Purpose–To review the academic literature on customer relationship management (CRM),
provide a comprehensive bibliography and propose a method of classifying that literature …

This article aims to use content analysis to provide an overview of the existing academic
literature on relationship marketing by summarising definitions and major defining constructs …

This study investigates the impact of customer relationship management (CRM) and
company reputation on customer loyalty with customer satisfaction mediating the relation …

This paper develops a research model to examine the effect of e-service quality dimensions
on customer-perceived value and customer loyalty. Based on a survey of 235 online …

ABSTRACT Customer Relationship Management (CRM) can bring many benefits to the
hotel business, though there are some associated challenges. Such challenges often bring …

Internet technology enables companies to capture new customers, track their performances
and online behavior, and customize communications, products, services, and prices …

This study aims to obtain an in-depth understanding of the use, opportunities, and
challenges related to social media (SM) in achieving relationship marketing (RM) goals in …

Data mining (DM) methodology has a tremendous contribution for researchers to extract the
hidden knowledge and information which have been inherited in the data used by …

This study investigates possible associations between customer relationship management
(CRM) practices, relationship quality and customer satisfaction, focusing on the possible …

The Internet retailing industry continues to grow rapidly. Several Internet retailers are,
however, struggling to retain customers due to the high level of competition among …