When supply chain management (SCM) intersects with Big Data Analytics (BDA),
uncountable opportunities for research emerge. Unfortunately, how analytics can be applied …

Purpose–To review the academic literature on customer relationship management (CRM),
provide a comprehensive bibliography and propose a method of classifying that literature …

Services employing virtual channels of delivery such as the Internet are typically
multichannel. Service quality research in traditional services and, more recently, in e …

This paper studies the role of business process management in creating a higher business
process orientation. The purpose is to analyze previously suggested practices to identify …

Customer relationship management (CRM) is a customer-focused business strategy that
dynamically integrates sales, marketing and customer care service in order to create and …

This paper aims to examine how customer relationship management (CRM) systems are
implemented in practice with a focus on the strategic application, ie how analytical CRM …

Purpose The purpose of this paper is to develop an integrated framework to explore the
influences of electronic customer relationship management (ECRM) success factors …

The purpose of this study is to identify the status of Customer Relationship Management
(CRM) adoption and explore the influence of organizational characteristics on the CRM …

In a digital age, International Education has undergone several changes. Digital platforms
have eased the way students can access to academic information. Therefore, the education …

Purpose This paper aims to examine a model that uses customer service quality as an
intervening mechanism in the relationship between customer relationship management …