{"id":"https://openalex.org/W33391418","doi":"https://doi.org/10.1023/a:1022906513502","title":"Electronic Commerce Customer Relationship Management: A Research Agenda","display_name":"Electronic Commerce Customer Relationship Management: A Research Agenda","publication_year":2003,"publication_date":"2003-04-01","ids":{"openalex":"https://openalex.org/W33391418","doi":"https://doi.org/10.1023/a:1022906513502","mag":"33391418"},"language":"en","primary_location":{"id":"doi:10.1023/a:1022906513502","is_oa":false,"landing_page_url":"https://doi.org/10.1023/a:1022906513502","pdf_url":null,"source":{"id":"https://openalex.org/S122922407","display_name":"Information Technology and Management","issn_l":"1385-951X","issn":["1385-951X","1573-7667"],"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":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Information Technology and Management","raw_type":"journal-article"},"type":"article","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/A5067063809","display_name":"Nicholas Romano","orcid":"https://orcid.org/0000-0003-2765-4912"},"institutions":[{"id":"https://openalex.org/I115475287","display_name":"Oklahoma State University","ror":"https://ror.org/01g9vbr38","country_code":"US","type":"education","lineage":["https://openalex.org/I115475287"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Nicholas C. Romano","raw_affiliation_strings":["Department of Management Science and Information Systems, College of Business, Oklahoma State University, 700 North Greenwood Avenue, Tulsa, OK, 74172, USA","Department of Management Science and Information Systems, College of Business, Oklahoma State University, 700 North Greenwood Avenue, Tulsa, OK 74172, USA Nicholas-Romano@MSTM.OKState.EDU< ...#TAB#"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Management Science and Information Systems, College of Business, Oklahoma State University, 700 North Greenwood Avenue, Tulsa, OK, 74172, USA","institution_ids":["https://openalex.org/I115475287"]},{"raw_affiliation_string":"Department of Management Science and Information Systems, College of Business, Oklahoma State University, 700 North Greenwood Avenue, Tulsa, OK 74172, USA Nicholas-Romano@MSTM.OKState.EDU< ...#TAB#","institution_ids":["https://openalex.org/I115475287"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5024149921","display_name":"Jerry Fjermestad","orcid":null},"institutions":[{"id":"https://openalex.org/I118118575","display_name":"New Jersey Institute of Technology","ror":"https://ror.org/05e74xb87","country_code":"US","type":"education","lineage":["https://openalex.org/I118118575"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Jerry Fjermestad","raw_affiliation_strings":["School of Management, Information Systems Department, Center for Pervasive Information Technology, New Jersey Institute of Technology, University Heights, Newark, NJ, 07102, USA","School of Management, Information Systems Department, Center for Pervasive Information Technology, New Jersey Institute of Technology, University Heights, Newark, NJ 07102, USA [email\u00a0protected] ...#TAB#"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Management, Information Systems Department, Center for Pervasive Information Technology, New Jersey Institute of Technology, University Heights, Newark, NJ, 07102, USA","institution_ids":["https://openalex.org/I118118575"]},{"raw_affiliation_string":"School of Management, Information Systems Department, Center for Pervasive Information Technology, New Jersey Institute of Technology, University Heights, Newark, NJ 07102, USA [email\u00a0protected] ...#TAB#","institution_ids":["https://openalex.org/I118118575"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":17.7728,"has_fulltext":false,"cited_by_count":179,"citation_normalized_percentile":{"value":0.98936647,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":100},"biblio":{"volume":"4","issue":"2-3","first_page":"233","last_page":"258"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.996399998664856,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.996399998664856,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9902999997138977,"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"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9686999917030334,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.599018394947052},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.5566245913505554},{"id":"https://openalex.org/keywords/perspective","display_name":"Perspective (graphical)","score":0.5229911804199219},{"id":"https://openalex.org/keywords/conceptual-framework","display_name":"Conceptual