{"id":"https://openalex.org/W1975882874","doi":"https://doi.org/10.1108/13287261311328877","title":"Extending customer relationship management: from empowering firms to empowering customers","display_name":"Extending customer relationship management: from empowering firms to empowering customers","publication_year":2013,"publication_date":"2013-04-26","ids":{"openalex":"https://openalex.org/W1975882874","doi":"https://doi.org/10.1108/13287261311328877","mag":"1975882874"},"language":"en","primary_location":{"id":"doi:10.1108/13287261311328877","is_oa":false,"landing_page_url":"https://doi.org/10.1108/13287261311328877","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":true,"oa_status":"green","oa_url":"https://jyx.jyu.fi/bitstreams/040706e9-1e32-4b75-89c0-bf814b3a4b82/download","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5048795545","display_name":"Hannu Saarij\u00e4rvi","orcid":"https://orcid.org/0000-0001-5803-9037"},"institutions":[{"id":"https://openalex.org/I166825849","display_name":"Tampere University","ror":"https://ror.org/033003e23","country_code":"FI","type":"education","lineage":["https://openalex.org/I166825849"]},{"id":"https://openalex.org/I4210133110","display_name":"Tampere University","ror":null,"country_code":"FI","type":null,"lineage":["https://openalex.org/I4210133110"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Hannu Saarij\u00e4rvi","raw_affiliation_strings":["School of Management, Research and Education Centre Synergos, University of Tampere, Tampere, Finland","(School of Management, Research and Education Centre Synergos, University of Tampere, Tampere, Finland)"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Management, Research and Education Centre Synergos, University of Tampere, Tampere, Finland","institution_ids":["https://openalex.org/I166825849","https://openalex.org/I4210133110"]},{"raw_affiliation_string":"(School of Management, Research and Education Centre Synergos, University of Tampere, Tampere, Finland)","institution_ids":["https://openalex.org/I166825849","https://openalex.org/I4210133110"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5034162449","display_name":"Heikki Karjaluoto","orcid":"https://orcid.org/0000-0002-5696-7355"},"institutions":[{"id":"https://openalex.org/I94722563","display_name":"University of Jyv\u00e4skyl\u00e4","ror":"https://ror.org/05n3dz165","country_code":"FI","type":"education","lineage":["https://openalex.org/I94722563"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Heikki Karjaluoto","raw_affiliation_strings":["Department of Marketing, School of Business and Economics, University of Jyv\u00e4skyl\u00e4, Jyv\u00e4skyl\u00e4, Finland","(Department of Marketing, School of Business and Economics, University of Jyv\u00e4skyl\u00e4, Jyv\u00e4skyl\u00e4, Finland)"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Marketing, School of Business and Economics, University of Jyv\u00e4skyl\u00e4, Jyv\u00e4skyl\u00e4, Finland","institution_ids":["https://openalex.org/I94722563"]},{"raw_affiliation_string":"(Department of Marketing, School of Business and Economics, University of Jyv\u00e4skyl\u00e4, Jyv\u00e4skyl\u00e4, Finland)","institution_ids":["https://openalex.org/I94722563"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5030579224","display_name":"Hannu Kuusela","orcid":"https://orcid.org/0000-0001-7693-6516"},"institutions":[{"id":"https://openalex.org/I166825849","display_name":"Tampere University","ror":"https://ror.org/033003e23","country_code":"FI","type":"education","lineage":["https://openalex.org/I166825849"]},{"id":"https://openalex.org/I4210133110","display_name":"Tampere University","ror":null,"country_code":"FI","type":null,"lineage":["https://openalex.org/I4210133110"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Hannu Kuusela","raw_affiliation_strings":["School of Management, University of Tampere, Tampere, Finland","School of Management, University of Tampere, Tampere, Finland,"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Management, University of Tampere, Tampere, Finland","institution_ids":["https://openalex.org/I166825849","https://openalex.org/I4210133110"]},{"raw_affiliation_string":"School of Management, University of Tampere, Tampere, Finland,","institution_ids":["https://openalex.org/I166825849","https://openalex.org/I4210133110"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":6.7763,"has_fulltext":false,"cited_by_count":34,"citation_normalized_percentile":{"value":0.96250645,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"15","issue":"2","first_page":"140","last_page":"158"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9998999834060669,"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":0.9998999834060669,"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/T11114","display_name":"Service and Product Innovation","score":0.9991999864578247,"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/T10609","display_name":"Digital Marketing and Social Media","score":0.989300012588501,"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":0.7743693590164185},{"id":"https://openalex.org/keywords/customer-value","display_name":"Customer value","score":0.597766101360321},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5865515470504761},{"id":"https://openalex.org/keywords/perspective","display_name":"Perspective (graphical)","score":0.5808594226837158},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.5748852491378784},{"id":"https://openalex.org/keywords/customer-orientation","display_name":"Customer