Sr.No Name of the Article

1 2008

2 2008

3 2008

Year of Publication

"Corporate and Brand Web Sites as Customer Relationship Management Tools"

"Customer Relations Throughthe Internet"

"Customer RelationshipManagement in Electronic

Markets"

4 2010

5 2006

6 2005

7 2009

"Factors for Success in Customer RelationshipManagement (CRM) Systems"

"Technology Innovation and Implications for Customer Relationship Management"

"The Role of Relational Information Processes and Technology Use in Customer Relationship

Management"

"Assessing Customer Satisfaction in a VcommerceEnvironment"

8 2004

9 2008

10 2003

11 2005

"The Customer Relationship Management Process: Its Measurement and Impact on Performance"

"Artificial Intelligencein Managing Market Relationships:The Use of Intelligence Agents"

"Customer Relationship Management for the Web-Access Challenged: Inaccessibility of Fortune 250 Business Web Sites"

"Why Do Customer Relationship Management Applications Affect Customer Satisfaction?"

12 2013 "Social intelligence in customerengagement"

13 2005

14 2006

15 2013 "Does relationship quality matter in service relationships?"

"Information Technology Competence and Value Creation in Supplier-Customer Relationships"

"Culture: The Software of e Customer Relationship ‐Management"

Author

Robert D. Winsor , Birgit Leisen , Mark Leach & Annie Liu 2008 "Corporate and Brand Web Sites as Customer

Relationship Management Tools" "Journal of Relationship Marketing"

Robert D. Winsor , Birgit Leisen , Mark Leach & Annie Liu

Hans H. Bauer , Mark Grether & Mark Leach 2008 "Customer Relations Through

the Internet" "Journal of RelationshipMarketing"

Hans H. Bauer , Mark Grether & Mark Leach

Gopalkrishnan R. Iyer & David Bejou 2008 "Customer Relationship

Management in ElectronicMarkets" "Journal of Relationship

Marketing"

Gopalkrishnan R. Iyer & David Bejou

Baohong Sun

Hugh Wilson , Elizabeth Daniel & Malcolm McDonald2010 "Factors for Success in Customer Relationship

Management (CRM) Systems" "Journal of Marketing Management"

Hugh Wilson , Elizabeth Daniel & Malcolm McDonald

Baohong Sun2006 "Technology Innovation and Implications for Customer Relationship Management""

Journal of Marketing Science"

Satish Jayachandran, Subhash Sharma, Peter Kaufman and Pushkala Raman2005 "The Role of Relational

Information Processes and Technology Use in Customer Relationship

Management" "Journal of Marketing"

Satish Jayachandran, Subhash Sharma, Peter Kaufman and

Pushkala Raman

Shuchih Ernest Chang & Yu-Teng Jang 2009 "Assessing Customer Satisfaction in a Vcommerce

Environment" "Journal of Organizational Computing andElectronic Commerce"

Shuchih Ernest Chang & Yu-Teng Jang

Nicholas C. Romano, Jr.

Werner Reinartz, Manfred Krafft and Wayne D. Hoyer2004"The Customer Relationship Management

Process: Its Measurement and Impact on Performance" "Journal of Marketing Research"

Werner Reinartz, Manfred Krafft and Wayne D. Hoyer

Sofia Daskou a & Eleni E. Mangina b2008 "Artificial Intelligencein Managing Market Relationships:The Use of Intelligence Agents" "Journal of Relationship Marketing"

Sofia Daskou a & Eleni E. Mangina b

Nicholas C. Romano, Jr.2003 "Customer Relationship Management for the Web-Access Challenged: Inaccessibility of Fortune 250 Business Web

Sites"International "Journal of Electronic Commerce"

Sunil Mithas, M. S. Krishnan and Claes Fornell2005 "Why Do Customer Relationship Management Applications

Affect Customer Satisfaction?" "Journal of Marketing,"Sunil Mithas, M. S. Krishnan and

Claes Fornell

Merlin Stone & Neil Woodcock

Achim Walter & Thomas Ritter

Marianna Sigala

Merlin Stone & Neil Woodcock2013 "Social intelligence in customerengagement" "Journal of Strategic Marketing"

Achim Walter & Thomas Ritter2005 "Information Technology Competence and Value Creation in Supplier-

Customer Relationships" "Journal of Relationship Marketing"

Marianna Sigala2006 "Culture: The Software of e‐Customer Relationship Management" "Journal of

Marketing Communications"

Sanjit Kumar Roy & Abdolreza Eshghi2013 "Does relationship quality matter in service relationships?"

