{"id":"https://openalex.org/W2539182643","doi":"https://doi.org/10.1080/08874417.2002.11647506","title":"Internet Integrated Customer Relationship Management a Key Success Factor for Companies in the E-Commerce Arena","display_name":"Internet Integrated Customer Relationship Management a Key Success Factor for Companies in the E-Commerce Arena","publication_year":2002,"publication_date":"2002-03-01","ids":{"openalex":"https://openalex.org/W2539182643","doi":"https://doi.org/10.1080/08874417.2002.11647506","mag":"2539182643"},"language":"en","primary_location":{"id":"doi:10.1080/08874417.2002.11647506","is_oa":true,"landing_page_url":"https://doi.org/10.1080/08874417.2002.11647506","pdf_url":null,"source":{"id":"https://openalex.org/S83133229","display_name":"Journal of Computer Information Systems","issn_l":"0887-4417","issn":["0887-4417","2380-2057"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"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 Computer Information Systems","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://doi.org/10.1080/08874417.2002.11647506","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5102889994","display_name":"Xin Tan","orcid":"https://orcid.org/0000-0003-4958-971X"},"institutions":[{"id":"https://openalex.org/I83328450","display_name":"Miami University","ror":"https://ror.org/05nbqxr67","country_code":"US","type":"education","lineage":["https://openalex.org/I83328450"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Xin Tan","raw_affiliation_strings":["Miami University, Oxford, Ohio 45056"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Miami University, Oxford, Ohio 45056","institution_ids":["https://openalex.org/I83328450"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5091354653","display_name":"David C. Yen","orcid":"https://orcid.org/0000-0001-7093-0877"},"institutions":[{"id":"https://openalex.org/I83328450","display_name":"Miami University","ror":"https://ror.org/05nbqxr67","country_code":"US","type":"education","lineage":["https://openalex.org/I83328450"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"David C. Yen","raw_affiliation_strings":["Miami University, Oxford, Ohio 45056"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Miami University, Oxford, Ohio 45056","institution_ids":["https://openalex.org/I83328450"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5101972663","display_name":"Xiang Fang","orcid":"https://orcid.org/0000-0002-4773-2781"},"institutions":[{"id":"https://openalex.org/I83328450","display_name":"Miami University","ror":"https://ror.org/05nbqxr67","country_code":"US","type":"education","lineage":["https://openalex.org/I83328450"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Xiang Fang","raw_affiliation_strings":["Miami University, Oxford, Ohio 45056"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Miami University, Oxford, Ohio 45056","institution_ids":["https://openalex.org/I83328450"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I83328450"],"apc_list":null,"apc_paid":null,"fwci":11.2,"has_fulltext":false,"cited_by_count":120,"citation_normalized_percentile":{"value":0.98093445,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"42","issue":"3","first_page":"77","last_page":"86"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.592199981212616,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"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/T12384","display_name":"Customer churn and segmentation","score":0.592199981212616,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"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/T10068","display_name":"Technology Adoption and User Behaviour","score":0.5238999724388123,"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/T11891","display_name":"Big Data and Business Intelligence","score":0.5081999897956848,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"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":0.7757925987243652},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.673001766204834},{"id":"https://openalex.org/keywords/the-internet","display_name":"The Internet","score":0.6153756976127625},{"id":"https://openalex.org/keywords/e-commerce","display_name":"E-commerce","score":0.5084720849990845},{"id":"https://openalex.org/keywords/order","display_name":"Order (exchange)","score":0.48556777834892273},{"id":"https://openalex.org/keywords/key","display_name":"Key (lock)","score":0.47185561060905457},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.46780160069465637},{"id":"https://openalex.org/keywords/enterprise-relationship-management","display_name":"Enterprise relationship management","score":0.41751986742019653},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.38906407356262207},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.36437416076660156},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.26061469316482544},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.24445688724517822},{"id":"https://openalex.org/keywords/world-wide-web","display_name":"World