{"id":"https://openalex.org/W4388025367","doi":"https://doi.org/10.53759/5181/jebi202303001","title":"Customer Relationship Management in an Era of Digital Disruption and Business Model Evolution","display_name":"Customer Relationship Management in an Era of Digital Disruption and Business Model Evolution","publication_year":2023,"publication_date":"2023-01-05","ids":{"openalex":"https://openalex.org/W4388025367","doi":"https://doi.org/10.53759/5181/jebi202303001"},"language":"en","primary_location":{"id":"doi:10.53759/5181/jebi202303001","doi":"https://doi.org/10.53759/5181/jebi202303001","is_oa":true,"landing_page_url":"https://doi.org/10.53759/5181/jebi202303001","pdf_url":"http://anapub.co.ke/journals/jebi/jebi_pdf/2023/jebi_volume_3-issue_1/JEBI202303001.pdf","source":{"id":"https://openalex.org/S4210196461","display_name":"Journal of Enterprise and Business Intelligence","issn_l":"2789-5181","issn":["2789-5181","2789-732X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Enterprise and Business Intelligence","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"http://anapub.co.ke/journals/jebi/jebi_pdf/2023/jebi_volume_3-issue_1/JEBI202303001.pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":null,"display_name":"Kazuo Adachi","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I22299242","display_name":"Kyoto University","ror":"https://ror.org/02kpeqv85","country_code":"JP","type":"education","lineage":["https://openalex.org/I22299242"]}],"countries":["JP"],"is_corresponding":true,"raw_author_name":"Kazuo Adachi","raw_affiliation_strings":["Graduate School of Management, Kyoto University, Sakyo Ward, Kyoto, 606-8501, Japan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Graduate School of Management, Kyoto University, Sakyo Ward, Kyoto, 606-8501, Japan","institution_ids":["https://openalex.org/I22299242"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5101863822","display_name":"Ryo Sato","orcid":"https://orcid.org/0009-0008-6569-5786","observed_orcids":["https://orcid.org/0009-0008-6569-5786"]},"institutions":[{"id":"https://openalex.org/I22299242","display_name":"Kyoto University","ror":"https://ror.org/02kpeqv85","country_code":"JP","type":"education","lineage":["https://openalex.org/I22299242"]}],"countries":["JP"],"is_corresponding":false,"raw_author_name":"Ryo Sato","raw_affiliation_strings":["Graduate School of Management, Kyoto University, Sakyo Ward, Kyoto, 606-8501, Japan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Graduate School of Management, Kyoto University, Sakyo Ward, Kyoto, 606-8501, Japan","institution_ids":["https://openalex.org/I22299242"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I22299242"],"apc_list":null,"apc_paid":null,"fwci":6.8713,"has_fulltext":true,"cited_by_count":32,"citation_normalized_percentile":{"value":0.96473721,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":100},"biblio":{"volume":null,"issue":null,"first_page":"1","last_page":"11"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10910","display_name":"Corporate Governance and Management","score":0.6791999936103821,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10910","display_name":"Corporate Governance and Management","score":0.6791999936103821,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12885","display_name":"Digital Innovation in Industries","score":0.14110000431537628,"subfield":{"id":"https://openalex.org/subfields/1405","display_name":"Management of Technology and Innovation"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.07169999927282333,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":1.0},{"id":"https://openalex.org/keywords/digital-disruption","display_name":"digital disruption","score":0.9049999713897705},{"id":"https://openalex.org/keywords/business-model-evolution","display_name":"business model evolution","score":0.9190000295639038},{"id":"https://openalex.org/keywords/sustainability","display_name":"sustainability","score":0.6349999904632568},{"id":"https://openalex.org/keywords/environmental-sustainability","display_name":"environmental