{"id":"https://openalex.org/W2113712924","doi":"https://doi.org/10.1108/14637150710834532","title":"Mobile customer relationship management: an exploratory analysis of Italian applications","display_name":"Mobile customer relationship management: an exploratory analysis of Italian applications","publication_year":2007,"publication_date":"2007-11-13","ids":{"openalex":"https://openalex.org/W2113712924","doi":"https://doi.org/10.1108/14637150710834532","mag":"2113712924"},"language":"en","primary_location":{"id":"doi:10.1108/14637150710834532","is_oa":false,"landing_page_url":"https://doi.org/10.1108/14637150710834532","pdf_url":null,"source":{"id":"https://openalex.org/S2508752","display_name":"Business Process Management Journal","issn_l":"1463-7154","issn":["1463-7154","1758-4116"],"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":"Business Process Management Journal","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/A5065603637","display_name":"Marta Valsecchi","orcid":null},"institutions":[{"id":"https://openalex.org/I93860229","display_name":"Politecnico di Milano","ror":"https://ror.org/01nffqt88","country_code":"IT","type":"education","lineage":["https://openalex.org/I93860229"]}],"countries":["IT"],"is_corresponding":true,"raw_author_name":"Marta Valsecchi","raw_affiliation_strings":["Department of Management, Economics and Production, Politecnico di Milano, Milan, Italy","(Department of Management, Economics and Production, Politecnico di Milano, Milan, Italy)"],"affiliations":[{"raw_affiliation_string":"Department of Management, Economics and Production, Politecnico di Milano, Milan, Italy","institution_ids":["https://openalex.org/I93860229"]},{"raw_affiliation_string":"(Department of Management, Economics and Production, Politecnico di Milano, Milan, Italy)","institution_ids":["https://openalex.org/I93860229"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5070547661","display_name":"Filippo Renga","orcid":null},"institutions":[{"id":"https://openalex.org/I93860229","display_name":"Politecnico di Milano","ror":"https://ror.org/01nffqt88","country_code":"IT","type":"education","lineage":["https://openalex.org/I93860229"]}],"countries":["IT"],"is_corresponding":false,"raw_author_name":"Filippo Maria Renga","raw_affiliation_strings":["Department of Management, Economics and Production, Politecnico di Milano, Milan, Italy","(Department of Management, Economics and Production, Politecnico di Milano, Milan, Italy)"],"affiliations":[{"raw_affiliation_string":"Department of Management, Economics and Production, Politecnico di Milano, Milan, Italy","institution_ids":["https://openalex.org/I93860229"]},{"raw_affiliation_string":"(Department of Management, Economics and Production, Politecnico di Milano, Milan, Italy)","institution_ids":["https://openalex.org/I93860229"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5010180260","display_name":"Andrea Rangone","orcid":null},"institutions":[{"id":"https://openalex.org/I93860229","display_name":"Politecnico di Milano","ror":"https://ror.org/01nffqt88","country_code":"IT","type":"education","lineage":["https://openalex.org/I93860229"]}],"countries":["IT"],"is_corresponding":false,"raw_author_name":"Andrea Rangone","raw_affiliation_strings":["Department of Management, Economics and Production, Politecnico di Milano, Milan, Italy","(Department of Management, Economics and Production, Politecnico di Milano, Milan, Italy)"],"affiliations":[{"raw_affiliation_string":"Department of Management, Economics and Production, Politecnico di Milano, Milan, Italy","institution_ids":["https://openalex.org/I93860229"]},{"raw_affiliation_string":"(Department of Management, Economics and Production, Politecnico di Milano, Milan, Italy)","institution_ids":["https://openalex.org/I93860229"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5065603637"],"corresponding_institution_ids":["https://openalex.org/I93860229"],"apc_list":null,"apc_paid":null,"fwci":4.1231,"has_fulltext":false,"cited_by_count":43,"citation_normalized_percentile":{"value":0.93772928,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":99},"biblio":{"volume":"13","issue":"6","first_page":"755","last_page":"770"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9995999932289124,"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":0.9995999932289124,"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/T11536","display_name":"Consumer Retail Behavior Studies","score":0.987500011920929,"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":0.9750999808311462,"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/originality","display_name":"Originality","score":0.6145361065864563},{"id":"https://openalex.org/keywords/typology","display_name":"Typology","score":0.5702562928199768},{"id":"https://openalex.org/keywords/revenue","display_name":"Revenue","score":0.5487422347068787},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.5465282797813416},{"id":"https://openalex.org/keywords/exploratory-research","display_name":"Exploratory research","score":0.542750358581543},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.49518290162086487},{"id":"https://openalex.org/keywords/order","display_name":"Order (exchange)","score":0.4793570637702942},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4714035987854004},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.4519415497779846},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.37045782804489136},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.2666343152523041},{"id":"https://openalex.org/keywords/qualitative-research","display_name":"Qualitative research","score":0.2549114227294922}],"concepts":[{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.6145361065864563},{"id":"https://openalex.org/C75795011","wikidata":"https://www.wikidata.org/wiki/Q917904","display_name":"Typology","level":2,"score":0.5702562928199768},{"id":"https://openalex.org/C195487862","wikidata":"https://www.wikidata.org/wiki/Q850210","display_name":"Revenue","level":2,"score":0.5487422347068787},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5465282797813416},{"id":"https://openalex.org/C85973986","wikidata":"https://www.wikidata.org/wiki/Q1091731","display_name":"Exploratory