Adamson, I., Chan, K.-M., & Handford, D. (2003). Relationship marketing: Customer commitment and trust as a strategy for the smaller Hong Kong corporate banking. International Journal of Bank Marketing, 21(6/7), 347–358.
Adiwijaya, K., Wahyuni, S., & Mussry, J. S. (2017). Marketing ambidexterity and marketing performance: Synthesis, a conceptual framework, and research propositions. In Enhancing Business Stability Through Collaboration 431–442. CRC Press.
Afèche, P., Araghi, M., & Baron, O. (2017). Customer acquisition, retention, and service access quality: Optimal advertising, capacity level, and capacity allocation. Manufacturing & Service Operations Management, 19(4), 674–691.
[+]
Adamson, I., Chan, K.-M., & Handford, D. (2003). Relationship marketing: Customer commitment and trust as a strategy for the smaller Hong Kong corporate banking. International Journal of Bank Marketing, 21(6/7), 347–358.
Adiwijaya, K., Wahyuni, S., & Mussry, J. S. (2017). Marketing ambidexterity and marketing performance: Synthesis, a conceptual framework, and research propositions. In Enhancing Business Stability Through Collaboration 431–442. CRC Press.
Afèche, P., Araghi, M., & Baron, O. (2017). Customer acquisition, retention, and service access quality: Optimal advertising, capacity level, and capacity allocation. Manufacturing & Service Operations Management, 19(4), 674–691.
Aggarval, C. C., & Yu, P. S. (2002). Finding localized associations in market basket data. IEEE Transactions on Knowledge and Data Engineering, 14, 51–62.
Alfaro Faus, M. (2004). Temas clave en marketing relacional. McGraw Hill.
Alhakimi, W., & Ghaleb, A. (2019). The impact of CRM components system on customer retention in the telecom industry: A case of Y-Telecom in Yemen. Middle East Journal of Management, 6(4), 378–409.
Aliyu, O. A., & Nyadzayo, M. W. (2018). Reducing employee turnover intention: A customer relationship management perspective. Journal of Strategic Marketing, 26(3), 241–257.
Alizadeh Zoeram, A., & Karimi Mazidi, A. R. (2018). New Approach for Customer Clustering by Integrating the LRFM Model and Fuzzy Inference System. Iranian Journal of Management Studies, 11(2), 351–378.
Al-Omoush, K. S., Simón-Moya, V., Atwah Al-ma’aitah, M., & Sendra-García, J. (2021). The determinants of social CRM entrepreneurship: An institutional perspective. Journal of Business Research, 132, 21–31.
Alnawas, I., & Hemsley-Brown, J. (2019). Market orientation and hotel performance: Investigating the role of high-order marketing capabilities. International Journal of Contemporary Hospitality Management, 31(4), 1885–1905.
Al-Zadjali, M., & Al-Busaidi, K. A. (2018). Empowering CRM Through Business Intelligence Applications: A Study in the Telecommunications Sector. International Journal of Knowledge Management (IJKM), 14(4), 68–87.
Ascarza, E., Ebbes, P., Netzer, O., & Danielson, M. (2017). Beyond the target customer: Social effects of customer relationship management campaigns. Journal of Marketing Research, 54(3), 347–363.
Ashraf, M., Humayon, A. A., Ahmad, J., & Abbas, M. (2017). Three condensed importance of interfunctional communication for the acceptance of CRM system. Cogent Business & Management, 4(1), 1402474.
Ayyagari, M. R. (2021). A framework for analytical CRM assessments challenges and recommendations. International Journal of Information, Business and Management, 13(2), 108–121.
Barac, D., Ratkovic-Živanovic, V., Labus, M., Milinovic, S., & Labus, A. (2017). Fostering partner relationship management in B2B ecosystems of electronic media. Journal of Business & Industrial Marketing, 32(8), 1203–1216.
Ben Rhouma, T., & Zaccour, G. (2017). Optimal marketing strategies for the acquisition and retention of service subscribers. Management Science, 64(6), 2609–2627.
Bennett, P. D. (1995). AMA dictionary of marketing terms. NTC Publishing Group.
Bennett, R., & Barkensjo, A. (2005). Relationship quality, relationship marketing, and client perceptions of the levels of service quality of charitable organizations. International Journal of Service Industry Management, 16(1), 81–106.
Bojanowska, A. (2017). Improving the competitiveness of enterprises through effective customer relationship management. Ekonomia i Prawo. Economics and Law, 16(4), 359–370.
Breugelmans, E., Bijmolt, T. H., Zhang, J., Basso, L. J., Dorotic, M., Kopalle, P., & Wünderlich, N. V. (2015). Advancing research on loyalty programs: A future research agenda. Marketing Letters, 26(2), 127–139.
Brockman, B. K., Park, J. E., & Morgan, R. M. (2017). The Role of Buyer Trust in outsourced CRM: Its influence on organizational learning and performance. Journal of Business-to-Business Marketing, 24(3), 201–219.
