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

Liu, Wei; Wang, Zongshui; Hong, Zhao

doi:10.1007/s12525-020-00395-7

Cited by 21 publications

(11 citation statements)

References 104 publications

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“…As Martorell Cunill et al (2019) stated, this also enables the comparison of results with other studies and thus an evaluation of the progress made in the field of tourism, leisure and hospitality. In that respect, like Liu et al (2020), we aim to improve our study by comparing these results with similar analyses for other regions, such as East Asia and North America. In addition, as indicated by Mulet-Forteza et al (2019a), this paper will allow researchers to define new trends in the field by comparing the results herein with those obtained using experimental methods, thus allowing an exploration of novel theories through which new conceptual frameworks may be developed.…”

Section: Discussionmentioning

confidence: 98%

Research progress in tourism, leisure and hospitality in Europe (1969–2018)

Mulet-Forteza

Lunn

Merigó

et al. 2020

IJCHM

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Purpose This study aims to present a bibliometric overview of articles published in the field of tourism, leisure and hospitality and analyzed by researchers mainly affiliated with European institutions. Design/methodology/approach The authors conducted a bibliometric study of journals included in the Web of Science related to the field of tourism, leisure and hospitality in 2019. The review incorporates various techniques to determine the field’s structure from a scientific and intellectual perspective. Findings The results are valuable for several reasons. First, they will support researchers in identifying those topics with the greatest potential for advancing research in this field. Second, they will constitute an important aid in the design of new policies for journal publishers. Practical implications This study can lead to advances in the tourism, leisure and hospitality field, as it identifies the publication trends of researchers who are mainly affiliated with European institutions. It also offers useful information for practitioners and academics in their endeavor to identify gaps in the extant literature and future trends. Originality/value No other studies have analyzed this field for a period of this length.

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Section: Discussionmentioning

confidence: 98%

Research progress in tourism, leisure and hospitality in Europe (1969–2018)

Mulet-Forteza

Lunn

Merigó

et al. 2020

IJCHM

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“…In addition to the application of various text mining algorithms, we performed bibliometric analyses to complement the main results of cluster analysis through quantitative techniques and broaden our knowledge acquired about the research field (Liu et al, 2020). We thereby adhere to the tradition, in which other EM authors conducted bibliometric analyses for different purposes in EM (e.g., Fischbach et al, 2011;Liu et al, 2020). In bibliometric analyses, researchers generally evaluate bibliographic data on records collected from a publication database and apply mathematical and statistical techniques.…”

Section: Bibliometric Analysismentioning

confidence: 99%

“…In doing so, it is possible to uncover interesting insights and summarize the structure of the dataset as well as the publications' content (Donthu et al, 2021;Hassan & Loebbecke, 2017;Zupic & Čater, 2015). Advantages to qualitative review-based analyses stem among others from the possibility of explorative pattern detection, an improved understanding of the research field, and the objective analysis (Daim et al, 2006;Fischbach et al, 2011;Liu et al, 2020). By following the workflow proposed by Zupic and Čater (2015) according to five steps (cf.…”

Section: Bibliometric Analysismentioning

confidence: 99%

Uncovering the identity of Electronic Markets research through text mining techniques

Nahr

Heikkilä

2022

Electron Markets

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As an established academic journal in the e-commerce and digital platforms fields, Electronic Markets (EM) features a diverse range of topics and occupies a significant role in the information systems field. The study investigates EM’s topic diversity over the time period 2009–2020 using a text mining analysis and a bibliometric analysis and identifies 28 cluster groups. The analysis reveals that the top three topics are 1) service quality, 2) blockchain and other shared trust building solutions, their impact and credibility, as well as 3) consumer buying behavior and interactions. EM's core identity lies in a balanced set of core themes that bring technological, business or human/ social perspectives to the research of networked business and digital economy. This includes research on digital and smart services, applications, consumer behavior and business models, as well as technology and e-commerce data. Ethical and sustainability related topics are however still less present in EM.

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“…CRM solutions are increasingly being used to manage the “student experience” in HEIs. To date, however, there is much confusion, in both commercial and academic domains, what defines CRM; and much literature discusses the difficulty of using just one CRM definition (Liu et al. , 2020; Buttle and Maklan, 2015; Plakoyiannaki and Saren, 2006).…”

Section: Introductionmentioning

confidence: 99%

“…CRM solutions are increasingly being used to manage the "student experience" in HEIs. To date, however, there is much confusion, in both commercial and academic domains, what defines CRM; and much literature discusses the difficulty of using just one CRM definition (Liu et al, 2020;Buttle and Maklan, 2015;Plakoyiannaki and Saren, 2006). Literature defines CRM as a core business strategy, which integrates internal processes and functions, and external networks, to create and deliver relevant value to targeted stakeholders, i.e.…”

Section: Introductionmentioning

confidence: 99%

Analysing enterprise resources for developing CRM framework in higher education institutions

Khashab

Gulliver

Ayoubi

et al. 2022

JEIM

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PurposeMost Higher Education Institutions (HEIs) have silos of distributed processes, which adds to the confusion and conflict concerning the Customer Relationship Management (CRM), desires, expectation and needs (DEN). Where possible, in order to maximise resource impact and minimise organisational disruption, HEIs should practically map these DEN to processes, roles, events, activities, channels, and technologies (PRE-ACTs) that already exist within the organisation. The paper iteratively considers use of additional practical approaches that need be considered in order to ensure that strategic HEI CRM DEN are effectively captured, and that the requirements are appropriately mapped to existing HEI activities.Design/methodology/approachContent from 27 JISC cases, 10 semi-structured interviews and three focus group sessions have been collected and analysed using thematic analysis to understand how to develop preliminary stage 2 steps and assess the applicability of the final CRM strategy orientation support (CRM-SOS) framework stage 2 methods.FindingsThe authors believe that this study provides substantial practical support to CRM implementation practitioners when analysing customer CRM desires, expectation, and needs requirements. The developing practical tools aim to 1) support practitioners better comprehend the multifaceted life cycles, needs, and requirements of HEI customers, and 2) aid in the planning and management of CRM change more effectively.Originality/valueThe paper is extending the recent research around CRM strategy in HEIs by proposing additional practical approaches that need be considered to ensure that strategic CRM are effectively captured. The paper also offers considerable practical support to CRM implementation practitioners when analysing customer CRM desires, expectation, and needs' requirements.

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

Cited by 21 publications

References 104 publications

Research progress in tourism, leisure and hospitality in Europe (1969–2018)

Research progress in tourism, leisure and hospitality in Europe (1969–2018)

Uncovering the identity of Electronic Markets research through text mining techniques

Analysing enterprise resources for developing CRM framework in higher education institutions

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