framework","score":0.4781007170677185},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.42895203828811646},{"id":"https://openalex.org/keywords/affect","display_name":"Affect (linguistics)","score":0.4271124601364136},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.34997713565826416},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.30250999331474304},{"id":"https://openalex.org/keywords/sociology","display_name":"Sociology","score":0.2525503635406494},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.2362334430217743}],"concepts":[{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.599018394947052},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5566245913505554},{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.5229911804199219},{"id":"https://openalex.org/C14224292","wikidata":"https://www.wikidata.org/wiki/Q13600188","display_name":"Conceptual framework","level":2,"score":0.4781007170677185},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.42895203828811646},{"id":"https://openalex.org/C2776035688","wikidata":"https://www.wikidata.org/wiki/Q1606558","display_name":"Affect (linguistics)","level":2,"score":0.4271124601364136},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.34997713565826416},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.30250999331474304},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.2525503635406494},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2362334430217743},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C46312422","wikidata":"https://www.wikidata.org/wiki/Q11024","display_name":"Communication","level":1,"score":0.0},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1023/a:1022906513502","is_oa":false,"landing_page_url":"https://doi.org/10.1023/a:1022906513502","pdf_url":null,"source":{"id":"https://openalex.org/S122922407","display_name":"Information Technology and Management","issn_l":"1385-951X","issn":["1385-951X","1573-7667"],"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":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Information Technology and Management","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/9","score":0.4300000071525574,"display_name":"Industry, innovation and infrastructure"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":178,"referenced_works":["https://openalex.org/W315293","https://openalex.org/W5854661","https://openalex.org/W56478504","https://openalex.org/W58049692","https://openalex.org/W91210010","https://openalex.org/W95021297","https://openalex.org/W102904751","https://openalex.org/W107947702","https://openalex.org/W111958874","https://openalex.org/W111961963","https://openalex.org/W127529407","https://openalex.org/W147600854","https://openalex.org/W149910091","https://openalex.org/W169807011","https://openalex.org/W222013012","https://openalex.org/W397684810","https://openalex.org/W585028869","https://openalex.org/W626248716","https://openalex.org/W655739481","https://openalex.org/W763206654","https://openalex.org/W773055660","https://openalex.org/W774343920","https://openalex.org/W777390039","https://openalex.org/W818161277","https://openalex.org/W818470978","https://openalex.org/W857570378","https://openalex.org/W1487101402","https://openalex.org/W1489902476","https://openalex.org/W1490805365","https://openalex.org/W1492586516","https://openalex.org/W1500893498","https://openalex.org/W1512155141","https://openalex.org/W1513792934","https://openalex.org/W1513825679","https://openalex.org/W1519741937","https://openalex.org/W1522742713","https://openalex.org/W1526046997","https://openalex.org/W1527173996","https://openalex.org/W1533663632","https://openalex.org/W1543672175","https://openalex.org/W1554335883","https://openalex.org/W1556627974","https://openalex.org/W1563555493","https://openalex.org/W1569272114","https://openalex.org/W1573335570","https://openalex.org/W1575127152","https://openalex.org/W1579982767","https://openalex.org/W1585718104","https://openalex.org/W1589617306","https://openalex.org/W1593272349","https://openalex.org/W1595507819","https://openalex.org/W1596057795","https://openalex.org/W1602103856","https://openalex.org/W1604380167","https://openalex.org/W1615437454","https://openalex.org/W1678916964","https://openalex.org/W1728275924","https://openalex.org/W1762468477","https://openalex.org/W1791587663","https://openalex.org/W1800348754","https://openalex.org/W1810415301","https://openalex.org/W1934866278","https://openalex.org/W1954293576","https://openalex.org/W1964678707","https://openalex.org/W1965437408","https://openalex.org/W1965937355","https://openalex.org/W1971316674","https://openalex.org/W1973308529","https