Bucic, T., Ngo, L. V., & Sinha, A. (2017). Improving the effectiveness of market-oriented organisation: Empirical evidence from an emerging economy. Australian Journal of Management, 42(2), 308–327.
Budiman, A., Bačík, R., Fedorko, R., Ivanková, V., Turáková, A., & Kovaľová, E. (2019). Healthcare facilities website and their impact on customer satisfaction from the perspective of customer relationship management (CRM). Polish Journal of Management Studies, 19.
Buttle, F. (2004). Customer Relationship Management. Concepts and Tools. Elsevier Butterworth-Heinemann.
Callahan, J. L. (2010). Constructing a manuscript: Distinguishing integrative literature reviews and conceptual and theory articles. Human Resource Development Review, 9(3), 300–304.
Canabal, A., & White, G. O., III. (2008). Entry mode research: Past and future. International Business Review, 17(3), 267–284. https://www.sciencedirect.com/science/article/pii/S0969593108000036
Canhoto, A. I., Meadows, M., Ball, K., Daniel, E., Dibb, S., & Spiller, K. (2017). The role of customer management capabilities in public–private partnerships. Journal of Strategic Marketing, 25(5–6), 384–404.
Chang, C. W., & Zhang, J. Z. (2016). The effects of channel experiences and direct marketing on customer retention in multichannel settings. Journal of Interactive Marketing, 36, 77–90.
Charoensukmongkol, P., & Sasatanun, P. (2017). Social media use for CRM and business performance satisfaction: The moderating roles of social skills and social media sales intensity. Asia Pacific Management Review, 22(1), 25–34.
Chen, J. H., & Wu, S. I. (2016). The impact of customer relationship management and internal marketing on business performance: A comparison of lodging industries. Total Quality Management & Business Excellence, 27(1–2), 17–33.
Chen, C., Geng, L., & Zhou, S. (2020). Design and implementation of bank CRM system based on decision tree algorithm. Neural Computing and Applications, 1–11.
Cheng, L. C., Wu, C. C., & Chen, C. Y. (2019). Behavior Analysis of Customer Churn for a Customer Relationship System: An Empirical Case Study. Journal of Global Information Management (JGIM), 27(1), 111–127.
Chierici, R., Mazzucchelli, A., Garcia-Perez, A., & Vrontis, D. (2018). Transforming big data into knowledge: the role of knowledge management practice. Management Decision.
Chung, Y. C., & Chen, S. J. (2016). Study on customer relationship management activities in Taiwan tourism factories. Total Quality Management & Business Excellence, 27(5–6), 581–594.
Coda, R. C., & De Castro, G. H. C. (2019). Business-to-business marketing: Brazilian scientific production from 2008 to 2018. Revista De Administração De Empresas, 59(4), 258–270.
Cricelli, L., Famulari, F. M., Greco, M., & Grimaldi, M. (2020). Searching for the one: Customer relationship management software selection. Journal of Multi‐Criteria Decision Analysis.
Cruz, A., & Vasconcelos, A. (2015). A Reference Application Architecture for the CRM Domain: The Portuguese Citizen Space Case Study. International Journal of Enterprise Information Systems (IJEIS), 11(2), 24–49.
Cu, T., Schneider, H., & Scotter, J. V. (2019). How Does Sentiment Content of Product Reviews Make Diffusion Different? Journal of Computer Information Systems, 59(2), 127–135.
Das, K. (2009). Relationship marketing research (1994–2006) An academic literature review and classification. Marketing Intelligence & Planning, 27(3), 326–363.
de Guzmán Miranda, J. C. N. (2014). Estrategia de marketing relacional para lograr la fidelización de los clientes. Apuntes Universitarios. Revista De Investigación, 4(2), 25–42.
Denizci Guillet, B., & Shi, X. (2019). Can revenue management be integrated with customer relationship management? International Journal of Contemporary Hospitality Management, 31(2), 978–997.
Dewnarain, S., Ramkissoon, H., & Mavondo, F. (2019). Social customer relationship management: An integrated conceptual framework. Journal of Hospitality Marketing & Management, 28(2), 172–188.
Di Benedetto, C. A. (2017). Corporate social responsibility as an emerging business model in fashion marketing. Journal of Global Fashion Marketing, 8(4), 251–265.
Díez de Castro, E., Galán González, J. L., & Martín Armario, E. (2002). Introducción a la economía de la empresa. I. Madrid: Pirámide.
Diffley, S., McCole, P., & Carvajal-Trujillo, E. (2018). Examining social customer relationship management among Irish hotels. International Journal of Contemporary Hospitality Management, 30(2), 1072–1091.
Drew, J. H., Mani, D. R., Betz, A. L., & Datta, P. (2001). Targeting customers with statistical and data-mining techniques. Journal of Service Research, 3, 205–220.
Duggal, E., & Verma, H. V. (2017). Relationship Quality: What It Means in Indian Retail Context? International Journal of Asian Business and Information Management (IJABIM), 8(3), 14–35.