sustainability","score":0.7160000205039978},{"id":"https://openalex.org/keywords/social-sustainability","display_name":"social sustainability","score":0.9980000257492065},{"id":"https://openalex.org/keywords/economic-sustainability","display_name":"economic sustainability","score":0.9919999837875366},{"id":"https://openalex.org/keywords/green-computing","display_name":"green computing","score":0.921999990940094},{"id":"https://openalex.org/keywords/sustainable-innovation","display_name":"sustainable innovation","score":0.8450000286102295},{"id":"https://openalex.org/keywords/business-success","display_name":"business success","score":0.824999988079071}],"concepts":[{"id":"https://openalex.org/C90734943","wikidata":"https://www.wikidata.org/wiki/Q17008777","display_name":"Conceptualization","level":2,"score":0.7720919847488403},{"id":"https://openalex.org/C66204764","wikidata":"https://www.wikidata.org/wiki/Q219416","display_name":"Sustainability","level":2,"score":0.590968906879425},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.5843355655670166},{"id":"https://openalex.org/C126082660","wikidata":"https://www.wikidata.org/wiki/Q4252370","display_name":"Digital transformation","level":2,"score":0.5782095789909363},{"id":"https://openalex.org/C4216890","wikidata":"https://www.wikidata.org/wiki/Q815823","display_name":"Business model","level":2,"score":0.5776533484458923},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5552046895027161},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4878254234790802},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4684733748435974},{"id":"https://openalex.org/C33676613","wikidata":"https://www.wikidata.org/wiki/Q13415176","display_name":"Dimension (graph theory)","level":2,"score":0.4599648118019104},{"id":"https://openalex.org/C2776667712","wikidata":"https://www.wikidata.org/wiki/Q5172498","display_name":"Corporate sustainability","level":3,"score":0.44079670310020447},{"id":"https://openalex.org/C511192102","wikidata":"https://www.wikidata.org/wiki/Q5156948","display_name":"Comprehension","level":2,"score":0.43389949202537537},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.35231104493141174},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.27282169461250305},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0},{"id":"https://openalex.org/C18903297","wikidata":"https://www.wikidata.org/wiki/Q7150","display_name":"Ecology","level":1,"score":0.0},{"id":"https://openalex.org/C202444582","wikidata":"https://www.wikidata.org/wiki/Q837863","display_name":"Pure mathematics","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.53759/5181/jebi202303001","doi":"https://doi.org/10.53759/5181/jebi202303001","is_oa":true,"landing_page_url":"https://doi.org/10.53759/5181/jebi202303001","pdf_url":"http://anapub.co.ke/journals/jebi/jebi_pdf/2023/jebi_volume_3-issue_1/JEBI202303001.pdf","source":{"id":"https://openalex.org/S4210196461","display_name":"Journal of Enterprise and Business Intelligence","issn_l":"2789-5181","issn":["2789-5181","2789-732X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Enterprise and Business Intelligence","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.53759/5181/jebi202303001","doi":"https://doi.org/10.53759/5181/jebi202303001","is_oa":true,"landing_page_url":"https://doi.org/10.53759/5181/jebi202303001","pdf_url":"http://anapub.co.ke/journals/jebi/jebi_pdf/2023/jebi_volume_3-issue_1/JEBI202303001.pdf","source":{"id":"https://openalex.org/S4210196461","display_name":"Journal of Enterprise and Business Intelligence","issn_l":"2789-5181","issn":["2789-5181","2789-732X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core"],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Enterprise and Business