{"id":"https://openalex.org/W2060947681","doi":"https://doi.org/10.1108/13287261111136025","title":"The value proposition of adopting mCRM strategy in UK SMEs","display_name":"The value proposition of adopting mCRM strategy in UK SMEs","publication_year":2011,"publication_date":"2011-05-03","ids":{"openalex":"https://openalex.org/W2060947681","doi":"https://doi.org/10.1108/13287261111136025","mag":"2060947681"},"language":"en","primary_location":{"id":"doi:10.1108/13287261111136025","is_oa":false,"landing_page_url":"https://doi.org/10.1108/13287261111136025","pdf_url":null,"source":{"id":"https://openalex.org/S39868070","display_name":"Journal of Systems and Information Technology","issn_l":"1328-7265","issn":["1328-7265","1758-8847"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Systems and Information Technology","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/A5037979951","display_name":"Vanessa Zheng","orcid":null},"institutions":[{"id":"https://openalex.org/I28290843","display_name":"University of Surrey","ror":"https://ror.org/00ks66431","country_code":"GB","type":"education","lineage":["https://openalex.org/I28290843"]}],"countries":["GB"],"is_corresponding":true,"raw_author_name":"Vanessa Zheng","raw_affiliation_strings":["School of Management, University of Surrey, Guildford, UK","School of Management, University of Surrey Guildford UK"],"affiliations":[{"raw_affiliation_string":"School of Management, University of Surrey, Guildford, UK","institution_ids":["https://openalex.org/I28290843"]},{"raw_affiliation_string":"School of Management, University of Surrey Guildford UK","institution_ids":["https://openalex.org/I28290843"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5037979951"],"corresponding_institution_ids":["https://openalex.org/I28290843"],"apc_list":null,"apc_paid":null,"fwci":1.8271,"has_fulltext":false,"cited_by_count":20,"citation_normalized_percentile":{"value":0.88479073,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":97},"biblio":{"volume":"13","issue":"2","first_page":"223","last_page":"245"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9997000098228455,"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"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9997000098228455,"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/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9976000189781189,"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/T10609","display_name":"Digital Marketing and Social Media","score":0.9962000250816345,"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/value-proposition","display_name":"Value proposition","score":0.6589505076408386},{"id":"https://openalex.org/keywords/competitive-advantage","display_name":"Competitive advantage","score":0.6235960721969604},{"id":"https://openalex.org/keywords/exploit","display_name":"Exploit","score":0.5972514152526855},{"id":"https://openalex.org/keywords/originality","display_name":"Originality","score":0.5844840407371521},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5800163745880127},{"id":"https://openalex.org/keywords/order","display_name":"Order (exchange)","score":0.5158554911613464},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.5024127960205078},{"id":"https://openalex.org/keywords/conceptual-framework","display_name":"Conceptual framework","score":0.4683346748352051},{"id":"https://openalex.org/keywords/value","display_name":"Value (mathematics)","score":0.45029139518737793},{"id":"https://openalex.org/keywords/conceptual-model","display_name":"Conceptual model","score":0.4417153596878052},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.400285005569458},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.2611728310585022},{"id":"https://openalex.org/keywords/qualitative-research","display_name":"Qualitative research","score":0.10831618309020996}],"concepts":[{"id":"https://openalex.org/C68991459","wikidata":"https://www.wikidata.org/wiki/Q11700776","display_name":"Value proposition","level":2,"score":0.6589505076408386},{"id":"https://openalex.org/C58546491","wikidata":"https://www.wikidata.org/wiki/Q1150207","display_name":"Competitive advantage","level":2,"score":0.6235960721969604},{"id":"https://openalex.org/C165696696","wikidata":"https://www.wikidata.org/wiki/Q11287","display_name":"Exploit","level":2,"score":0.5972514152526855},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.5844840407371521},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5800163745880127},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.5158554911613464},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5024127960205078},{"id":"https://openalex.org/C14224292","wikidata":"https://www.wikidata.org/wiki/Q13600188","display_name":"Conceptual framework","level":2,"score":0.4683346748352051},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.45029139518737793},{"id":"https://openalex.org/C13606891","wikidata":"https://www.wikidata.org/wiki/Q2623243","display_name":"Conceptual model","level":2,"score":0.4417153596878052},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.400285005569458},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.2611728310585022},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.10831618309020996},{"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/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.0},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","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}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/13287261111136025","is_oa":false,"landing_page_url":"https://doi.org/10.1108/13287261111136025","pdf_url":null,"source":{"id":"https://openalex.org/S39868070","display_name":"Journal of Systems and Information Technology","issn_l":"1328-7265","issn":["1328-7265","1758-8847"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310319811","host_organization_name":"Emerald Publishing Limited","host_organization_lineage":["https://openalex.org/P4310319811"],"host_organization_lineage_names":["Emerald Publishing Limited"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Systems and Information