Dukić, B., & Gale, V. (2015). Customer relationship management aimed at retaining customers. Ekonomski Vjesnik, 38(2), 583.
El-Gohary, H., Edwards, D. J., & Huang, J. (2013). Customer relationship management (CRM) practices by small businesses in developing economies: A case study of Egypt. International Journal of Customer Relationship Marketing and Management (IJCRMM), 4(2), 1–20.
Fidel, P., Schlesinger, W., & Cervera, A. (2015). Collaborating to innovate: Effects on customer knowledge management and performance. Journal of Business Research, 68(7), 1426–1428.
Filip, A., Vrânceanu, D. M., Georgescu, B., & Marinescu, D. E. (2016). Relationship marketing stage of development in Romanian banking industry. Amfiteatru Economic Journal, 18(41), 199–214.
Foltean, F. S., Trif, S. M., & Tuleu, D. L. (2019). Customer relationship management capabilities and social media technology use: Consequences on firm performance. Journal of Business Research, 104, 563–575.
Frederick, H., O'Connor, A., & Kuratko, D. F. (2018). Entrepreneurship. Cengage AU.
Fu, H. P., & Chang, T. S. (2016). An analysis of the factors affecting the adoption of cloud consumer relationship management in the machinery industry in Taiwan. Information Development, 32(5), 1741–1756.
Galvão, M. B., de Carvalho, R. C., Oliveira, L. A. B. D., & Medeiros, D. D. D. (2018). Customer loyalty approach based on CRM for SMEs. Journal of Business & Industrial Marketing, 33(5), 706–716.
García Moreno, S. M., Rico García, M. de G., Nájera Sánchez, J. J., & Universidad Rey Juan Carlos. (2001). Organización y administración de empresas : una visión práctica. Madrid: ESIC : Universidad Rey Juan Carlos.
Garrido-Moreno, A., Lockett, N., & Garcia-Morales, V. (2015). Exploring the role of knowledge management practices in fostering customer relationship management as a catalyst of marketing innovation. Baltic Journal of Management, 10(4), 393–412.
Gil-Gomez, H., Guerola-Navarro, V., Oltra-Badenes, R., & Lozano-Quilis, J. A. (2020). Customer relationship management: Digital transformation and sustainable business model innovation. Economic Research-Ekonomska Istraživanja, 33(1), 2733–2750. https://doi.org/10.1080/1331677X.2019.1676283
Gil-Gomez, H., Oltra-Badenes, R., Guerola-Navarro, V., & Zegarra Saldaña, P. (2021). Crowdfunding: A bibliometric analysis. International Entrepreneurship and Management Journal. https://doi.org/10.1007/s11365-021-00784-0
Gilal, et al. (2018). The role of self-determination theory in marketing science: An integrative review and agenda for research. European Management Journal. https://doi.org/10.1016/j.emj.2018.10.004
Gu, W., Foster, K., & Shang, J. (2016). Enhancing market service and enterprise operations through a large-scale GIS-based distribution system. Expert Systems with Applications, 55, 157–171.
Guerola-Navarro, V., Oltra-Badenes, R., Gil-Gómez, H. & Stratu-Strelet, D. (2019). Eid@ cloud: Integración de la identificación electrónica en plataformas europeas en la nube de acuerdo con el reglamento eidas. 3c Empresa: investigación y pensamiento crítico, 8(3), 64–87. https://doi.org/10.17993/3cemp.2019.080339.64-8
Guerola-Navarro, V., Oltra-Badenes, R. y Gil-Gomez, H. (2020a). Análisis de la relación entre el grado de introducción de CRM y los beneficios de la empresa a través del desempeño organizacional y la innovación empresarial. 3c Empresa: investigación y pensamiento crítico, 9(1), 67–87. https://doi.org/10.17993/3cemp.2020a.090141.67-87
Guerola-Navarro, V., Oltra-Badenes, R., Gil-Gomez, H., & Gil-Gomez, J. A. (2020b). Customer relationship management (CRM): A bibliometric analysis. International Journal of Services Operations and Informatics, 10(3), 242–268. https://doi.org/10.1504/IJSOI.2020.108988
Guerola-Navarro, V., Oltra-Badenes, R., Gil-Gomez, H., & Gil-Gomez, J. A. (2020c). Research model for measuring the impact of Customer Relationship Management (CRM) on performance indicators. Economic Research-Ekonomska Istraživanja, 34(1), 2669–2691. https://doi.org/10.1080/1331677X.2020.1836992
Guerola-Navarro, V., Gil-Gomez, H., Oltra-Badenes, R., & Sendra-García, J. (2021a). Customer relationship management and its impact on Innovation: A literature review. Journal of Business Research, 129, 83–87. https://doi.org/10.1016/j.jbusres.2021.02.050
Guerola-Navarro, V., Oltra-Badenes, R., Gil-Gomez, H., & Iturricha Fernández, A. (2021b). Customer relationship management (CRM) and Innovation: A qualitative comparative analysis (QCA) in the search for improvements on the firm performance in winery sector. Technological Forecasting & Social Change, 169, 1–13. https://doi.org/10.1016/j.techfore.2021.120838
Gupta, G., & Aggarwal, H. (2016). Analysing customer responses to migrate strategies in making retailing and CRM effective. International Journal of Indian Culture and Business Management, 12(1), 92–127.
