Skip to main content
SpringerLink
Log in

Electronic Commerce Customer Relationship Management: A Research Agenda

  • Published:
Information Technology and Management Aims and scope Submit manuscript

Abstract

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 strategic implications associated with some CRM technologies and research areas. Next we present our framework, which focuses on e-CRM from the five research perspectives. We then present a theoretical framework for e-CRM in terms of the five research areas and how they affect one another, as well as e-CRM processes and both performance and non-performance outcomes.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Similar content being viewed by others

References

  1. R. Kalakota and A.B. Whinston, Frontiers of Electronic Commerce (Addison-Wesley, Reading, MA, 1996).

    Google Scholar 

  2. J. Bickert, Cohorts II: A new approach to market segmentation, Journal of Consumer Marketing 14(4/5) (Fall/Winter 1997) 362–380.

    Google Scholar 

  3. R.N. Bolton, P.K. Kannan and M.D. Bramlett, Implications of loyalty program membership and service experiences for customer retention and value, Journal of the Academy of Marketing Science 28(1) (Winter 2000) 95–108.

    Google Scholar 

  4. J.P. Cannon and W.D. Perreault, Jr., Buyer–seller relationships in business markets, Journal of Marketing Research XXXVI (November 1999) 439–460.

  5. G.S. Day, Managing market relationships, Journal of the Academy ofMarketing Science 28(1) (Winter 2000) 24–30.

    Google Scholar 

  6. K.R. Evans, T. Christiansen and J.D. Gill, The impact of social influence and role expectations on shopping center patronage intentions, Journal of the Academy of Marketing Science 24(3) (1996) 208–218.

    Google Scholar 

  7. I. Geyskens, J.E.M. Steenkamp and N. Kumar, A meta-analysis of satisfaction in marketing channel relationships, Journal of Marketing Research XXXVI (May 1999) 223–238.

  8. C. Grönroos, From marketing mix to relationship marketing. Toward a paradigm shift in marketing, Asia–Australia Marketing Journal 2(1) (1994) 9–30.

    Google Scholar 

  9. F.E. Webster, Jr., Understanding the relationships among brands, consumers, and resellers, Journal of the Academy of Marketing Science 28(1) (Winter 2000) 17–23.

    Google Scholar 

  10. P.G.W. Keen, Competing, in: Internet Business (Eburon Publishers, Delft, Netherlands, 1999) Ch. 2.

    Google Scholar 

  11. N.C. Romano, Jr., Customer relations management research: An assessment of sub field development and maturity, in: 34th Annual Hawai'i International Conference on System Sciences (IEEE Computer Society Press, Maui, HI, 2001).

    Google Scholar 

  12. N.C. Romano, Jr. and J. Fjermestad, Customer relationship management research: An assessment of research, International Journal of Electronic Commerce 6(3) (Winter 2002) 61–114.

    Google Scholar 

  13. O.E. Williamson (ed.), Markets and Hierarchies: Analysis and Antitrust Implications (Free Press, New York, 1983).

    Google Scholar 

  14. M.W. Forbes and M.L. Rothshild, Toward an understanding of consumer experience on the internet: Implications for website design, in: 33rd Hawai'i International Conference on System Sciences (IEEE Computer Society Press, Maui, HI, 2000).

    Google Scholar 

  15. D. Selz and P. Schubert, Web assessment – a model for the evaluation and assessment of successful electronic commerce applications, in: 31st Hawai'i International Conference on System Sciences (IEEE Computer Society Press, Kona Coast, HI, 1998).

    Google Scholar 

  16. R. Whiting, Allstate bets on big payoff in e-commerce-CRM combo, Information Week (2001) 58.

  17. J.Y. Bakos and C.F. Kemerer, Recent applications of economic theory in information technology research, Decision Support Systems 8(5) (December 1992) 365–386.

    Google Scholar 

  18. F.R. Dwyer, P.H. Shurr and S. Oh, Developing buyer and seller relationships, Journal of Marketing 51(2) (April 1987) 11–27.

    Google Scholar 

  19. B.B. Jackson, Building customer relationships that last, Harvard Business Review 63 (November/ December 1985) 120–128.

  20. D.M. Williams, BEYOND CRM weaving a loyalty web, Pharmaceutical Executive 22(1) (2002) 46–49.

    Google Scholar 

  21. R.C. Blattberg and J. Deighton, Interactive marketing: Exploiting the age of addressability, Sloan Management Review 33(1) (1991) 5–14.

    Google Scholar 

  22. N. Coviello, R. Brodie and H. Munro, Understanding contemporary marketing: Development of a classification scheme, Journal of Marketing Management 13(6) (1997) 501–522.