Technology","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"score":0.5699999928474426,"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":84,"referenced_works":["https://openalex.org/W48045161","https://openalex.org/W108146001","https://openalex.org/W189646798","https://openalex.org/W908637602","https://openalex.org/W1481773499","https://openalex.org/W1490263700","https://openalex.org/W1495313845","https://openalex.org/W1503911112","https://openalex.org/W1515046485","https://openalex.org/W1521691771","https://openalex.org/W1525558457","https://openalex.org/W1527472574","https://openalex.org/W1549868337","https://openalex.org/W1558083196","https://openalex.org/W1580207105","https://openalex.org/W1581015299","https://openalex.org/W1582639627","https://openalex.org/W1583457369","https://openalex.org/W1791587663","https://openalex.org/W1963615912","https://openalex.org/W1968873425","https://openalex.org/W1968902083","https://openalex.org/W1973878220","https://openalex.org/W1977285060","https://openalex.org/W1983629797","https://openalex.org/W1987449342","https://openalex.org/W1988641654","https://openalex.org/W1988697848","https://openalex.org/W1990513740","https://openalex.org/W1991026449","https://openalex.org/W1993177059","https://openalex.org/W2000733658","https://openalex.org/W2001319233","https://openalex.org/W2003120121","https://openalex.org/W2008101566","https://openalex.org/W2013822213","https://openalex.org/W2015839496","https://openalex.org/W2019231821","https://openalex.org/W2019868197","https://openalex.org/W2020015339","https://openalex.org/W2020236453","https://openalex.org/W2026054677","https://openalex.org/W2027781430","https://openalex.org/W2030526246","https://openalex.org/W2033057010","https://openalex.org/W2034469774","https://openalex.org/W2035865062","https://openalex.org/W2039421131","https://openalex.org/W2039906767","https://openalex.org/W2047135118","https://openalex.org/W2047775292","https://openalex.org/W2051986598","https://openalex.org/W2059190040","https://openalex.org/W2059319461","https://openalex.org/W2064490277","https://openalex.org/W2065790292","https://openalex.org/W2073292314","https://openalex.org/W2081737649","https://openalex.org/W2089763954","https://openalex.org/W2091528827","https://openalex.org/W2099697766","https://openalex.org/W2100379340","https://openalex.org/W2108781549","https://openalex.org/W2113712924","https://openalex.org/W2114882636","https://openalex.org/W2117928489","https://openalex.org/W2119753183","https://openalex.org/W2131095207","https://openalex.org/W2131316172","https://openalex.org/W2135352097","https://openalex.org/W2136916696","https://openalex.org/W2137349197","https://openalex.org/W2144997486","https://openalex.org/W2152940610","https://openalex.org/W2158943947","https://openalex.org/W2159643601","https://openalex.org/W2164739924","https://openalex.org/W2504847191","https://openalex.org/W2612336334","https://openalex.org/W2619731159","https://openalex.org/W3022250380","https://openalex.org/W3044291841","https://openalex.org/W3093398451","https://openalex.org/W4249445519"],"related_works":["https://openalex.org/W567072119","https://openalex.org/W2089058859","https://openalex.org/W2787424950","https://openalex.org/W2939958266","https://openalex.org/W4298012630","https://openalex.org/W1967480026","https://openalex.org/W2063823826","https://openalex.org/W3027718445","https://openalex.org/W3015326745","https://openalex.org/W1582739337"],"abstract_inverted_index":{"Purpose":[0],"This":[1,93,124,172],"paper":[2,94],"seeks":[3],"to":[4,41,89,101,131,142,153,158,167,184],"investigate":[5],"the":[6,72,139,160,191,197],"key":[7],"drivers":[8],"and":[9,21,25,118,136,138,148,178,189,193,201],"barriers":[10],"of":[11,54,74,105,196],"adopting":[12],"mobile":[13,57,140],"customer":[14],"relationship":[15,106],"management":[16],"(mCRM)":[17],"services":[18,76,98,157,180],"in":[19,56,84,112,151],"small\u2010":[20],"medium\u2010sized":[22],"enterprises":[23],"(SMEs)":[24],"proposes":[26,188],"an":[27],"mCRM":[28,61,75,85,97,156,185,198],"strategy":[29,199],"framework.":[30],"Design/methodology/approach":[31],"Previous":[32],"SME":[33,128],"technology":[34,48],"adoption":[35,77],"literature":[36],"has":[37],"used":[38],"different":[39,103],"models":[40],"explain":[42],"how":[43],"SMEs":[44,88,100],"accept":[45],"or":[46],"reject":[47],"innovations.":[49],"There":[50],"is":[51],"a":[52,64],"lack":[53],"research":[55,66,204],"technologies":[58],"such":[59],"as":[60],"services.":[62],"Using":[63],"secondary":[65],"method,":[67],"this":[68],"study":[69,125,173],"critically":[70],"analyses":[71],"impact":[73],"by":[78],"UK":[79],"SMEs.":[80],"Findings":[81],"Rapid":[82],"development":[83],"applications":[86],"enables":[87],"gain":[90],"competitive":[91],"advantages.":[92],"argues":[95],"that":[96,127,175],"help":[99],"create":[102,115],"levels":[104],"bonds":[107],"with":[108],"their":[109,133,145],"customers,":[110],"which":[111],"turn":[113],"can":[114,181],"value":[116],"proposition":[117],"improve":[119],"business":[120,134,176],"performance.":[121],"Research":[122],"limitations/implications":[123],"suggests":[126,202],"owners/managers":[129],"need":[130],"understand":[132],"needs":[135,166],"processes,":[137],"technology,":[141],"focus":[143],"on":[144],"CRM":[146],"strategies,":[147],"allocate":[149],"resources":[150],"order":[152],"successfully":[154],"adopt":[155],"exploit":[159],"full":[161],"potential.":[162],"The":[163],"conceptual":[164],"model":[165],"be":[168,182],"tested":[169],"empirically.":[170],"Originality/value":[171],"demonstrates":[174],"values":[177],"core":[179],"specific":[183],"strategy.":[186],"It":[187],"discusses":[190],"theoretical":[192],"practical":[194],"implications":[195],"framework":[200],"further":[203],"directions.":[205]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":4},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":2},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":3},{"year":2015,"cited_by_count":1},{"year":2014,"cited_by_count":1},{"year":2013,"cited_by_count":3}],"updated_date":"2026-02-28T09:26:25.869077","created_date":"2025-10-10T00:00:00"}