Haenlein, M. (2017). How to date your clients in the 21st century: Challenges in managing customer relationships in today’s world. Business Horizons, 60(5), 577–586.
Hamidi, H., & Safareeyeh, M. (2019). A model to analyze the effect of mobile banking adoption on customer interaction and satisfaction: A case study of m-banking in Iran. Telematics and Informatics, 38, 166–181.
Harker, M. J. (1999). Relationship marketing defined? An examination of current relationship marketing definitions. Marketing Intelligence & Planning, 17(1), 13–20.
He, Z., Xu, X., Huang, J. Z., & Deng, S. (2004). Mining class outliers: Concepts, algorithms and applications in CRM. Expert Systems with Applications, 27, 681–697.
Hernández Sampieri, R., Fernández Collado, C., & Baptista Lucio, P. (1996). Metodología de la Investigación. XXVI Mc. Graw Hill.
Hills, G. E., Hultman, C. M., & Miles, M. P. (2008). The evolution and development of entrepreneurial marketing. Journal of Small Business Management, 46(1), 99–112.
Hitka, M., Pajtinkova-Bartakova, G., Lorincova, S., Palus, H., Pinak, A., Lipoldova, M., & Klaric, K. (2019). SUSTAINABILITY IN MARKETING THROUGH CUSTOMER RELATIONSHIP MANAGEMENT IN A TELECOMMUNICATION COMPANY. Marketing, 4, 195.
Hu, M. M., Yang, S., & Xu, D. Y. (2019). Understanding the Social Learning Effect in Contagious Switching Behavior. Management Science, 65(10), 4771–4794.
Hu, R., Lin, M., & Shieh, C. J. (2018). Performance evaluation of basic-level farmers’ associations introducing customer relationship management. CUSTOS E AGRONEGOCIO ON LINE, 14(2), 411–421.
Huang, D. Y., & Lin, C. Y. (2005). Customer-oriented financial service personalization. Industrial Management and Data Systems, 105(1), 26–44.
Hult, G. T., & Ketchen, D. J. (2001). Does market orientation matter? a test of the relationship between positional advantage and performance. Strategic Management Journal, 22(9), 899–906.
Hutchinson, K., Donnell, L. V., Gilmore, A., & Reid, A. (2015). Loyalty card adoption in SME retailers: The impact upon marketing management. European Journal of Marketing, 49(3/4), 467–490.
Ivan, C., & Popa, R. (2015). A cloud based mobile dispatching system with built-in social CRM component: Design and implementation. Computers, 4(3), 176–214.
Jaber, F., & Simkin, L. (2017). Unpicking antecedents of CRM adoption: A two-stage model. Journal of Strategic Marketing, 25(5–6), 475–494.
Jones, R., & Rowley, J. (2011). Entrepreneurial marketing in small businesses: A conceptual exploration. International Small Business Journal, 29(1), 25–36.
Junaid, M., Hou, F., Hussain, K., & Kirmani, A. A. (2019). Brand love: The emotional bridge between experience and engagement, generation-M perspective. Journal of Product & Brand Management, 28(2), 200–215.
Kahiya, E. T. (2018). Five decades of research on export barriers: Review and future directions. International Business Review. https://www.sciencedirect.com/science/article/pii/S0969593117303141
Kamboj, S., Yadav, M., Rahman, Z., & Goyal, P. (2016). Impact of social CRM capabilities on firm performance: Examining the mediating role of co-created customer experience. International Journal of Information Systems in the Service Sector (IJISSS), 8(4), 1–16.
Kang, J. Y. M., & Kim, J. (2017). Online customer relationship marketing tactics through social media and perceived customer retention orientation of the green retailer. Journal of Fashion Marketing and Management: An International Journal, 21(3), 298–316.
Kantorová, K., & Bachmann, P. (2018). Social customer relationship management and organizational characteristics. Information, 9(12), 306.
Kaptein, M. (2018). Customizing persuasive messages; the value of operative measures. Journal of Consumer Marketing, 35(2), 208–217.
Karimi, R., Somers, T. M., & Gupta, Y. P. (2001). Impact of information technology management practices on customer service. Journal of Management Information Systems, 17(4), 125–158.
Kashani, F. H., & Shahmirzaloo, Z. (2017). Developing marketing strategies using customer relationship management and data mining (case study: Perperook chain restaurants).
Kim, K. H., & Kumar, V. (2018). The Relative Influence of Economic and Relational Direct Marketing Communications on Buying Behavior in Business-to-Business Markets. Journal of Marketing Research, 55(1), 48–68.