research","level":2,"score":0.542750358581543},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.49518290162086487},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.4793570637702942},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4714035987854004},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.4519415497779846},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.37045782804489136},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.2666343152523041},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.2549114227294922},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.0},{"id":"https://openalex.org/C95457728","wikidata":"https://www.wikidata.org/wiki/Q309","display_name":"History","level":0,"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/C19165224","wikidata":"https://www.wikidata.org/wiki/Q23404","display_name":"Anthropology","level":1,"score":0.0},{"id":"https://openalex.org/C121955636","wikidata":"https://www.wikidata.org/wiki/Q4116214","display_name":"Accounting","level":1,"score":0.0},{"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/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/14637150710834532","is_oa":false,"landing_page_url":"https://doi.org/10.1108/14637150710834532","pdf_url":null,"source":{"id":"https://openalex.org/S2508752","display_name":"Business Process Management Journal","issn_l":"1463-7154","issn":["1463-7154","1758-4116"],"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":"Business Process Management Journal","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":29,"referenced_works":["https://openalex.org/W80566707","https://openalex.org/W186611331","https://openalex.org/W357311417","https://openalex.org/W1488544227","https://openalex.org/W1512841346","https://openalex.org/W1531079958","https://openalex.org/W1562267510","https://openalex.org/W1573734476","https://openalex.org/W1763418923","https://openalex.org/W1968171365","https://openalex.org/W1970847700","https://openalex.org/W2000596557","https://openalex.org/W2002875385","https://openalex.org/W2020584686","https://openalex.org/W2027781430","https://openalex.org/W2028233112","https://openalex.org/W2031025984","https://openalex.org/W2033826632","https://openalex.org/W2051866089","https://openalex.org/W2064598480","https://openalex.org/W2093015399","https://openalex.org/W2118257338","https://openalex.org/W2125449930","https://openalex.org/W2136207752","https://openalex.org/W2149422316","https://openalex.org/W2164739924","https://openalex.org/W2729094140","https://openalex.org/W2898922309","https://openalex.org/W3123507258"],"related_works":["https://openalex.org/W2041415459","https://openalex.org/W2593155302","https://openalex.org/W2072812638","https://openalex.org/W3126095231","https://openalex.org/W2241143171","https://openalex.org/W2352855287","https://openalex.org/W3212604275","https://openalex.org/W4200071106","https://openalex.org/W2378906650","https://openalex.org/W2384288445"],"abstract_inverted_index":{"Purpose":[0],"The":[1,40,103,128,194,211,227],"paper's":[2],"aims":[3],"are":[4,154],"to":[5,21,23,50,66,147,161,222],"estimate":[6],"the":[7,10,32,60,68,74,78,88,108,116,166,177,181,203,247],"size":[8],"of":[9,34,45,54,62,70,87,110,118,183,187,205,208,233],"Italian":[11,133,167],"market":[12,168],"for":[13,236],"mobile":[14,248],"customer":[15,111],"relationship":[16,224],"management":[17],"(mCRM)":[18],"services":[19,95,134,235],"and":[20,59,121,138,151,160,169,190],"try":[22],"evaluate":[24],"some":[25,63],"benefits":[26,105],"that":[27,197,217,239],"can":[28],"be":[29,145],"obtained":[30],"through":[31],"use":[33,204],"mCRM":[35,46,55,94,188],"applications":[36,47,56,72,189],"by":[37,77,98,246],"companies.":[38,89],"Design/methodology/approach":[39],"research":[41,130,143,175,213],"involved":[42,83],"a":[43,52,163,184,219,230],"census":[44],"in":[48,101,115,124,157],"order":[49],"construct":[51],"typology":[53,232],"being":[57],"used":[58,97],"analysis":[61],"case":[64],"studies":[65],"assess":[67],"impact":[69],"such":[71],"on":[73,136,140],"perspective":[75],"adopted":[76],"company.":[79],"This":[80,174],"second":[81],"phase":[82],"interviews":[84],"with":[85,225],"managers":[86],"Findings":[90],"In":[91],"2005,":[92],"1,077":[93],"were":[96,107],"405":[99],"companies":[100,199,216,238],"Italy.":[102],"main":[104],"found":[106],"improvement":[109],"satisfaction,":[112],"an":[113,122],"increase":[114,123],"efficiency":[117],"internal":[119],"processes":[120],"revenue.":[125],"Research":[126],"limitations/implications":[127],"present":[129,212],"considers":[131],"only":[132],"based":[135],"data":[137],"not":[139,155,241],"voice.":[141],"Future":[142],"will":[144],"required":[146],"investigate":[148],"end\u2010user":[149],"needs":[150],"wants":[152],"(which":[153],"treated":[156],"this":[158],"paper)":[159],"make":[162],"comparison":[164],"between":[165],"other":[170,198],"markets.":[171],"Practical":[172],"implications":[173],"is":[176,196],"first":[178],"step":[179],"towards":[180],"generation":[182],"systematic":[185,231],"study":[186],"their":[191,223],"future":[192],"development.":[193],"hope":[195],"could":[200],"benefit":[201],"from":[202],"these":[206],"kinds":[207],"technologies.":[209],"Originality/value":[210],"focuses":[214],"upon":[215],"give":[218],"strategic":[220],"role":[221],"customers.":[226],"results":[228],"provide":[229],"current":[234],"those":[237],"do":[240],"know":[242],"about":[243],"opportunities":[244],"offered":[245],"channel.":[249]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":1},{"year":2021,"cited_by_count":2},{"year":2019,"cited_by_count":1},{"year":2017,"cited_by_count":1},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":6},{"year":2014,"cited_by_count":3},{"year":2013,"cited_by_count":5},{"year":2012,"cited_by_count":5}],"updated_date":"2026-02-28T09:26:25.869077","created_date":"2025-10-10T00:00:00"}