{"id":"https://openalex.org/W2092031181","doi":"https://doi.org/10.1108/14637150710834541","title":"Mobile customer relationship management: underlying issues and challenges","display_name":"Mobile customer relationship management: underlying issues and challenges","publication_year":2007,"publication_date":"2007-11-13","ids":{"openalex":"https://openalex.org/W2092031181","doi":"https://doi.org/10.1108/14637150710834541","mag":"2092031181"},"language":"en","primary_location":{"id":"doi:10.1108/14637150710834541","is_oa":false,"landing_page_url":"https://doi.org/10.1108/14637150710834541","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/A5073284784","display_name":"Jaakko Sinisalo","orcid":null},"institutions":[{"id":"https://openalex.org/I98381234","display_name":"University of Oulu","ror":"https://ror.org/03yj89h83","country_code":"FI","type":"education","lineage":["https://openalex.org/I98381234"]}],"countries":["FI"],"is_corresponding":true,"raw_author_name":"Jaakko Sinisalo","raw_affiliation_strings":["Department of Marketing, Faculty of Economics and Business Administration, University of Oulu, Oulu, Finland","Department of Marketing , Faculty of Economics and Business Administration, University of Oulu , Oulu, Finland"],"affiliations":[{"raw_affiliation_string":"Department of Marketing, Faculty of Economics and Business Administration, University of Oulu, Oulu, Finland","institution_ids":["https://openalex.org/I98381234"]},{"raw_affiliation_string":"Department of Marketing , Faculty of Economics and Business Administration, University of Oulu , Oulu, Finland","institution_ids":["https://openalex.org/I98381234"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5049194925","display_name":"Jari Salo","orcid":"https://orcid.org/0000-0002-4661-2307"},"institutions":[{"id":"https://openalex.org/I98381234","display_name":"University of Oulu","ror":"https://ror.org/03yj89h83","country_code":"FI","type":"education","lineage":["https://openalex.org/I98381234"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Jari Salo","raw_affiliation_strings":["Department of Marketing, Faculty of Economics and Business Administration, University of Oulu, Oulu, Finland","Department of Marketing , Faculty of Economics and Business Administration, University of Oulu , Oulu, Finland"],"affiliations":[{"raw_affiliation_string":"Department of Marketing, Faculty of Economics and Business Administration, University of Oulu, Oulu, Finland","institution_ids":["https://openalex.org/I98381234"]},{"raw_affiliation_string":"Department of Marketing , Faculty of Economics and Business Administration, University of Oulu , Oulu, Finland","institution_ids":["https://openalex.org/I98381234"]}]},{"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/I98381234","display_name":"University of Oulu","ror":"https://ror.org/03yj89h83","country_code":"FI","type":"education","lineage":["https://openalex.org/I98381234"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Heikki Karjaluoto","raw_affiliation_strings":["Department of Marketing, Faculty of Economics and Business Administration, University of Oulu, Oulu, Finland","Department of Marketing , Faculty of Economics and Business Administration, University of Oulu , Oulu, Finland"],"affiliations":[{"raw_affiliation_string":"Department of Marketing, Faculty of Economics and Business Administration, University of Oulu, Oulu, Finland","institution_ids":["https://openalex.org/I98381234"]},{"raw_affiliation_string":"Department of Marketing , Faculty of Economics and Business Administration, University of Oulu , Oulu, Finland","institution_ids":["https://openalex.org/I98381234"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5026463783","display_name":"Matti Lepp\u00e4niemi","orcid":"https://orcid.org/0000-0003-3905-3751"},"institutions":[{"id":"https://openalex.org/I98381234","display_name":"University of Oulu","ror":"https://ror.org/03yj89h83","country_code":"FI","type":"education","lineage":["https://openalex.org/I98381234"]}],"countries":["FI"],"is_corresponding":false,"raw_author_name":"Matti Lepp\u00e4niemi","raw_affiliation_strings":["Department of Marketing, Faculty of Economics and Business Administration, University of Oulu, Oulu, Finland","Department of Marketing , Faculty of Economics and Business Administration, University of Oulu , Oulu, Finland"],"affiliations":[{"raw_affiliation_string":"Department of Marketing, Faculty of Economics and Business