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Artificial intelligence in customer relationship management: literature review and future research directions
Artificial intelligence in customer relationship management: literature review and future
research directions | Emerald Insight Books and journals Case studies Expert Briefings Open …
research directions | Emerald Insight Books and journals Case studies Expert Briefings Open …
[HTML][HTML] From CRM to social CRM: A bibliometric review and research agenda for consumer research
Contemporary perspectives on customer relationship management and the parent concept
of customer management gathered momentum in the mid-1980 s and early 1990s. The …
of customer management gathered momentum in the mid-1980 s and early 1990s. The …
[HTML][HTML] Integration of AI in CRM: Challenges and guidelines
The integration of artificial intelligence (AI) in customer relationship management (CRM)
holds great potential for enhancing organizational effectiveness. To achieve successful AI …
holds great potential for enhancing organizational effectiveness. To achieve successful AI …
Customer engagement in the service context: An empirical investigation of the construct, its antecedents and consequences
Scholars and practitioners have long acknowledged the importance of offering superior
service quality in creating long-term bonds between customers and their brands. However …
service quality in creating long-term bonds between customers and their brands. However …
Can social media marketing improve customer relationship capabilities and firm performance? Dynamic capability perspective
Social media usage has become ubiquitous, and organizations need to manage this tool to
meet their strategic goals. Companies are finding it necessary to modify their approach to …
meet their strategic goals. Companies are finding it necessary to modify their approach to …
Artificial Intelligence (AI)-based Customer Relationship Management (CRM): a comprehensive bibliometric and systematic literature review with outlook on future …
Artificial Intelligence (AI) integration into Customer Relationship Management (CRM) within
enterprise information systems (EIS) has provided businesses with transformative …
enterprise information systems (EIS) has provided businesses with transformative …
[HTML][HTML] Consumers' value co-creation in sharing economy: The role of social support, consumers' ethical perceptions and relationship quality
The ancient phenomenon of 'sharing'has become mainstream, and transformed the
traditional consumer behavior due to proliferation of online sharing economy platforms …
traditional consumer behavior due to proliferation of online sharing economy platforms …
SD logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM
Research addressing the micro-foundational theoretical entity of customer engagement (CE)
has proliferated in recent years. In parallel, the macro-foundational theory of service …
has proliferated in recent years. In parallel, the macro-foundational theory of service …
Knowledge management, customer relationship management and innovation capabilities
Purpose The purpose of this study is to introduce a unified framework, which integrates
knowledge management (KM)(knowledge acquisition, diffusion and application, knowledge …
knowledge management (KM)(knowledge acquisition, diffusion and application, knowledge …
Customer experience management: toward implementing an evolving marketing concept
Although research continues to debate the future of the marketing concept, practitioners
have taken the lead, appraising customer experience management (CEM) as one of the …
have taken the lead, appraising customer experience management (CEM) as one of the …