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Social CRM and customer relationship performance: A bibliometric analysis of literature

Type de record:

paper
Créateur:
ZIKBAHABRIANE AhmedEL
Éditeur:
Rep
Hôte:avatar
The integration of Social CRM into customer relationship management strategies marks a pivotal shift for businesses aiming to enhance their engagement with customers. This article focuses on a Systematic Quantitative Literature Review (SQLR) and bibliometric analysis of research works concerning CRM and customer relationship performance conducted over the past decade. The bibliometric analysis results indicate an increase in publications in this field. Additionally, certain authors stand out prominently due to a significant number of citations or a substantial volume of published documents over the last decade. Furthermore, publications in this domain reveal that European countries lead in terms of publication count, followed by Asian countries and the United States. However, it is noteworthy that there is an almost complete absence of such studies in African countries, particularly in Morocco.

Visit

doi.orgrevues.imist.ma

Tags

Social CRMsocial mediacustomer relationship performance; bibliometric analysis

Licenses

Creative Commons Attribution Non Commercial Share Alike 4.0 Internationalhttps://creativecommons.org/licenses/by-nc-sa/4.0/legalcode

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