IDEAS home Printed from https://ideas.repec.org/a/spr/elmark/v30y2020i4d10.1007_s12525-020-00395-7.html
   My bibliography  Save this article

Comparative study of customer relationship management research from East Asia, North America and Europe: A bibliometric overview

Author

Listed:
  • Wei Liu

    (University of Chinese Academy of Sciences)

  • Zongshui Wang

    (Beijing Information Science and Technology University
    University of Chinese Academy of Sciences)

  • Hong Zhao

    (University of Chinese Academy of Sciences)

Abstract

Customer relationship management (CRM) has become a critical research topic for scholars and practitioners, yet most existing CRM research overviews depend on the authors’ subjective judgements and are limited to the marketing field, making it difficult to comprehensively understand CRM research. This study combines a quantitative bibliometric methodology with qualitative systematic analysis and provides a comprehensive CRM roadmap with a broad disciplinary scope. Using datasets from the Web of Science (WoS), this study conducts a co-word analysis of 1971 publications on CRM from East Asia, North America and Europe. The results suggest that CRM studies differ across regions: eastern studies emphasize utilizing technologies to develop CRM, and western studies focus on the effects of CRM programmes on outcomes. Based on the bibliometric analysis and CRM studies, this study provides a list of systematic questions worthy of being explored as it can provide insight for researchers and practitioners.