Knoll, J., & Matthes, J. (2017). The effectiveness of celebrity endorsements: A meta-analysis. Journal of the Academy of Marketing Science, 45(1), 55–75.
Kracklauer, A. H., Mills, D. Q., & Seifert, D. (2004). Customer management as the origin of collaborative customer relationship management. Collaborative Customer Relationship Management - taking CRM to the next level, 3–6.
Kraus, S., Harms, R., & Fink, M. (2010). Entrepreneurial marketing: Moving beyond marketing in new ventures. International Journal of Entrepreneurship and Innovation Management, 11(1), 19–34.
Kumar, A, Paul, J & Unnithan, A (2019a). Masstige Marketing: A Review, Synthesis and Research Agenda. Journal of Business Research. https://doi.org/10.1016/j.jbusres.2019.09.030
Kumar, V., Rajan, B., Venkatesan, R., & Lecinski, J. (2019b). Understanding the role of artificial intelligence in personalized engagement marketing. California Management Review, 61(4), 135–155.
Lau, H., Nakandala, D., Samaranayake, P., & Shum, P. (2016a). A hybrid multi-criteria decision model for supporting customer-focused profitability analysis. Industrial Management & Data Systems, 116(6), 1105–1130.
Lau, H., Nakandala, D., Samaranayake, P., & Shum, P. K. (2016b). BPM for supporting customer relationship and profit decision. Business Process Management Journal, 22(1), 231–255.
Law, R., Fong, D. K. C., Chan, I. C. C., & Fong, L. H. N. (2018). Systematic review of hospitality CRM research. International Journal of Contemporary Hospitality Management, 30(3), 1686–1704.
Levin, E., Quach, T. N., & Thaichon, P. (2019). Enhancing client-agency relationship quality in the advertising industry–an application of project management. Journal of Business & Industrial Marketing, 34(2), 463–473.
Li, S., Ragu-Nathan, B., Ragu-Nathan, T. S., & Rao, S. S. (2006). The impact of supply chain management practices on competitive advantage and organizational performance. Omega, 34(2), 107–124.
Li, Y., Huang, J., & Song, T. (2019). Examining business value of customer relationship management systems: IT usage and two-stage model perspectives. Information & Management, 56(3), 392–402.
Lin, R. J., Chen, R. H., & Kuan-Shun Chiu, K. (2010). Customer relationship management and innovation capability: An empirical study. Industrial Management & Data Systems, 110(1), 111–133.
Liu, W., Wang, Z., & Zhao, H. (2020). Comparative study of customer relationship management research from East Asia, North America and Europe: A bibliometric overview. Electronic Markets, 30(4), 735–757.
Lu, Q. S., & Miller, R. (2019). How Social Media Communications Combine with Customer Loyalty Management to Boost Green Retail Sales. Journal of Interactive Marketing, 46, 87–100.
Marino, V., & Lo Presti, L. (2018). Engagement, satisfaction and customer behavior-based CRM performance: An empirical study of mobile instant messaging. Journal of Service Theory and Practice, 28(5), 682–707.
Marolt, M., Pucihar, A., & Zimmermann, H. D. (2015). Social CRM adoption and its impact on performance outcomes: A literature review. Organizacija, 48(4), 260–271.
Martin, D. M. (2009). The entrepreneurial marketing mix. Qualitative market research: an international journal.
Martínez-López, F. J., Merigó, J. M., Gázquez-Abad, J. C., & Ruiz-Real, J. L. (2020). Industrial marketing management: Bibliometric overview since its foundation. Industrial Marketing Management, 84, 19–38.
Matikainen, M., Terho, H., Matikainen, E., Parvinen, P., & Juppo, A. (2015). Effective implementation of relationship orientation in new product launches. Industrial Marketing Management, 45, 35–46.
Mau, S., Pletikosa, I., & Wagner, J. (2018). Forecasting the next likely purchase events of insurance customers: A case study on the value of data-rich multichannel environments. International Journal of Bank Marketing, 36(6), 1125–1144.
Mehrabi, H., Coviello, N., & Ranaweera, C. (2019). Ambidextrous marketing capabilities and performance: How and when entrepreneurial orientation makes a difference. Industrial Marketing Management, 77, 129–142.
Mehta, A., & Tajeddini, J. (2016a). Developing system approach for integrated customer relationship marketing in light of different prospective. Middle East Journal of Management, 3(2), 110–143.
Mehta, A., & Tajeddini, J. (2016b). Proposed integrated CRM magic quadrant and readiness matrix model for Indian SMEs. Middle East Journal of Management, 3(3), 179–206.
Menguzzato, M., & Renau, J. J. (1991). La dirección estratégica de la empresa: Un enfoque innovador del management. Ariel.
Merigó, J. M., Gil-Lafuente, A. M., & Yager, R. R. (2015). An overview of fuzzy research with bibliometric indicators. Applied Soft Computing, 27, 420–433.