"Journal of Strategic Marketing"Sanjit Kumar Roy & Abdolreza

Eshghi

"Journal Name Research Question

"Journal of Relationship Marketing"

A general overviewand framework of the opportunities provided by each form of

Internet relationship-building approach, a suggested implementation process for

exploitingthese opportunities, and the specific business, product, andmarket conditions that facilitate these potential advantages

"Journal of RelationshipMarketing"

The authors present a critical theoretical and empirical analysis of the

contribution the Internet can make to successful relationship marketing.

"Journal of RelationshipMarketing"

authors identify various contentious issues behind thevarious key concepts of relationship management and identify

several areasthat deserve closer academic scrutiny and managerial inspection.

Thepaper also comments on the extent to which Internet technology

can bringabout closer relationships with a firm’s customers

" Journal of Marketing Science"

"Journal of Marketing"

"Journal of Marketing Management"

This studyexamines the factors that influence the successfuldeployment of CRM applications, with particular

emphasis on those factors which are distinct fromother areas of application. Using the analytic

induction method, success factors were derivedfrom five in-depth case studies

Focus is ondiscussing new possibilities for CRM and its implications

for marketing models.

The authors conceptualizeand measure relationali nformatiopnr ocesses, or organizationalr

outinest hata re criticalf orc ustomerr elationshipmanagement (CRM). the key driversa nd outcome of relationali

nformationpr ocessesand the role of technology in implementing CRM using data

collected from a diverse sample of firms.

"Journal of Organizational Computing and

Electronic Commerce"

The design and implementation of a non-intrusive method of assessing

customer satisfaction in a voice-enabled electronic commerce environment

"Journal of Marketing,"

"Journal of Marketing Research"

In this study, the authors conceptualized aconstruct of the CRM process and its dimensions, secondly they operationalize and validate the construct and finally empirically investigate the

organizational performance consequences of implementing CRM process.

"Journal of Relationship Marketing"

This paper presents a theoretical framework for the development of a new intelligent software system designed to integrate loyalty

programs data bases information, consumer surveys and qualitative studies.

International "Journal of Electronic Commerce"

Online barriers limit or eliminate Web accessibility for many potential customers with access challenges. It is difficult to establish, develop and manage relationships with potential customers if they cannot access the company’s Web site for

information, let alone to place orders or request services. Hence this study evaluates the accessbilitity of the fortune 250 companies

This research evaluates the effect of customer relationship management (CRM) on customer knowledge and customer

satisfaction

"Journal of Strategic Marketing"

This article explains how social media channels enable brands and companies to engage with consumers.

"Journal of Relationship Marketing"

It provides a discussion of the interplay between IT and relationship variables, i.e., relationship functions, trust and

relationship value.

"Journal of Marketing Communications"

This article investigates the effect of cultural dimensions on E-CRM implementation

"Journal of Strategic Marketing"

This research explores how relationship quality influences behavioural, attitudinal loyalty and customers’ advocacy intentions

in service relationships

Key Variables

Customer relationship management, CRM, internet, relationshipmarketing, electronic commerce

Internet, customer relationship management, trust, commitment,

satisfaction, LISREL

Customer relationship management (CRM), e-CRM,electronic market relationships, relationship marketing

customer relationship management, IT, analyticinduction, success factors, barriers, marketing

customer relationship management; service channel; CRM programs; pricing of services;

development of customer demand; cross-selling; communication campaign; adaptive learning; dynamic

marketing interventions

Customer Relationship Orientation, Customer-Centric Management System, CRM Technology Use, Relational

Information Process

back propagation networks; customer satisfaction; customization; electronic

commerce; voice applications

CRM, Customer Knowledge & Customer Satisfaction

CRM process, company performance, satisfaction, customer loyalty, acquisition and retention & customer value

Digital technologies, economic development & national productivity and global competitiveness.

