政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/63891

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政大機構典藏 > 商學院 > 資訊管理學系 > 期刊論文 > Item 140.119/63891

Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/63891

Title:	An Empirical Study of Research Trends and Forecasts: Customer Relationship Management Literature Review
Authors:	季延平蔡緒浩;季延平
Contributors:	資管系
Keywords:	Customer relationship management;technology trend and forecast;bibliometric methodology
Date:	2012-02
Issue Date:	2014-02-17 17:09:35 (UTC+8)
Abstract:	This paper surveys customer relationship management (CRM) technology trends and forecasts using bibliometric analysis from 1989 to 2009 with topic as “customer relationship management” in SSCI database. The bibliometric analytical technique is used to examine the topic in SSCI journals from 1989 to 2009, based on the scope of 1121 literatures of CRM. This paper implemented and classified CRM literatures using eight categories for different distribution status in order to explore how CRM technology trends and applications have developed in this period. Also, the paper will perform K-S test to verify the reliability of Lotka’s Law. The analysis provides a roadmap to guide future research and abstract the trend information so that CRM researchers can save some time since core knowledge will be concentrated in core categories. This implies that the phenomenon "success breeds success" is more common in higher quality publications.
Relation:	African Journal of Business Management, 6(4), 1418-1427
Data Type:	article
Appears in Collections:	[資訊管理學系] 期刊論文

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