://openalex.org/W1973849164","https://openalex.org/W1976320527","https://openalex.org/W1978609080","https://openalex.org/W1978808685","https://openalex.org/W1979722913","https://openalex.org/W1984156354","https://openalex.org/W1984763601","https://openalex.org/W1985771617","https://openalex.org/W1986401249","https://openalex.org/W1991670833","https://openalex.org/W1991871503","https://openalex.org/W1992136848","https://openalex.org/W1992324015","https://openalex.org/W1996806786","https://openalex.org/W1997849083","https://openalex.org/W1999197348","https://openalex.org/W2003770055","https://openalex.org/W2004560093","https://openalex.org/W2005219594","https://openalex.org/W2005723940","https://openalex.org/W2006436563","https://openalex.org/W2007006972","https://openalex.org/W2008544042","https://openalex.org/W2010527934","https://openalex.org/W2017356504","https://openalex.org/W2019713891","https://openalex.org/W2023006187","https://openalex.org/W2023316955","https://openalex.org/W2023353782","https://openalex.org/W2026850016","https://openalex.org/W2028285095","https://openalex.org/W2029023160","https://openalex.org/W2032633302","https://openalex.org/W2033943395","https://openalex.org/W2052143031","https://openalex.org/W2053523340","https://openalex.org/W2053812333","https://openalex.org/W2054829028","https://openalex.org/W2061581337","https://openalex.org/W2063126735","https://openalex.org/W2063833294","https://openalex.org/W2064037431","https://openalex.org/W2065189722","https://openalex.org/W2066125219","https://openalex.org/W2072033958","https://openalex.org/W2073913939","https://openalex.org/W2076566522","https://openalex.org/W2077331722","https://openalex.org/W2079454689","https://openalex.org/W2084430029","https://openalex.org/W2088919620","https://openalex.org/W2089185590","https://openalex.org/W2097543179","https://openalex.org/W2100114279","https://openalex.org/W2101662857","https://openalex.org/W2101954580","https://openalex.org/W2102097552","https://openalex.org/W2102369945","https://openalex.org/W2108960524","https://openalex.org/W2109685530","https://openalex.org/W2112404582","https://openalex.org/W2113805183","https://openalex.org/W2115402299","https://openalex.org/W2118591721","https://openalex.org/W2118745571","https://openalex.org/W2118807048","https://openalex.org/W2122047503","https://openalex.org/W2122099188","https://openalex.org/W2123534889","https://openalex.org/W2124117709","https://openalex.org/W2125178435","https://openalex.org/W2125611976","https://openalex.org/W2126620275","https://openalex.org/W2128893062","https://openalex.org/W2130166573","https://openalex.org/W2132454116","https://openalex.org/W2134830607","https://openalex.org/W2137247419","https://openalex.org/W2138927513","https://openalex.org/W2140415400","https://openalex.org/W2142185054","https://openalex.org/W2142936609","https://openalex.org/W2144123224","https://openalex.org/W2145281779","https://openalex.org/W2145307113","https://openalex.org/W2146601354","https://openalex.org/W2146853044","https://openalex.org/W2155968457","https://openalex.org/W2157989366","https://openalex.org/W2158040226","https://openalex.org/W2158125059","https://openalex.org/W2158182745","https://openalex.org/W2158342889","https://openalex.org/W2162189919","https://openalex.org/W2163253664","https://openalex.org/W2164218188","https://openalex.org/W2166792323","https://openalex.org/W2172978260","https://openalex.org/W2175951718","https://openalex.org/W2491206219","https://openalex.org/W2506183194","https://openalex.org/W2888657861","https://openalex.org/W2916639956","https://openalex.org/W3121392541","https://openalex.org/W3122535236","https://openalex.org/W3126732555","https://openalex.org/W4237326381","https://openalex.org/W4251944604","https://openalex.org/W4253262538","https://openalex.org/W4388147587"],"related_works":["https://openalex.org/W2560936962","https://openalex.org/W2788727012","https://openalex.org/W2526386912","https://openalex.org/W4388203630","https://openalex.org/W1543056659","https://openalex.org/W1919728284","https://openalex.org/W2410591377","https://openalex.org/W2149537132","https://openalex.org/W2323113755","https://openalex.org/W1670566515"],"abstract_inverted_index":null,"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":3},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":4},{"year":2018,"cited_by_count":3},{"year":2017,"cited_by_count":7},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":13},{"year":2014,"cited_by_count":14},{"year":2013,"cited_by_count":13},{"year":2012,"cited_by_count":12}],"updated_date":"2026-06-19T15:47:20.252518","created_date":"2016-06-24T00:00:00"}