Merigó, J. M., & Yang, J. B. (2017). Accounting research: A bibliometric analysis. Australian Accounting Review, 27(1), 71–100.
Miell, S., Gill, S., & Vazquez, D. (2018). Enabling the digital fashion consumer through fit and sizing technology. Journal of Global Fashion Marketing, 9(1), 9–23.
Miquel Peris, S., Mollá Descals, A., & Bigné Alcañiz, J. E. (1994). Introducción al marketing. McGraw-Hill/Interamericana de España.
Mohammadhossein, N., Ahmad, M. N., Zakaria, N. H., & Goudarzi, S. (2015). A study towards the relation of customer relationship management customer benefits and customer satisfaction. International Journal of Enterprise Information Systems (IJEIS), 10(1), 11–31.
Morgan, N. A., Feng, H., & Whitler, K. A. (2018). Marketing capabilities in international marketing. Journal of International Marketing, 26(1), 61–95.
Mosavi, A. B., & Afsar, A. (2018). Customer Value Analysis in Banks Using Data Mining and Fuzzy Analytic Hierarchy Processes. International Journal of Information Technology & Decision Making, 17(03), 819–840.
Mulet-Forteza, C., Genovart-Balaguer, J., Merigó, J. M., & Mauleon-Mendez, E. (2019). Bibliometric structure of IJCHM in its 30 years. International Journal of Contemporary Hospitality Management
Naudé, P., & Sutton-Brady, C. (2019). Relationships and networks as examined in Industrial Marketing Management. Industrial Marketing Management, 79, 27–35.
Nawaser, K., & Jahanshahi, A. A. (2018). The antecedents of firm innovativeness: Empirical evidence from small-sized firms. Middle East Journal of Management, 5(2), 105–120.
Nemati, Y., Mohaghar, A., Alavidoost, M. H., & Babazadeh, H. (2018). A CLV-Based Framework to Prioritize Promotion Marketing Strategies: A Case Study of Telecom Industry. Iranian Journal of Management Studies, 11(3), 437–462.
Ngai, E. W. (2005). Customer relationship management research (1992–2002) An academic literature review and classification. Marketing Intelligence & Planning, 23(6), 582–605.
Ngai, E. W., Xiu, L., & Chau, D. C. (2009). Application of data mining techniques in customer relationship management: A literature review and classification. Expert Systems with Applications, 36(2), 2592–2602.
Nielson, C. (1998). An empirical examination of the role of ‘closeness’ in industrial buyer-seller relationships. European Journal of Marketing, 32(5/6), 441–463.
Ochoa Laburu, C. (1996). Economía y organización de empresas. San Sebastián: Donostiarra.
Ochoa Laburu, C., & Arana Pérez, P. (1997). Gestión de la producción: conceptos, tipología de problemas, métodos, problemas de implantación. San Sebastián: Donostiarra.
Oh, J. H., & Ma, J. (2018). Multi-stage expectation-confirmation framework for salespeople expectation management. Journal of Business & Industrial Marketing, 33(8), 1165–1175.
Olavarría-Jaraba, A., Cambra-Fierro, J. J., Centeno, E., & Vázquez-Carrasco, R. (2018). Relationship quality as an antecedent of customer relationship proneness: A cross-cultural study between Spain and Mexico. Journal of Retailing and Consumer Services, 42, 78–87.
Oltra-Badenes, R., Gil-Gomez, H., Guerola-Navarro, V., & Vicedo, P. (2019). Is It Possible to Manage the Product Recovery Processes in an ERP? Analysis of Functional Needs. Sustainability, 11(16), 4380. https://doi.org/10.3390/su11164380
Orantes Jiménez, S. D., Vázquez Álvarez, G., & Tejeida Padilla, R. (2017). Customer Relationship Management Systemic Model in Hotelier Sector: Are the Hotel Companies Gaining Benefits with Practices Oriented to the Relationship with the Clients? Computación y Sistemas, 21(3), 527–535.
Oumar, T. K., & Mang’Unyi, E. E., Govender, K. K., & Rajkaran, S. (2017). Exploring the e-CRM–e-customer-e-loyalty nexus: A Kenyan commercial bank case study. Management & Marketing, 12(4), 674–696.
Ozuem, W., & Thomas, T. (2015). Inside the Small Island Economies: Loyalty Strategies in the Telecommunications Sector. In Marketing and Consumer Behavior: Concepts, Methodologies, Tools, and Applications 1622–1655. IGI Global.
Palmer, A., & Koenig-Lewis, N. (2009). An experiential, social network-based approach to direct marketing. Direct Marketing: An International Journal, 3(3), 162–176.
Parvatiyar, A., & Sheth, J. N. (2001). Customer relationship management: Emerging practice, process, and discipline. Journal of Economic & Social Research, 3, 1–34.