Suggested Citation

  • Wei Liu & Zongshui Wang & Hong Zhao, 2020. "Comparative study of customer relationship management research from East Asia, North America and Europe: A bibliometric overview," Electronic Markets, Springer;IIM University of St. Gallen, vol. 30(4), pages 735-757, December.
    • Handle: RePEc:spr:elmark:v:30:y:2020:i:4:d:10.1007_s12525-020-00395-7
    DOI: 10.1007/s12525-020-00395-7
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s12525-020-00395-7
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s12525-020-00395-7?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Leone, Robert P. & Robinson, Larry M. & Bragge, Johanna & Somervuori, Outi, 2012. "A citation and profiling analysis of pricing research from 1980 to 2010," Journal of Business Research, Elsevier, vol. 65(7), pages 1010-1024.
    2. Henner Gimpel & Dominikus Kleindienst & Niclas Nüske & Daniel Rau & Fabian Schmied, 2018. "The upside of data privacy – delighting customers by implementing data privacy measures," Electronic Markets, Springer;IIM University of St. Gallen, vol. 28(4), pages 437-452, November.
    3. Rollins, Minna & Nickell, David & Ennis, Justin, 2014. "The impact of economic downturns on marketing," Journal of Business Research, Elsevier, vol. 67(1), pages 2727-2731.
    4. Dzikowski, Piotr, 2018. "A bibliometric analysis of born global firms," Journal of Business Research, Elsevier, vol. 85(C), pages 281-294.
    5. Sridhar Nerur & Abdul A. Rasheed & Alankrita Pandey, 2016. "Citation footprints on the sands of time: An analysis of idea migrations in strategic management," Strategic Management Journal, Wiley Blackwell, vol. 37(6), pages 1065-1084, June.
    6. Becker, Jan U. & Greve, Goetz & Albers, Sönke, 2009. "The impact of technological and organizational implementation of CRM on customer acquisition, maintenance, and retention," International Journal of Research in Marketing, Elsevier, vol. 26(3), pages 207-215.
    7. Ming Zeng & Hancheng Cao & Min Chen & Yong Li, 2019. "User behaviour modeling, recommendations, and purchase prediction during shopping festivals," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(2), pages 263-274, June.
    8. Peltier, James W. & Zahay, Debra & Lehmann, Donald R., 2013. "Organizational Learning and CRM Success: A Model for Linking Organizational Practices, Customer Data Quality, and Performance," Journal of Interactive Marketing, Elsevier, vol. 27(1), pages 1-13.
    9. Chaomei Chen, 2006. "CiteSpace II: Detecting and visualizing emerging trends and transient patterns in scientific literature," Journal of the American Society for Information Science and Technology, Association for Information Science & Technology, vol. 57(3), pages 359-377, February.
    10. Saeed-Ul Hassan & Peter Haddawy & Jia Zhu, 2014. "A bibliometric study of the world’s research activity in sustainable development and its sub-areas using scientific literature," Scientometrics, Springer;Akadémiai Kiadó, vol. 99(2), pages 549-579, May.
    11. Beth L. Fossen & David A. Schweidel, 2019. "Measuring the Impact of Product Placement with Brand-Related Social Media Conversations and Website Traffic," Marketing Science, INFORMS, vol. 38(3), pages 481-499, May.
    12. Sebastian Derikx & Mark de Reuver & Maarten Kroesen, 2016. "Can privacy concerns for insurance of connected cars be compensated?," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(1), pages 73-81, February.
    13. Fetscherin, Marc & Heinrich, Daniel, 2015. "Consumer brand relationships research: A bibliometric citation meta-analysis," Journal of Business Research, Elsevier, vol. 68(2), pages 380-390.
    14. Ferreira, Manuel Portugal & Santos, João Carvalho & de Almeida, Martinho Isnard Ribeiro & Reis, Nuno Rosa, 2014. "Mergers & acquisitions research: A bibliometric study of top strategy and international business journals, 1980–2010," Journal of Business Research, Elsevier, vol. 67(12), pages 2550-2558.
    15. Doreén Pick & Jacquelyn S. Thomas & Sebastian Tillmanns & Manfred Krafft, 2016. "Customer win-back: the role of attributions and perceptions in customers’ willingness to return," Journal of the Academy of Marketing Science, Springer, vol. 44(2), pages 218-240, March.
    16. Kuntner, Tobias & Teichert, Thorsten, 2016. "The scope of price promotion research: An informetric study," Journal of Business Research, Elsevier, vol. 69(8), pages 2687-2696.
    17. Nees Jan Eck & Ludo Waltman, 2010. "Software survey: VOSviewer, a computer program for bibliometric mapping," Scientometrics, Springer;Akadémiai Kiadó, vol. 84(2), pages 523-538, August.
    18. Malthouse, Edward C. & Haenlein, Michael & Skiera, Bernd & Wege, Egbert & Zhang, Michael, 2013. "Managing Customer Relationships in the Social Media Era: Introducing the Social CRM House," Journal of Interactive Marketing, Elsevier, vol. 27(4), pages 270-280.
    19. Jingjing Zhang & Yan Yan & Jiancheng Guan, 2015. "Scientific relatedness in solar energy: a comparative study between the USA and China," Scientometrics, Springer;Akadémiai Kiadó, vol. 102(2), pages 1595-1613, February.