Intelligence","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4388025367.pdf","grobid_xml":"https://content.openalex.org/works/W4388025367.grobid-xml"},"referenced_works_count":40,"referenced_works":["https://openalex.org/W1593348329","https://openalex.org/W1906145692","https://openalex.org/W1967961052","https://openalex.org/W1971875300","https://openalex.org/W1973318611","https://openalex.org/W2010687307","https://openalex.org/W2017556440","https://openalex.org/W2019661831","https://openalex.org/W2026529158","https://openalex.org/W2112339871","https://openalex.org/W2125892325","https://openalex.org/W2140573941","https://openalex.org/W2140734713","https://openalex.org/W2147090465","https://openalex.org/W2148727913","https://openalex.org/W2153313168","https://openalex.org/W2155832626","https://openalex.org/W2288018013","https://openalex.org/W2321954058","https://openalex.org/W2327680823","https://openalex.org/W2345101852","https://openalex.org/W2579904097","https://openalex.org/W2785544893","https://openalex.org/W2795657276","https://openalex.org/W2883023751","https://openalex.org/W2954964641","https://openalex.org/W2987231139","https://openalex.org/W2991862660","https://openalex.org/W3135694186","https://openalex.org/W3143096039","https://openalex.org/W3170024600","https://openalex.org/W4210735838","https://openalex.org/W4232582303","https://openalex.org/W4250134861","https://openalex.org/W4250743419","https://openalex.org/W4296140968","https://openalex.org/W4311355666","https://openalex.org/W4362590972","https://openalex.org/W4383877311","https://openalex.org/W4386904302"],"related_works":["https://openalex.org/W3000794329","https://openalex.org/W7217839425","https://openalex.org/W6961236694","https://openalex.org/W6968730479","https://openalex.org/W2901170814","https://openalex.org/W4408769601","https://openalex.org/W4416723015","https://openalex.org/W4414008883","https://openalex.org/W4285247822","https://openalex.org/W7033881408"],"abstract_inverted_index":{"This":[0,138],"research":[1,139],"is":[2],"grounded":[3],"on":[4,111,126],"the":[5,32,35,71,78,91,105,132,142,158],"conceptualization":[6],"of":[7,12,34,56,67,74,80,99,108,122,134,162,171],"CRM":[8,75,115],"as":[9,40,119,146],"a":[10,17,65,120,147,151],"collection":[11],"technology":[13],"solutions":[14],"that":[15,167],"play":[16],"pivotal":[18],"role":[19],"in":[20,43,46,59],"effective":[21],"company":[22],"management.":[23],"The":[24],"current":[25],"work":[26],"aims":[27],"to":[28,48,144],"elucidate":[29],"and":[30,84,130,160,174],"establish":[31],"significance":[33],"advantages":[36,102,161],"associated":[37],"with":[38],"CRM,":[39],"previously":[41],"emphasized":[42],"relevant":[44],"literature,":[45],"relation":[47],"achieving":[49],"business":[50,136],"success.":[51],"Existing":[52],"sustainable":[53,135,172],"studies":[54],"are":[55,89],"special":[57],"importance":[58],"this":[60,168],"setting":[61],"because":[62],"they":[63],"provide":[64],"model":[66,140],"practical":[68],"inquiry":[69],"into":[70],"positive":[72],"effects":[73,159],"practices":[76],"across":[77],"3D":[79],"sustainability":[81,113],"(environmental,":[82],"social,":[83],"economic).":[85],"Once":[86],"our":[87,97],"predictions":[88],"confirmed,":[90],"following":[92],"model`s":[93],"validation":[94],"will":[95],"enhance":[96],"comprehension":[98],"how":[100],"CRM-related":[101],"might":[103],"amplify":[104],"beneficial":[106],"influence":[107],"its":[109],"conditions":[110],"each":[112],"dimension.":[114],"may":[116],"be":[117],"seen":[118],"kind":[121],"Green":[123],"IT,":[124],"focused":[125],"facilitating":[127],"modern":[128],"transformation":[129],"promoting":[131],"development":[133],"models.":[137],"has":[141],"potential":[143],"serve":[145],"foundational":[148],"framework":[149],"for":[150],"more":[152],"targeted":[153],"approach":[154],"aimed":[155],"at":[156],"quantifying":[157],"using":[163],"CRM.":[164],"We":[165],"argue":[166],"encompasses":[169],"models":[170],"innovation":[173],"business.":[175]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":29},{"year":2023,"cited_by_count":1}],"updated_date":"2026-10-30T12:39:25.321706","created_date":"2023-11-01T00:00:00"}