Paul, J., & Benito, G. R. (2018). A review of research on outward foreign direct investment from emerging countries, including China: What do we know, how do we know and where should we be heading? Asia Pacific Business Review, 24(1), 90–115. https://www.tandfonline.com/doi/abs/10.1080/13602381.2017.1357316
Paul, J., & Rosado-Serrano, A. (2019). Gradual internationalization vs born-global/international new venture models. International Marketing Review. https://doi.org/10.1108/IMR-10-2018-0280
Paul, J., & Mas, E. (2019). Toward a 7-P framework for international marketing. Journal of Strategic Marketing, 1–21. https://doi.org/10.1080/0965254X.2019.1569111
Paul, J. (2019), Marketing in emerging markets: a review, theoretical synthesis and extension. International Journal of Emerging Markets. https://doi.org/10.1108/IJOEM-04-2017-0130
Paul, J., & Singh, G. (2017). The 45 years of foreign direct investment research: Approaches, advances and analytical areas. The World Economy, 40(11), 2512–2527. https://onlinelibrary.wiley.com/doi/full/10.1111/twec.12502
Payne, A., & Frow, P. (2005). A strategic framework for customer relationship management. Journal of Marketing, 69(4), 167–176.
Pedron, C. D., Picoto, W. N., Dhillon, G., & Caldeira, M. (2016). Value-focused objectives for CRM system adoption. Industrial Management & Data Systems, 116(3), 526–545.
Pesonen, J., Komppula, R., & Murphy, J. (2019). Plastic loyalty–Investigating loyalty card programs for a Finnish hotel chain. Tourism Management, 73, 115–122.
Pohludka, M., & Štverková, H. (2019). The best practice of CRM implementation for small-and medium-sized enterprises. Administrative Sciences, 9(1), 22.
Powell, A., Noble, C. H., Noble, S. M., & Han, S. (2018). Man vs machine: Relational and performance outcomes of technology utilization in small business CRM support capabilities. European Journal of Marketing, 52(3/4), 725–757.
Prinzie, A., & Poel, D. V. D. (2006). Investigating purchasing-sequence patterns for financial services using Markov, MTD and MTDg models. European Journal of Operational Research, 170, 710–734.
Rahimi, R., & Gunlu, E. (2016). Implementing customer relationship management (CRM) in hotel industry from organizational culture perspective: Case of a chain hotel in the UK. International Journal of Contemporary Hospitality Management, 28(1), 89–112.
Randhawa, K., Wilden, R., & Hohberger, J. (2016). A bibliometric review of open innovation: Setting a research agenda. Journal of Product Innovation Management, 33(6), 750–772. https://onlinelibrary.wiley.com/doi/10.1111/jpim.12312
Ravasan, A. Z., & Mansouri, T. (2018). A fuzzy anp based weighted rfm model for customer segmentation in auto insurance sector. In Intelligent Systems: Concepts, Methodologies, Tools, and Applications, 1050–1067. IGI Global.
Reinartz, W., Krafft, M., & Hoyer, W. D. (2004). The customer relationship management process: Its measurement and impact on performance. Journal of Marketing Research, 41(3), 293–305.
Rodriguez, M., & Trainor, K. (2016). A conceptual model of the drivers and outcomes of mobile CRM application adoption. Journal of Research in Interactive Marketing, 10(1), 67–84.
Roopchund, R. (2019). Exploring Social CRM for Development of SMEs in Mauritius. Journal of Enterprising Culture, 27(01), 93–109.
Samiee, S., & Walters, P. G. (2003). Relationship marketing in an international context: A literature review. International Business Review, 12(2), 193–214.
Sánchez, J. C. (2011). Entrepreneurship: Introduction. Psicothema, 23(3), 424–426. Retrieved from: https://reunido.uniovi.es/index.php/PST/article/view/9081
Serebrennikova, A. (2016). Customer Relationship Management System as a Tool for Improving Bank’s Competitiveness. UPRAVLENETS-THE MANAGER, 4, 66–75.
Siems, F. U., Bystrova, O., & Niemand, T. (2015). The life event cycle as an instrument of relationship management in SMEs: Theory, results of an empirical investigation at a health club and management implications. International Journal of Entrepreneurial Venturing, 7(3), 251–265.
Sin, L. Y., Tse, A. C., & Yim, F. H. (2005). CRM: Conceptualization and scale development. European Journal of Marketing, 39(11/12), 1264–1290.
Singh, J., & Saini, S. (2016). Importance of CEM in CRM-CL framework. Journal of Modelling in Management, 11(1), 91–115.
Singh, J., Shukla, P., & Kalafatis, S. P. (2017). IT usage for enhancing trade show performance: Evidence from the aviation services. Journal of Business & Industrial Marketing, 32(3), 398–408.
Skarmeas, D., Zeriti, A., & Argouslidis, P. (2019). Importer and exporter capabilities, governance mechanisms, and environmental factors determining customer-perceived relationship value. Industrial Marketing Management, 78, 158–168.