Administration, University of Oulu, Oulu, Finland","institution_ids":["https://openalex.org/I98381234"]},{"raw_affiliation_string":"Department of Marketing , Faculty of Economics and Business Administration, University of Oulu , Oulu, Finland","institution_ids":["https://openalex.org/I98381234"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5073284784"],"corresponding_institution_ids":["https://openalex.org/I98381234"],"apc_list":null,"apc_paid":null,"fwci":10.4004,"has_fulltext":false,"cited_by_count":85,"citation_normalized_percentile":{"value":0.9788633,"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":"771","last_page":"787"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9994999766349792,"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":0.9994999766349792,"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/T13355","display_name":"Marketing and Advertising Strategies","score":0.9984999895095825,"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":0.991599977016449,"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/conceptualization","display_name":"Conceptualization","score":0.6758753061294556},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.6276006698608398},{"id":"https://openalex.org/keywords/originality","display_name":"Originality","score":0.5032870173454285},{"id":"https://openalex.org/keywords/scrutiny","display_name":"Scrutiny","score":0.4684826135635376},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4680008292198181},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.45001450181007385},{"id":"https://openalex.org/keywords/order","display_name":"Order (exchange)","score":0.44750604033470154},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.3838517367839813},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.258324533700943},{"id":"https://openalex.org/keywords/qualitative-research","display_name":"Qualitative research","score":0.1830258071422577},{"id":"https://openalex.org/keywords/sociology","display_name":"Sociology","score":0.14916354417800903},{"id":"https://openalex.org/keywords/artificial-intelligence","display_name":"Artificial intelligence","score":0.10085943341255188}],"concepts":[{"id":"https://openalex.org/C90734943","wikidata":"https://www.wikidata.org/wiki/Q17008777","display_name":"Conceptualization","level":2,"score":0.6758753061294556},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.6276006698608398},{"id":"https://openalex.org/C2776950860","wikidata":"https://www.wikidata.org/wiki/Q2914681","display_name":"Originality","level":3,"score":0.5032870173454285},{"id":"https://openalex.org/C2776050585","wikidata":"https://www.wikidata.org/wiki/Q7439360","display_name":"Scrutiny","level":2,"score":0.4684826135635376},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4680008292198181},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.45001450181007385},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.44750604033470154},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3838517367839813},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.258324533700943},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.1830258071422577},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.14916354417800903},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.10085943341255188},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","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/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"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/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1108/14637150710834541","is_oa":false,"landing_page_url":"https://doi.org/10.1108/14637150710834541","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":59,"referenced_works":["https://openalex.org/W383695316","https://openalex.org/W596775069","https://openalex.org/W1481230954","https://openalex.org/W1511029770","https://openalex.org/W1537604812","https://openalex.org/W1558373857","https://openalex.org/W1568287736","https://openalex.org/W1672940449","https://openalex.org/W1937155619","https://openalex.org/W1969637771","https://openalex.org/W1990716022","https://openalex.org/W1997729730","https://openalex.org/W2006131016","https://openalex.org/W2012654762","https://openalex.org/W2033826632","https://openalex.org/W2039622030","https://openalex.org/W2045041473","https://openalex.org/W2047135118","https://openalex.org/W2049512073","https://openalex.org/W2051866089","https://