Wide Web","score":0.14068996906280518},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.06887766718864441},{"id":"https://openalex.org/keywords/finance","display_name":"Finance","score":0.054537951946258545}],"concepts":[{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.7757925987243652},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.673001766204834},{"id":"https://openalex.org/C110875604","wikidata":"https://www.wikidata.org/wiki/Q75","display_name":"The Internet","level":2,"score":0.6153756976127625},{"id":"https://openalex.org/C78597825","wikidata":"https://www.wikidata.org/wiki/Q484847","display_name":"E-commerce","level":2,"score":0.5084720849990845},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.48556777834892273},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.47185561060905457},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.46780160069465637},{"id":"https://openalex.org/C27850374","wikidata":"https://www.wikidata.org/wiki/Q5380405","display_name":"Enterprise relationship management","level":5,"score":0.41751986742019653},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.38906407356262207},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.36437416076660156},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.26061469316482544},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.24445688724517822},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.14068996906280518},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.06887766718864441},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.054537951946258545},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1080/08874417.2002.11647506","is_oa":true,"landing_page_url":"https://doi.org/10.1080/08874417.2002.11647506","pdf_url":null,"source":{"id":"https://openalex.org/S83133229","display_name":"Journal of Computer Information Systems","issn_l":"0887-4417","issn":["0887-4417","2380-2057"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"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 Computer Information Systems","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.1080/08874417.2002.11647506","is_oa":true,"landing_page_url":"https://doi.org/10.1080/08874417.2002.11647506","pdf_url":null,"source":{"id":"https://openalex.org/S83133229","display_name":"Journal of Computer Information Systems","issn_l":"0887-4417","issn":["0887-4417","2380-2057"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"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 Computer Information Systems","raw_type":"journal-article"},"sustainable_development_goals":[{"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9","score":0.5099999904632568}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":5,"referenced_works":["https://openalex.org/W982461110","https://openalex.org/W2010268500","https://openalex.org/W2250894596","https://openalex.org/W2999668011","https://openalex.org/W4236060253"],"related_works":["https://openalex.org/W2526888397","https://openalex.org/W4380362489","https://openalex.org/W4312261103","https://openalex.org/W2382340646","https://openalex.org/W2354588014","https://openalex.org/W3215250348","https://openalex.org/W2323655705","https://openalex.org/W2545800059","https://openalex.org/W2066833476","https://openalex.org/W2355368788"],"abstract_inverted_index":{"The":[0,29],"purpose":[1],"of":[2,10,31,80],"this":[3,58],"paper":[4,59],"is":[5,20],"to":[6,42,50,97],"analyze":[7],"the":[8,11,23,26,32,44,53,61,78,83,88,94],"application":[9],"Customer":[12],"Relationship":[13],"Management":[14],"(CRM)":[15],"in":[16,25,38,40,52,82,93],"New":[17],"Economy,":[18],"which":[19],"characterized":[21],"by":[22],"advancement":[24],"information":[27],"technology.":[28],"impacts":[30],"Internet":[33,95],"on":[34,87],"CRM":[35,51,64,81],"are":[36],"assessed":[37],"detail":[39],"order":[41],"reveal":[43],"new":[45],"opportunities":[46],"and":[47,65,72],"challenges":[48],"related":[49],"business":[54],"settings.":[55],"In":[56],"addition,":[57],"addresses":[60,76],"relationship":[62],"between":[63],"other":[66],"E-commerce":[67,84],"applications,":[68],"including":[69],"ERP,":[70],"SCM":[71],"Data":[73],"Warehousing.":[74],"Such":[75],"indicate":[77],"role":[79],"arena.":[85],"Based":[86],"analysis,":[89],"CRM's":[90],"future":[91],"implications":[92],"era":[96],"be":[98],"discussed.":[99]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":3},{"year":2018,"cited_by_count":4},{"year":2017,"cited_by_count":3},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":8},{"year":2014,"cited_by_count":8},{"year":2013,"cited_by_count":7},{"year":2012,"cited_by_count":8}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}