Access challenges, Americans with Disabilities Act (ADA), Center for Assistive Technologies (CAST), Customer RelationshipM

anagement (CRM), Fortune 250, Web site accessibility

social media; customer acquisition; customer retention; customer development; yield management; marketing

productivity

Information technology competence, trust, relationship value, German automobile industry

E-Customer Relationship Management, culture, impact, implications

Relationship quality; customer advocacy; trust; higher-order confirmatory factor analysis

Findings

CRM technology promises to be a powerful form of competitiveand operational leverage for nearly all organizations, only some

formsof Internet-based CRM efforts are appropriate for each firm.

Adoptingthe wrong model places a firm at a strategic and economic

disadvantageby confounding its mission and misdirecting valuable resources

The analysis showed thattrust in a business relationship has a positive effect on

commitment(β23 = .47). Customers who trust a corporation feel more

committed toit. The regression coefficient for the interaction of satisfaction

with abusiness relationship and commitment reveals that satisfaction

has aneven greater effect on commitment than trust has (β21 = .78)

practitioners need to re-evaluatetheir deployment of CRM technologies, especially their goals

and thetypes of tasks for which technological solutions are particularly

effective,academics must engage in a detailed empirical examination through replications and extensions of past studies of the

satisfaction-loyaltyprofitabilitylinks to draw out the boundary conditions under which

these links hold true.

the importance to the success of IT/marketing initiatives of a market

orientation; the need for business system convergence on a single view of

customers and other entities such as competitors; the need to include cultural

change issues within the project’s scope; the need to design for flexibility;

and the need to manage IT infrastructure.

Application ofCRM involves predictions of customer acquisition,

retention, and development probabilities, forecast offuture revenues, development of customer demand

and preference, firm learning and solution of marketinginterventions in a dynamic setting.

Theresults show that relational informationprocesses play a vital

role in enhancing an organization's customer relationship performance. By moderating the influence of relational

information processes on customer relationshipperformance, technology used for CRM performs an important

and supportive role.

The future of v-commerce will be supplemented by applications used by a wider

variety of users and by more horizontal applications. access to the conventional

desktop and Internet applications through voice channelwill become very attractive.

The CRM process measure three key stages: initiation, maintenance, and termination. While the implementation of

CRM processes has a moderately positive association with both perceptual and objective company performance

The development of the new software will enable the producing firm to be in contact with consumers behavioural

and attitudinal patterns. It will assist consumer goods-producing firms to establish information-based relationships

with both the end customer user and the retailers that distribute the goods.

Results indicated that the majority (71%) of the Fortune 100 Company Web sites had accessibility problems and that many

of these problems were severe enough those firms should consider it a high priority to correct them. Additionally, many

errors and problems should be fixed as a matter of good programming style as well as general interface and usability

principles. T

The use of CRM applications is positively associated with improved customer knowledge and improved customer

satisfaction. This article also shows that gains in customer knowledge are enhanced when firms share their customer-

related information with their supply chain partner.

For social media to be used effectively in support of the above strategies, companies must be fully aware of the effect social media are having upon marketing, develop the required social

media capabilities, identify strategies which use these capabilities to support overall marketing strategy and prioritise

carefully how they want to use social media.

An analysis of over 100 German supplier-buyer relationships shows that the impact of IT is not as straightforward as all too often postulated. Thus the main managerial conclusion of this

paper is to avoid half-hearted utilization of IT in business relationships.

Findings provide empirical evidence on the impact of each cultural dimension on the implementation of certain e-CRM

practices and functionalities. Findings are also useful to website designers and e-marketers for deciding and developing and globalizing of their e-CRM strategy and its functionalities.

Findings of the study will go a long way in helping service providers in building trust and loyalty among customers and

fuelling customer’s advocacy intentions.