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

2020 | Electronic Markets | Citations: 0

Authors: Liu, Wei; Wang, Zongshui; Zhao, Hong

Abstract: Customer relationship management (CRM) has become a critical research topic for ... Expand

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. Collapse

Topics: social media marketing management customer relationship management organizational value WeChat

Methods: bibliometric analysis literature sample cross sectional research social network analysis literature study

Falsifying and withholding: exploring individuals’ contextual privacy-related decision-making

2019 | Information & Management | Citations: 0

Authors: Miltgen, Caroline Lancelot; Smith, H. Jeff

Abstract: As firms rely increasingly on “big data” to segment and target current and poten ... Expand

Abstract: As firms rely increasingly on “big data” to segment and target current and potential customers, the challenge of data falsification—individuals providing incorrect personal data in response to requests—is becoming a significant problem. Based on public opinion surveys, within some demographic groups, over three-quarters of individuals confirm that they have given inaccurate information in response to data requests. Obviously, firms that embrace a covert assumption of honesty in online data disclosures are deluding themselves and are likely falling into the trap of “garbage in, garbage out” in their segmenting and targeting. Despite the frequency and importance of falsification, however, it has received scant attention in the privacy research stream. Most researchers focus on the act of disclosure (and its counter-construct, withholding of data) and overlook that many of the data elements being disclosed may in fact be falsified. To address this weakness in the literature stream, we develop a nomological model that predicts both falsification and withholding behavior, and we test it using a sample collected with the assistance of an online panel provider. We find strong support for the model and show how context could play a significant role in moderating some of the proposed relationships. We then discuss important implications for practice and research. Collapse

Topics: privacy decision making mobile application internet technology marketing management

Methods: archival research survey partial least squares regression experiment PLS tool

Theories: privacy calculus theory cognitive dissonance theory

Effects of Extrinsic and Intrinsic Motivators on Using Utilitarian, Hedonic, and Dual-Purposed Information Systems: A Meta-Analysis

2013 | Journal of the Association for Information Systems | Citations: 0

Authors: Jiming Wu; Xinjian Lu

Abstract: While many studies have found that perceived usefulness-an extrinsic motivator-i ... Expand

Abstract: While many studies have found that perceived usefulness-an extrinsic motivator-is the strongest determinant of using utilitarian systems, others have found that it is less important than perceived enjoyment-an intrinsic motivator-in predicting hedonic system usage. In light of these interesting but mixed findings, our research applies the motivation theory to investigate the effects of extrinsic and intrinsic motivators on system-use behavior in utilitarian, hedonic, and dual-purposed contexts. We then construct associated hypotheses and empirically test them by analyzing data collected from the literature. The results generally confirm our prediction that, in the context of utilitarian systems, extrinsic motivators are more important than intrinsic motivators, whereas, in the context of hedonic systems, intrinsic motivators play a more critical role than extrinsic motivators. The results thus substantiate our contention that, when information systems vary from utilitarian to hedonic, the most important determinants shift from extrinsic to intrinsic motivators. This paper contributes not only to a new application of the motivation theory to IT adoption, but also to an integrated and in-depth analysis of motivators, which may reorient IS scholars toward potentially more fruitful avenues for studying user behavior. Collapse

Topics: information system use utilitarian information system hedonistic information system behavioral intention perceived usefulness

Methods: meta analysis survey correlation analysis cross sectional research statistical hypothesis test

Theories: motivation theory technology acceptance model