{"id":"https://openalex.org/W3102154799","doi":"https://doi.org/10.1007/978-3-030-61146-0_19","title":"Social CRM: A Literature Review Based on Keywords Network Analysis","display_name":"Social CRM: A Literature Review Based on Keywords Network Analysis","publication_year":2020,"publication_date":"2020-01-01","ids":{"openalex":"https://openalex.org/W3102154799","doi":"https://doi.org/10.1007/978-3-030-61146-0_19","mag":"3102154799"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-030-61146-0_19","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-61146-0_19","pdf_url":null,"source":{"id":"https://openalex.org/S4210177767","display_name":"Lecture notes in business information processing","issn_l":"1865-1348","issn":["1865-1348","1865-1356"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Business Information Processing","raw_type":"book-chapter"},"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5030362118","display_name":"F\u00e1bio M. F. Lobato","orcid":"https://orcid.org/0000-0002-6282-0368"},"institutions":[{"id":"https://openalex.org/I1314665148","display_name":"Universidade Federal do Oeste do Par\u00e1","ror":"https://ror.org/04603xj85","country_code":"BR","type":"education","lineage":["https://openalex.org/I1314665148"]},{"id":"https://openalex.org/I4210148707","display_name":"Universidade Estadual do Maranh\u00e3o","ror":"https://ror.org/04ja5n907","country_code":"BR","type":"education","lineage":["https://openalex.org/I4210148707"]}],"countries":["BR"],"is_corresponding":true,"raw_author_name":"F\u00e1bio M. F. Lobato","raw_affiliation_strings":["Engineering and Geoscience Institute, Federal University of Western Par\u00e1 (UFOPA), Santar\u00e9m, Brazil","State University of Maranh\u00e3o, S\u00e3o Lu\u00eds, Brazil"],"raw_orcid":"https://orcid.org/0000-0002-6282-0368","affiliations":[{"raw_affiliation_string":"Engineering and Geoscience Institute, Federal University of Western Par\u00e1 (UFOPA), Santar\u00e9m, Brazil","institution_ids":["https://openalex.org/I1314665148"]},{"raw_affiliation_string":"State University of Maranh\u00e3o, S\u00e3o Lu\u00eds, Brazil","institution_ids":["https://openalex.org/I4210148707"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5004000955","display_name":"Jorge L. F. Silva","orcid":"https://orcid.org/0000-0002-0810-2509"},"institutions":[{"id":"https://openalex.org/I1314665148","display_name":"Universidade Federal do Oeste do Par\u00e1","ror":"https://ror.org/04603xj85","country_code":"BR","type":"education","lineage":["https://openalex.org/I1314665148"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Jorge L. F. Silva Junior","raw_affiliation_strings":["Engineering and Geoscience Institute, Federal University of Western Par\u00e1 (UFOPA), Santar\u00e9m, Brazil"],"raw_orcid":"https://orcid.org/0000-0002-0810-2509","affiliations":[{"raw_affiliation_string":"Engineering and Geoscience Institute, Federal University of Western Par\u00e1 (UFOPA), Santar\u00e9m, Brazil","institution_ids":["https://openalex.org/I1314665148"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5068494217","display_name":"Ant\u00f4nio F. L. Jacob","orcid":"https://orcid.org/0000-0002-9415-7265"},"institutions":[{"id":"https://openalex.org/I4210148707","display_name":"Universidade Estadual do Maranh\u00e3o","ror":"https://ror.org/04ja5n907","country_code":"BR","type":"education","lineage":["https://openalex.org/I4210148707"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Ant\u00f4nio Jacob","raw_affiliation_strings":["State University of Maranh\u00e3o, S\u00e3o Lu\u00eds, Brazil"],"raw_orcid":"https://orcid.org/0000-0002-9415-7265","affiliations":[{"raw_affiliation_string":"State University of Maranh\u00e3o, S\u00e3o Lu\u00eds, Brazil","institution_ids":["https://openalex.org/I4210148707"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5088354750","display_name":"Diego L. Cardoso","orcid":"https://orcid.org/0000-0002-5971-3668"},"institutions":[{"id":"https://openalex.org/I59606676","display_name":"Universidade Federal do Par\u00e1","ror":"https://ror.org/03q9sr818","country_code":"BR","type":"education","lineage":["https://openalex.org/I59606676"]}],"countries":["BR"],"is_corresponding":false,"raw_author_name":"Diego Lisboa Cardoso","raw_affiliation_strings":["Federal University of Par\u00e1 (UFPA), Bel\u00e9m, Brazil"],"raw_orcid":"https://orcid.org/0000-0002-5971-3668","affiliations":[{"raw_affiliation_string":"Federal University of Par\u00e1 (UFPA), Bel\u00e9m, Brazil","institution_ids":["https://openalex.org/I59606676"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5030362118"],"corresponding_institution_ids":["https://openalex.org/I1314665148","https://openalex.org/I4210148707"],"apc_list":null,"apc_paid":null,"fwci":2.8378,"has_fulltext":false,"cited_by_count":5,"citation_normalized_percentile":{"value":0.92161609,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":null,"issue":null,"first_page":"237","last_page":"249"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9993000030517578,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9993000030517578,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10064","display_name":"Complex Network Analysis Techniques","score":0.9973999857902527,"subfield":{"id":"https://openalex.org/subfields/3109","display_name":"Statistical and Nonlinear Physics"},"field":{"id":"https://openalex.org/fields/31","display_name":"Physics and Astronomy"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T12028","display_name":"Knowledge Management and Sharing","score":0.9883000254631042,"subfield":{"id":"https://openalex.org/subfields/3315","display_name":"Communication"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/multidisciplinary-approach","display_name":"Multidisciplinary