openalex.org/W2056330418","https://openalex.org/W2056632693","https://openalex.org/W2058599614","https://openalex.org/W2058785571","https://openalex.org/W2064463061","https://openalex.org/W2076308332","https://openalex.org/W2099582074","https://openalex.org/W2101069295","https://openalex.org/W2104719746","https://openalex.org/W2108781549","https://openalex.org/W2110085637","https://openalex.org/W2110538486","https://openalex.org/W2110638361","https://openalex.org/W2114715941","https://openalex.org/W2122912192","https://openalex.org/W2123473732","https://openalex.org/W2134949454","https://openalex.org/W2137650964","https://openalex.org/W2140987793","https://openalex.org/W2141951329","https://openalex.org/W2160393657","https://openalex.org/W2164739924","https://openalex.org/W2166657992","https://openalex.org/W2219705828","https://openalex.org/W2243978914","https://openalex.org/W2339072394","https://openalex.org/W2492451935","https://openalex.org/W2582377764","https://openalex.org/W2768260999","https://openalex.org/W2992445643","https://openalex.org/W3123457883","https://openalex.org/W3214833809","https://openalex.org/W4205196463","https://openalex.org/W4237166940","https://openalex.org/W4246670808","https://openalex.org/W4250242361","https://openalex.org/W4256123490","https://openalex.org/W4298203125","https://openalex.org/W6771329170"],"related_works":["https://openalex.org/W2041415459","https://openalex.org/W2593155302","https://openalex.org/W4362575170","https://openalex.org/W2072812638","https://openalex.org/W3126095231","https://openalex.org/W2352855287","https://openalex.org/W1532772865","https://openalex.org/W2531253623","https://openalex.org/W2984230149","https://openalex.org/W4200071106"],"abstract_inverted_index":{"Purpose":[0],"The":[1,112],"purpose":[2],"of":[3,27,41,48,60,70,80,87,91],"this":[4,22,142],"study":[5,62,146],"is":[6,54,109,143],"twofold.":[7],"First,":[8],"in":[9,45,63,154],"order":[10,64],"to":[11,65,75,131,163,186],"guarantee":[12],"a":[13,25,67,144,181],"coherent":[14],"discussion":[15],"about":[16],"mobile":[17,188],"customer":[18],"relationship":[19],"management":[20],"(mCRM),":[21],"paper":[23,192],"presents":[24],"conceptualization":[26],"mCRM":[28],"delineating":[29],"its":[30],"unique":[31],"characteristics.":[32],"Second,":[33],"the":[34,37,42,46,57,61,71,81,88,92,95,101,106,128,147,166,171,196],"authors":[35],"develop":[36],"empirically":[38],"grounded":[39],"framework":[40,108,114,168],"underlying":[43],"issues":[44,102,116,173],"initiation":[47],"mCRM.":[49,138,201],"Design/methodology/approach":[50],"A":[51],"single\u2010case\u2010study":[52],"method":[53],"used":[55,153],"for":[56],"empirical":[58],"component":[59],"gain":[66],"holistic":[68],"view":[69],"case":[72],"and":[73,77,105,126,152,178],"access":[74],"latent":[76],"confidential":[78],"information":[79],"company":[82,93,129],"under":[83],"scrutiny.":[84],"Semi\u2010structured":[85],"interviews":[86],"key":[89],"informants":[90],"form":[94],"main":[96],"data":[97],"source":[98],"through":[99],"which":[100,185],"are":[103],"identified":[104],"proposed":[107,113],"built.":[110],"Findings":[111],"identifies":[115],"that":[117,174],"can":[118],"be":[119,150,176],"divided":[120],"into":[121,133],"three":[122],"categories":[123],"(exogenous,":[124],"endogenous":[125],"mCRM\u2010specific)":[127],"has":[130],"take":[132],"account":[134],"when":[135],"moving":[136],"towards":[137],"Research":[139],"limitations/implications":[140],"Since,":[141],"single\u2010case":[145],"findings":[148],"cannot":[149],"generalized":[151],"other":[155],"contexts":[156],"without":[157],"reservation.":[158],"Practical":[159],"implications":[160],"When":[161],"planning":[162],"initiate":[164],"mCRM,":[165],"illustrated":[167],"includes":[169],"all":[170],"vital":[172],"should":[175],"considered":[177],"serves":[179],"as":[180,200],"preliminary":[182],"guideline":[183],"from":[184],"approach":[187],"CRM.":[189],"Originality/value":[190],"This":[191],"shed":[193],"light":[194],"on":[195],"emerging":[197],"phenomenon":[198],"known":[199]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":3},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":3},{"year":2017,"cited_by_count":4},{"year":2016,"cited_by_count":5},{"year":2015,"cited_by_count":8},{"year":2014,"cited_by_count":8},{"year":2013,"cited_by_count":11},{"year":2012,"cited_by_count":10}],"updated_date":"2026-03-17T17:19:04.345684","created_date":"2025-10-10T00:00:00"}