    20. Ming-Hui Huang & Roland T. Rust, 2017. "Technology-driven service strategy," Journal of the Academy of Marketing Science, Springer, vol. 45(6), pages 906-924, November.
    21. Sameer Kumar & Jariah Mohd. Jan, 2014. "Research collaboration networks of two OIC nations: comparative study between Turkey and Malaysia in the field of ‘Energy Fuels’, 2009–2011," Scientometrics, Springer;Akadémiai Kiadó, vol. 98(1), pages 387-414, January.
    22. Li, Jing & Konuş, Umut & Pauwels, Koen & Langerak, Fred, 2015. "The Hare and the Tortoise: Do Earlier Adopters of Online Channels Purchase More?," Journal of Retailing, Elsevier, vol. 91(2), pages 289-308.
    23. Homburg, Christian & Klarmann, Martin & Schmitt, Jens, 2010. "Brand awareness in business markets: When is it related to firm performance?," International Journal of Research in Marketing, Elsevier, vol. 27(3), pages 201-212.
    24. J. J. Po-An Hsieh & Arun Rai & Sean Xin Xu, 2011. "Extracting Business Value from IT: A Sensemaking Perspective of Post-Adoptive Use," Management Science, INFORMS, vol. 57(11), pages 2018-2039, November.
    25. Seyedghorban, Zahra & Matanda, Margaret Jekanyika & LaPlaca, Peter, 2016. "Advancing theory and knowledge in the business-to-business branding literature," Journal of Business Research, Elsevier, vol. 69(8), pages 2664-2677.
    26. Chang, Woojung & Park, Jeong Eun & Chaiy, Seoil, 2010. "How does CRM technology transform into organizational performance? A mediating role of marketing capability," Journal of Business Research, Elsevier, vol. 63(8), pages 849-855, August.
    27. Stefan Stremersch & Peter C. Verhoef, 2005. "Globalization of Authorship in the Marketing Discipline: Does It Help or Hinder the Field?," Marketing Science, INFORMS, vol. 24(4), pages 585-594, February.
    28. Coussement, Kristof & De Bock, Koen W., 2013. "Customer churn prediction in the online gambling industry: The beneficial effect of ensemble learning," Journal of Business Research, Elsevier, vol. 66(9), pages 1629-1636.
    29. Matthijs Meire & Kelly Hewett & Michel Ballings & V. Kumar & Dirk van den Poel, 2019. "The Role of Marketer-Generated Content in Customer Engagement Marketing," Post-Print hal-02509303, HAL.
    30. Lafferty, Barbara A., 2007. "The relevance of fit in a cause-brand alliance when consumers evaluate corporate credibility," Journal of Business Research, Elsevier, vol. 60(5), pages 447-453, May.
    31. Merigó, José M. & Mas-Tur, Alicia & Roig-Tierno, Norat & Ribeiro-Soriano, Domingo, 2015. "A bibliometric overview of the Journal of Business Research between 1973 and 2014," Journal of Business Research, Elsevier, vol. 68(12), pages 2645-2653.
    32. M García-Murillo & H Annabi, 2002. "Customer knowledge management," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 53(8), pages 875-884, August.
    33. Gurzki, Hannes & Woisetschläger, David M., 2017. "Mapping the luxury research landscape: A bibliometric citation analysis," Journal of Business Research, Elsevier, vol. 77(C), pages 147-166.
    34. Hsu-Hao Tsai, 2011. "Research trends analysis by comparing data mining and customer relationship management through bibliometric methodology," Scientometrics, Springer;Akadémiai Kiadó, vol. 87(3), pages 425-450, June.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Nagwan AlQershi & Sany Sanuri Mohd Mokhtar & Zakaria Abas, 2022. "The influence of structural capital on the relationship between CRM implementation and the performance of manufacturing SMEs," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 13(3), pages 1205-1218, June.
    2. Aroa Costa-Feito & Ana M. González-Fernández & Carmen Rodríguez-Santos & Miguel Cervantes-Blanco, 2023. "Electroencephalography in consumer behaviour and marketing: a science mapping approach," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-13, December.
    3. Lim, Chiehyeon & Cho, Gi-Hyoug & Kim, Jeongseob, 2021. "Understanding the linkages of smart-city technologies and applications: Key lessons from a text mining approach and a call for future research," Technological Forecasting and Social Change, Elsevier, vol. 170(C).
    4. Nora Nahr & Marikka Heikkilä, 2022. "Uncovering the identity of Electronic Markets research through text mining techniques," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1257-1277, September.
    5. Luis Miguel Pérez & Raul Oltra-Badenes & Juan Vicente Oltra Gutiérrez & Hermenegildo Gil-Gómez, 2020. "A Bibliometric Diagnosis and Analysis about Smart Cities," Sustainability, MDPI, vol. 12(16), pages 1-43, August.
    6. Cheah, Jun-Hwa & Lim, Xin-Jean & Ting, Hiram & Liu, Yide & Quach, Sara, 2022. "Are privacy concerns still relevant? Revisiting consumer behaviour in omnichannel retailing," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    7. Gheorghe Zaman & Nicoleta Valentina Florea & Constantin Aurelian Ionescu & Dan Marius Coman & Doina Constanta Mihai & Nicoleta Luminita Gudanescu Nicolau, 2022. "Mathematical Model for Determining Costs of Unsatisfied Customers of HoReCa Industry," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 24(59), pages 268-268.