Smart, D. T., & Conant, J. S. (1994). Entrepreneurial orientation, distinctive marketing competencies and organizational performance. Journal of Applied Business Research (JABR), 10(3), 28–38.
Snyder, H. (2019). Literature review as a research methodology: An overview and guidelines. Journal of Business Research, 104, 333–339.
So, K. K. F., King, C., Sparks, B. A., & Wang, Y. (2016). Enhancing customer relationships with retail service brands: The role of customer engagement. Journal of Service Management, 27(2), 170–193.
Soltani, Z., & Navimipour, N. J. (2016). Customer relationship management mechanisms: A systematic review of the state of the art literature and recommendations for future research. Computers in Human Behavior, 61, 667–688.
Sota, S., Chaudhry, H., & Srivastava, M. K. (2020). Customer relationship management research in hospitality industry: A review and classification. Journal of Hospitality Marketing & Management, 29(1), 39–64.
Stokes, D. (2000). Putting entrepreneurship into marketing: the processes of entrepreneurial marketing. Journal of research in marketing and entrepreneurship.
Stone, M., Aravopoulou, E., Gerardi, G., Todeva, E., Weinzierl, L., Laughlin, P., & Stott, R. (2017). How platforms are transforming customer information management. The Bottom Line, 30(3), 216–235.
Storbacka, K., Strandvik, T., & Gronroos, C. (1994). Managing customer relationships for profit: The dynamics of relationship quality. International Journal of Service Industry Management, 5(5), 21–38.
Swarts, K. M., Lehman, K., & Lewis, G. K. (2016). The use of social customer relationship management by building contractors: Evidence from Tasmania. Construction Management and Economics, 34(4–5), 302–316.
Swift, R. S. (2001). Accelerating customer relationships: Using CRM and relationship technologies. Upper saddle river. Prentice Hall PTR.
Torraco, R. J. (2005). Writing integrative literature reviews: Guidelines and examples. Human Resource Development Review, 4(3), 356–367.
Tsai, H. H. (2011). Research trends analysis by comparing data mining and customer relationship management through bibliometric methodology. Scientometrics, 87(3), 425–450.
Ulaga, W., & Eggert, A. (2006). Relationship value and relationship quality. European Journal of Marketing, 40(3/4), 311–327.
Ullah, I., Raza, B., Malik, A. K., Imran, M., Islam, S. U., & Kim, S. W. (2019). A Churn Prediction Model Using Random Forest: Analysis of Machine Learning Techniques for Churn Prediction and Factor Identification in Telecom Sector. IEEE Access, 7, 60134–60149.
Vallaster, C., Kraus, S., Lindahl, J. M. M., & Nielsen, A. (2019). Ethics and entrepreneurship: A bibliometric study and literature review. Journal of Business Research, 99, 226–237.
Vazquez, R., Iglesias, V., & Alvarez-Gonzalez, L. (2005). Distribution channel relationships: The conditions and strategic outcomes of cooperation and between manufacturer and distributor. International Review of Retail, Distribution & Consumer Research, 15(2), 125–150.
Venturini, W. T., & Benito, Ó. G. (2015). CRM software success: A proposed performance measurement scale. Journal of Knowledge Management, 19(4), 856–875.
Vicedo, P., Gil-Gomez, H., Oltra-Badenes, R., & Guerola-Navarro, V. (2020). A bibliometric overview of how critical success factors influence on enterprise resource planning implementations. Journal of Intelligent & Fuzzy Systems, 38(5), 5475–5487. https://doi.org/10.3233/JIFS-179639
Wali, A. F., Uduma, I. A., & Wright, L. T. (2016). Customer relationship management (CRM) experiences of Business-to-Business (B2B) marketing firms: A qualitative study. Cogent Business & Management, 3(1), 1183555.
Wang, Z., & Kim, H. G. (2017). Can social media marketing improve customer relationship capabilities and firm performance? Dynamic capability perspective. Journal of Interactive Marketing, 39, 15–26.
Williams, P., Ashill, N., & Naumann, E. (2017). Toward a contingency theory of CRM adoption. Journal of Strategic Marketing, 25(5–6), 454–474.
Yang, Q., & Hu, Z. H. (2015). A Relationship Study on Marketing Strategy Management towards Customer Relationship Management and Perceived Value. Acta Oeconomica, 65(s2), 173–185.
Yang, Y. T., & Shieh, J. C. (2019). Is there the Pareto principle in public library circulation? A case study of one public library in Taiwan. Malaysian Journal of Library & Information Science, 24(2), 97–113.
Yoon, K., & Sims, J. D. (2014). Re-Conceptualizing Relational Integrated Marketing Communications from the Perspective of Social CRM. In Integrating Social Media into Business Practice, Applications, Management, and Models, 222–253. IGI Global.
Youssef, Y. M. A., Johnston, W. J., AbdelHamid, T. A., Dakrory, M. I., & Seddick, M. G. S. (2018). A customer engagement framework for a B2B context. Journal of Business & Industrial Marketing, 33(1), 145–152.
[-]
