Electronic Commerce Customer Relationship Management: A Research Agenda

  title={Electronic Commerce Customer Relationship Management: A Research Agenda},
  author={Nicholas C. Romano and Jerry Fjermestad},
  journal={Information Technology and Management},
In this paper, we approach electronic commerce Customer Relationship Management (e-CRM) from the perspective of five research areas. Our purpose is to define a conceptual framework to examine the relationships among and between these five research areas within e-CRM and to propose how they might be integrated to further research this area. We begin with a discussion of each of the research areas through brief reviews of relevant literature for each and a discussion of the theoretical and… CONTINUE READING

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