    8. Park, Joonyong & Kim, Renee B., 2022. "Importance of offline service quality in building loyalty of OC service brand," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Belussi, Fiorenza & Orsi, Luigi & Savarese, Maria, 2019. "Mapping Business Model Research: A Document Bibliometric Analysis," Scandinavian Journal of Management, Elsevier, vol. 35(3).
    2. Halder, Deepa & Pradhan, Debasis & Roy Chaudhuri, Himadri, 2021. "Forty-five years of celebrity credibility and endorsement literature: Review and learnings," Journal of Business Research, Elsevier, vol. 125(C), pages 397-415.
    3. Hugo Baier-Fuentes & José M. Merigó & José Ernesto Amorós & Magaly Gaviria-Marín, 2019. "International entrepreneurship: a bibliometric overview," International Entrepreneurship and Management Journal, Springer, vol. 15(2), pages 385-429, June.
    4. Akbari, Morteza & Foroudi, Pantea & Khodayari, Maryam & Zaman Fashami, Rahime & Shahabaldini parizi, Zahra & Shahriari, Elmira, 2022. "Sharing Your Assets: A Holistic Review of Sharing Economy," Journal of Business Research, Elsevier, vol. 140(C), pages 604-625.
    5. Seyedghorban, Zahra & Matanda, Margaret Jekanyika & LaPlaca, Peter, 2016. "Advancing theory and knowledge in the business-to-business branding literature," Journal of Business Research, Elsevier, vol. 69(8), pages 2664-2677.
    6. Bragge, Johanna & Kauppi, Katri & Ahola, Tuomas & Aminoff, Anna & Kaipia, Riikka & Tanskanen, Kari, 2019. "Unveiling the intellectual structure and evolution of external resource management research: Insights from a bibliometric study," Journal of Business Research, Elsevier, vol. 97(C), pages 141-159.
    7. Gaviria-Marin, Magaly & Merigó, José M. & Baier-Fuentes, Hugo, 2019. "Knowledge management: A global examination based on bibliometric analysis," Technological Forecasting and Social Change, Elsevier, vol. 140(C), pages 194-220.
    8. Hao Wang & Sanhong Deng & Xinning Su, 2016. "A study on construction and analysis of discipline knowledge structure of Chinese LIS based on CSSCI," Scientometrics, Springer;Akadémiai Kiadó, vol. 109(3), pages 1725-1759, December.
    9. Guan, Jiancheng & Yan, Yan & Zhang, Jing Jing, 2017. "The impact of collaboration and knowledge networks on citations," Journal of Informetrics, Elsevier, vol. 11(2), pages 407-422.
    10. Singh, Shiwangi & Dhir, Sanjay & Das, V. Mukunda & Sharma, Anuj, 2020. "Bibliometric overview of the Technological Forecasting and Social Change journal: Analysis from 1970 to 2018," Technological Forecasting and Social Change, Elsevier, vol. 154(C).
    11. Li Yan & Wang Zhiping, 2023. "Mapping the Literature on Academic Publishing: A Bibliometric Analysis on WOS," SAGE Open, , vol. 13(1), pages 21582440231, March.
    12. Riad Shams, S.M. & Vrontis, Demetris & Chaudhuri, Ranjan & Chavan, Gitesh & Czinkota, Michael R., 2020. "Stakeholder engagement for innovation management and entrepreneurial development: A meta-analysis," Journal of Business Research, Elsevier, vol. 119(C), pages 67-86.
    13. Shashi & Piera Centobelli & Roberto Cerchione & Amit Mittal, 2021. "Managing sustainability in luxury industry to pursue circular economy strategies," Business Strategy and the Environment, Wiley Blackwell, vol. 30(1), pages 432-462, January.
    14. Zuschke, Nick, 2020. "An analysis of process-tracing research on consumer decision-making," Journal of Business Research, Elsevier, vol. 111(C), pages 305-320.
    15. Shuya Tang & Chunhui Wang & Jing Song & Stanley Chukwuemeka Ihenetu & Gang Li, 2024. "Advances in Studies on Heavy Metals in Urban Soil: A Bibliometric Analysis," Sustainability, MDPI, vol. 16(2), pages 1-24, January.
    16. Laura Fabregat-Aibar & M. Glòria Barberà-Mariné & Antonio Terceño & Laia Pié, 2019. "A Bibliometric and Visualization Analysis of Socially Responsible Funds," Sustainability, MDPI, vol. 11(9), pages 1-17, May.
    17. Alexander Wieneke & Christiane Lehrer, 2016. "Generating and exploiting customer insights from social media data," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(3), pages 245-268, August.
    18. Huchang Liao & Ming Tang & Li Luo & Chunyang Li & Francisco Chiclana & Xiao-Jun Zeng, 2018. "A Bibliometric Analysis and Visualization of Medical Big Data Research," Sustainability, MDPI, vol. 10(1), pages 1-18, January.
    19. Meire, Matthijs, 2021. "Customer comeback: Empirical insights into the drivers and value of returning customers," Journal of Business Research, Elsevier, vol. 127(C), pages 193-205.
    20. Thais González-Torres & José-Luis Rodríguez-Sánchez & Eva Pelechano-Barahona & Fernando E. García-Muiña, 2020. "A Systematic Review of Research on Sustainability in Mergers and Acquisitions," Sustainability, MDPI, vol. 12(2), pages 1-18, January.

    More about this item

    Keywords

    Customer relationship management (CRM); Bibliometrics; Co-word analysis; Comparative analysis; Research trends;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:elmark:v:30:y:2020:i:4:d:10.1007_s12525-020-00395-7. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.