orientation","score":0.5097445845603943},{"id":"https://openalex.org/keywords/value","display_name":"Value (mathematics)","score":0.48641252517700195},{"id":"https://openalex.org/keywords/enterprise-relationship-management","display_name":"Enterprise relationship management","score":0.4858850836753845},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.47410067915916443},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.42434489727020264},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.41110140085220337},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.40837791562080383},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.34868133068084717},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.2684929370880127},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.22199520468711853}],"concepts":[{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.7743693590164185},{"id":"https://openalex.org/C2985066332","wikidata":"https://www.wikidata.org/wiki/Q556441","display_name":"Customer value","level":3,"score":0.597766101360321},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5865515470504761},{"id":"https://openalex.org/C12713177","wikidata":"https://www.wikidata.org/wiki/Q1900281","display_name":"Perspective (graphical)","level":2,"score":0.5808594226837158},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5748852491378784},{"id":"https://openalex.org/C2984067766","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Customer orientation","level":2,"score":0.5097445845603943},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.48641252517700195},{"id":"https://openalex.org/C27850374","wikidata":"https://www.wikidata.org/wiki/Q5380405","display_name":"Enterprise relationship management","level":5,"score":0.4858850836753845},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.47410067915916443},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.42434489727020264},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.41110140085220337},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.40837791562080383},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.34868133068084717},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.2684929370880127},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.22199520468711853},{"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/C31170391","wikidata":"https://www.wikidata.org/wiki/Q188619","display_name":"Hierarchy","level":2,"score":0.0},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0},{"id":"https://openalex.org/C34447519","wikidata":"https://www.wikidata.org/wiki/Q179522","display_name":"Market economy","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}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1108/13287261311328877","is_oa":false,"landing_page_url":"https://doi.org/10.1108/13287261311328877","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"},{"id":"pmh:oai:jyx.jyu.fi:123456789/48159","is_oa":true,"landing_page_url":"http://urn.fi/URN:NBN:fi:jyu-201512164063","pdf_url":"https://jyx.jyu.fi/bitstreams/040706e9-1e32-4b75-89c0-bf814b3a4b82/download","source":{"id":"https://openalex.org/S4306400563","display_name":"Jyv\u00e4skyl\u00e4 University Digital Archive (University of Jyv\u00e4skyl\u00e4)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I94722563","host_organization_name":"University of Jyv\u00e4skyl\u00e4","host_organization_lineage":["https://openalex.org/I94722563"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"research article"}],"best_oa_location":{"id":"pmh:oai:jyx.jyu.fi:123456789/48159","is_oa":true,"landing_page_url":"http://urn.fi/URN:NBN:fi:jyu-201512164063","pdf_url":"https://jyx.jyu.fi/bitstreams/040706e9-1e32-4b75-89c0-bf814b3a4b82/download","source":{"id":"https://openalex.org/S4306400563","display_name":"Jyv\u00e4skyl\u00e4 University Digital Archive (University of Jyv\u00e4skyl\u00e4)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I94722563","host_organization_name":"University of Jyv\u00e4skyl\u00e4","host_organization_lineage":["https://openalex.org/I94722563"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"research article"},"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":false},"content_urls":{"pdf":"https://content.openalex.org/works/W1975882874.pdf"},"referenced_works_count":81,"referenced_works":["https://openalex.org/W91447311","https://openalex.org/W134256436","https://openalex.org/W597038712","https://openalex.org/W618733691","https://openalex.org/W1481230954","https://openalex.org/W1489175044","https://openalex.org/W1515022775","https://openalex.org/W1541696305","https://openalex.org/W1599267313","https://openalex.org/W1612366852","https://openalex.org/W1965685521","https://openalex.org/W1972692596","https://openalex.org/W1972970784","https://openalex.org/W1976307935","https://openalex.org/W1980126189","https://openalex.org/W1985603506","https://openalex.org/W1986270971","https://openalex.org/W1986326350","https://openalex.org/W1987376215","https://openalex.org/W1987444719","https://openalex.org/W1989964684","https://openalex.org/W1990123045","https://openalex.org/W1993037461","https://openalex.org/W1996127416","https://openalex.org/W2003502546","https://openalex.org/W2006285386","https://openalex.org/W2006887122","https://openalex.org/W2007263771","https://openalex.org/W2008918941","https://openalex.org/W2010123231","https://openalex.org/W2018165958","https://openalex.org/W2022297042","https://openalex.org/W2024235148","https://openalex.org/W2024314397","https://openalex.org/W2031534412","https://openalex.org/W2037021691","https://openalex.org/W2045290959","https://openalex.org/W2045721947","https://openalex.org/W2048665713","https://openalex.org/W2051903649","https://openalex.org/W2052439046","https://openalex.org/W2056564500","https://openalex.org/W2060947681","https://openalex.org/W2062334709","https://openalex.org/W2066836445","https://openalex.org/W2068908313","https://openalex.org/W2070036758","https://openalex.org/W2071766273","https://openalex.org/W2075284967","https://openalex.org/W2092491203","https://openalex.org/W2093955162","https://openalex.org/W2097357438","https://openalex.org/W2097552874","https://openalex.org/W2098353584","https://openalex.org/W2099043863","https://openalex.org/W2099582074","https://openalex.org/W2104719746","https://openalex.org/W2104996229","https://openalex.org/W2112591289","https://openalex.org/W2112803487","https://openalex.org/W2126840412","https://openalex.org/W2127396574","https://openalex.org/W2129012488","https://openalex.org/W2129621939","https://openalex.org/W2131301419","https://openalex.org/W2132210159","https://openalex.org/W2134499042","https://openalex.org/W2135526934","https://openalex.org/W2146276949","https://openalex.org/W2159203316","https://openalex.org/W2160393657","https://openalex.org/W2165385958","https://openalex.org/W2165496301","https://openalex.org/W3014952447","https://openalex.org/W3123457883","https://openalex.org/W3124027359","https://openalex.org/W3125064377","https://openalex.org/W3125651789","https://openalex.org/W4285719527","https://openalex.org/W6603717919","https://openalex.org/W6605358401"],"related_works":["https://openalex.org/W2526888397","https://openalex.org/W4312261103","https://openalex.org/W4380362489","https://openalex.org/W2382340646","https://openalex.org/W2354588014","https://openalex.org/W3215250348","https://openalex.org/W2323655705","https://openalex.org/W4210844823","https://openalex.org/W2545800059","https://openalex.org/W2131301419"],"abstract_inverted_index":{"Purpose":[0],"\u2013":[1,79,109,166,217,282],"The":[2,80,167,191,283],"focus":[3,155],"of":[4,72,97,101,117,156,180,184,207,240,300],"customer":[5,22,102,185,235,242,256,273],"relationship":[6,274],"management":[7,275],"(CRM)":[8],"literature":[9,49,84,90,139],"has":[10,111],"been":[11],"predominantly":[12],"on":[13,18,21,51,56,88,135,197,210],"the":[14,69,89,98,105,115,118,125,154,181,188,198,205,211,238,241,287,293,298],"firm":[15],"perspective":[16,299],"and":[17,26,34,39,76,124,131,173,204,221,254,270],"IT,":[19],"not":[20,112],"or":[23],"service":[24,120,200],"orientation":[25],"value":[27,122,202],"co-creation.":[28],"This":[29,61],"paper":[30,81,168,192],"seeks":[31],"to":[32,152,161,244,259,276,290],"explore":[33],"analyse":[35],"contemporary":[36,212,294],"CRM":[37,52,74,83,106,138,148,157,189,213,295],"frameworks":[38],"suggests":[40],"future":[41,264],"research":[42,196],"directions.":[43],"To":[44],"achieve":[45],"this,":[46],"a":[47,63,94,136,144,176,224,230,263,277],"thorough":[48,137],"review":[50],"is":[53,150,169,248,285],"conducted":[54],"focusing":[55],"recent":[57],"advances":[58],"within":[59,187],"CRM.":[60],"provides":[62],"good":[64],"basis":[65],"for":[66,194,237],"critically":[67,225,291],"analysing":[68],"current":[70],"status":[71],"both":[73],"theory":[75],"practice.":[77],"Design/methodology/approach":[78],"reviews":[82],"published":[85],"2003-2011.":[86],"Based":[87],"review,":[91,140],"it":[92],"introduces":[93],"conceptual":[95,170],"framework":[96,296],"changing":[99,182],"role":[100,116,183],"data":[103,186,219,236,257],"in":[104,147,171],"framework.":[107,190,214],"Findings":[108],"Literature":[110],"adequately":[113],"addressed":[114],"emerging":[119,199,251],"orientation,":[121,201],"co-creation":[123,203],"opportunities":[126],"provided":[127],"by":[128],"new":[129,208,279],"technology":[130],"communication":[132],"channels.":[133],"Drawing":[134],"we":[141],"argue":[142],"that":[143],"fundamental":[145],"change":[146],"thinking":[149],"needed":[151],"shift":[153],"from":[158,297],"empowering":[159,162,301],"firms":[160],"customers.":[163,302],"Research":[164],"limitations/implications":[165],"nature":[172],"presents":[174],"only":[175],"few":[177],"empirical":[178],"examples":[179],"calls":[193],"more":[195],"impact":[206],"media":[209],"Practical":[215],"implications":[216],"Customer":[218],"remain,":[220,223],"will":[222],"important":[226],"input":[227],"resource":[228],"informing":[229],"firm\u2019s":[231],"processes.":[232],"However,":[233],"using":[234],"benefit":[239],"too,":[243],"serve":[245],"customers":[246,260],"better,":[247],"clearly":[249],"an":[250],"phenomenon.":[252],"Refining":[253],"giving":[255],"back":[258],"may":[261],"represent":[262],"mechanism":[265],"through":[266],"which":[267],"companies":[268],"deepen":[269],"develop":[271],"their":[272],"whole":[278],"level.":[280],"Originality/value":[281],"study":[284],"among":[286],"first":[288],"attempting":[289],"evaluate":[292]},"counts_by_year":[{"year":2025,"cited_by_count":3},{"year":2024,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":3},{"year":2018,"cited_by_count":3},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":7},{"year":2014,"cited_by_count":4}],"updated_date":"2026-07-02T09:51:11.867554","created_date":"2025-10-10T00:00:00"}