Customer relationship management research (1992‐2002): An academic literature review and classification

@article{Ngai2005CustomerRM,
  title={Customer relationship management research (1992‐2002): An academic literature review and classification},
  author={E. Ngai},
  journal={Marketing Intelligence \& Planning},
  year={2005},
  volume={23},
  pages={582-605}
}
  • E. Ngai
  • Published 2005
  • Psychology
  • Marketing Intelligence & Planning
Purpose – To review the academic literature on customer relationship management (CRM), provide a comprehensive bibliography and propose a method of classifying that literature.Design/methodology/approach – A range of online databases were searched to provide a comprehensive listing of journal articles on CRM. Six hundred articles were identified and reviewed for their direct relevance to CRM. Two hundred and five articles were subsequently selected. Each of these articles was further reviewed… Expand
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