approach","score":0.7783564329147339},{"id":"https://openalex.org/keywords/cornerstone","display_name":"Cornerstone","score":0.7641538381576538},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.5574411153793335},{"id":"https://openalex.org/keywords/social-media","display_name":"Social media","score":0.541964054107666},{"id":"https://openalex.org/keywords/social-network-analysis","display_name":"Social network analysis","score":0.5396554470062256},{"id":"https://openalex.org/keywords/field","display_name":"Field (mathematics)","score":0.532558798789978},{"id":"https://openalex.org/keywords/phenomenon","display_name":"Phenomenon","score":0.475516140460968},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4545336365699768},{"id":"https://openalex.org/keywords/data-science","display_name":"Data science","score":0.37625086307525635},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.3551790714263916},{"id":"https://openalex.org/keywords/sociology","display_name":"Sociology","score":0.35418808460235596},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.33381617069244385},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.19918975234031677},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.19670984148979187},{"id":"https://openalex.org/keywords/social-science","display_name":"Social science","score":0.19189390540122986},{"id":"https://openalex.org/keywords/epistemology","display_name":"Epistemology","score":0.17555490136146545},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.14493125677108765}],"concepts":[{"id":"https://openalex.org/C22467394","wikidata":"https://www.wikidata.org/wiki/Q849359","display_name":"Multidisciplinary approach","level":2,"score":0.7783564329147339},{"id":"https://openalex.org/C2780616401","wikidata":"https://www.wikidata.org/wiki/Q1133673","display_name":"Cornerstone","level":2,"score":0.7641538381576538},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.5574411153793335},{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.541964054107666},{"id":"https://openalex.org/C114713312","wikidata":"https://www.wikidata.org/wiki/Q7551269","display_name":"Social network analysis","level":3,"score":0.5396554470062256},{"id":"https://openalex.org/C9652623","wikidata":"https://www.wikidata.org/wiki/Q190109","display_name":"Field (mathematics)","level":2,"score":0.532558798789978},{"id":"https://openalex.org/C50335755","wikidata":"https://www.wikidata.org/wiki/Q483247","display_name":"Phenomenon","level":2,"score":0.475516140460968},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4545336365699768},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.37625086307525635},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3551790714263916},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.35418808460235596},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.33381617069244385},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.19918975234031677},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.19670984148979187},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.19189390540122986},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.17555490136146545},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.14493125677108765},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C142362112","wikidata":"https://www.wikidata.org/wiki/Q735","display_name":"Art","level":0,"score":0.0},{"id":"https://openalex.org/C202444582","wikidata":"https://www.wikidata.org/wiki/Q837863","display_name":"Pure mathematics","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C153349607","wikidata":"https://www.wikidata.org/wiki/Q36649","display_name":"Visual arts","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-030-61146-0_19","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-030-61146-0_19","pdf_url":null,"source":{"id":"https://openalex.org/S4210177767","display_name":"Lecture notes in business information processing","issn_l":"1865-1348","issn":["1865-1348","1865-1356"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319900","host_organization_name":"Springer Science+Business Media","host_organization_lineage":["https://openalex.org/P4310319900","https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Science+Business Media","Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Lecture Notes in Business Information Processing","raw_type":"book-chapter"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":27,"referenced_works":["https://openalex.org/W336930913","https://openalex.org/W1546345004","https://openalex.org/W1735053150","https://openalex.org/W1907286193","https://openalex.org/W1969147429","https://openalex.org/W2006921491","https://openalex.org/W2008620264","https://openalex.org/W2031998113","https://openalex.org/W2032841931","https://openalex.org/W2051567574","https://openalex.org/W2068451972","https://openalex.org/W2125910575","https://openalex.org/W2134444348","https://openalex.org/W2160154660","https://openalex.org/W2215376118","https://openalex.org/W2316812786","https://openalex.org/W2479527281","https://openalex.org/W2581274519","https://openalex.org/W2607214377","https://openalex.org/W2619799373","https://openalex.org/W2742374908","https://openalex.org/W2745238247","https://openalex.org/W2801480773","https://openalex.org/W2909493050","https://openalex.org/W2910879689","https://openalex.org/W2996283756","https://openalex.org/W3009501776"],"related_works":["https://openalex.org/W2088111589","https://openalex.org/W2321083758","https://openalex.org/W4366496304","https://openalex.org/W2375906709","https://openalex.org/W4229004718","https://openalex.org/W2417150748","https://openalex.org/W2350669386","https://openalex.org/W2348913748","https://openalex.org/W2381386433","https://openalex.org/W2087093332"],"abstract_inverted_index":null,"counts_by_year":[{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":1}],"updated_date":"2026-08-04T08:18:43.703281","created_date":"2025-10-10T00:00:00"}
