited States
CityBig Island, HI
Period1/3/071/6/07

All Science Journal Classification (ASJC) codes

  • Engineering(all)

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