The Development Trajectory of Customer Relationship Management Literature

• Main Authors: Chih-Yang Kao, 高智洋
• Other Authors: Yu-Yang Lu
• Format: Others
• Language: zh-TW
• Published: 2016
• Online Access: http://ndltd.ncl.edu.tw/handle/63028954717595715725

碩士 === 元智大學 === 經營管理碩士班(企業管理與服務科學學程) === 104 === This study collects the literature of customer relationship management from Web of Science (WOS) database and adopts the main path analysis to explore the development trajectory of customer relationship management. We use the Global Key-Route main path analysis and Edge-betweenness Clustering to conducting the analysis.. In the Global Key-Route main path analysis, we efficiently explore the development paths of customer relationship management. Edge-betweenness Clustering identifies the major research topics, including relationship marketing, the benefit of customer relationship management, customer model and multi-channel customer management. Also we use the g-index and h-index to summarize the top 20 influential journals and authors in customer relationship management area. The approach adopted in this atusy resolves the past limitation of only being able to review hundred some articles and the results help the researchers quickly identify the major research topics and the direction for future study. Moreover, the results help the managers in industries to perform customer relationship management in their companies.