    Google Scholar 

  23. D. Fuhrman, Interactive electronic media, Sales and Marketing Management 43(1) (1991) 44–47.

    Google Scholar 

  24. E. Gummesson, Broadening and specifying relationship marketing, Asia–Australia Marketing Journal 2(1) (1994) 31–43.

    Google Scholar 

  25. P. Kotler, Marketing's new paradigm: What's really happening out there, Planning Review 20(5) (1992) 50–52.

    Google Scholar 

  26. A.J. Magrath and K.G. Hardy, Building customer partnerships, Business Horizons 37(1) (1994) 24– 28.

    Google Scholar 

  27. R.M. Morgan and S.D. Hunt, The commitment-trust theory of relationship marketing, Journal of Marketing 58(3) (1994) 20–38.

    Google Scholar 

  28. F. Buttle, Relationship Marketing Theory and Practice (Paul Chapman, London, UK, 1996).

    Google Scholar 

  29. R. McKenna, Relationship Marketing: Successful Strategies for the Age of the Customer (Addison-Wesley, Reading, MA, 1991).

    Google Scholar 

  30. F.R. Dwyer, P.H. Shurr and S. Oh, Developing buyer and seller relationships, Journal of Marketing 51(2) (April 1987) 11–27.

    Google Scholar 

  31. J. Scanzoni, Social exchange and behavioral interdependence, in: Social Exchange in Developing Relationships, eds. R.L. Burgess and T.L. Huston (Academic Press, New York, 1979).

    Google Scholar 

  32. A. Chaturvedi and S. Bandyopadhyay, Establishing a framework for analyzing market power in e-retailing: An empirical study, in: Hawai'i International Conference on Systems Sciences (HICSS-34) (IEEE Computer Society Press, Maui, HI, 2001).

    Google Scholar 

  33. E.K. Clemons and M.C. Row, Electronic consumer interaction, technology-enabled encroachment, and channel power the changing balance between manufacturers' electronic distribution and established retailers, in: 32nd Annual Hawai'i International Conference on System Sciences (IEEE Computer Society Press, Kona Coast, HI, 1998).

    Google Scholar 

  34. H. Oinas-Kukkonen, Balancing the vendor and consumer requirements for electronic shopping systems, Information Technology and Management Journal 1(1–2) (2000) 73–84.

    Google Scholar 

  35. H.K. Bhargava, R. Krishnan and R. Müller, Decision support on demand: Emerging electronic markets for decision technologies, Decision Support Systems 19(3) (1997) 193–214.

    Google Scholar 

  36. V. Haubl and G. Trifts, Consumer decision making in online shopping environments: The effects of interactive decision aids, Marketing Science 19(1) (2000) 4–21.

    Google Scholar 

  37. K. Mathieson, H.K. Bhargava and M. Tanniru,Web-based consumer decision tools: Motivations and constraints, Electronic Markets 9(4) (1999).

  38. S.W. Ba, A.B. Whinston and H. Zhang, The design of a trusted third party for electronic commerce transactions, in: Americas Conference on Information Systems (AIS '98) (Omnipress, Baltimore, MD, 1998).

    Google Scholar 

  39. S.W. Ba, A.B. Whinston and H. Zhang, Building trust in the electronic market through an economic incentive mechanism, in: 20th International Conference on Information Systems (ICIS '99) (Omnipress, Charlotte, NC, 1999).

    Google Scholar 

  40. S.P. Ketchpel and H. Garcia-Molina, Making trust explicit in distributed commerce transactions, in: 16th International Conference on Distributed Computing Systems (IEEE Computer Society Press, Los Alamitos, CA, 1996).

    Google Scholar 

  41. A. Noteberg, E. Christaanse and P. Wallage, The role of trust and assurance services in electronic channels: An exploratory study, in: 20th International Conference on Information Systems (ICIS '99) (Omnipress, Charlotte, NC, 1999).

    Google Scholar 

  42. A.F. Salam, H.R. Rao and C.C. Pegels, An investigation of consumer-perceived risk on electronic commerce transactions: The role of institutional trust and economic incentive in a social exchange framework, in: Americas Conference on Information Systems (AIS '98) (Omnipress, Baltimore,MD, 1998).

    Google Scholar 

  43. J. Singh and D. Sirdeshmukh, Agency and trust mechanisms in consumer satisfaction and loyalty judgements, Journal of the Academy of Marketing Science 28(1) (Winter 2000) 150–167.

    Google Scholar 

  44. R.P. Srivastava and T.J. Mock, Evidential reasoning for webtrust assurance services, in: 32nd Annual Hawai'i International Conference on System Sciences (IEEE Computer Society, Maui, HI, 1999).

    Google Scholar 

  45. K.J. Stewart, Transference as a means of building trust in World Wide Web sites, in: Proceedings of the 20th International Conference on Information Systems (ICIS '99) (Omnipress, Charlotte, NC, 1999).

    Google Scholar 

  46. Y. Yang, L. Brown, J. Newmarch and E. Lewis, A trusted W3 model: Transitivity of trust in a heterogeneous web environment, in: 5th Australian World Wide Web Conference (AusWeb99) (Southern Cross University, Lismore NSW 2480, Australia, 1999), http://ausweb.scu.edu.au/aw99/papers/ index.html.

    Google Scholar 

  47. A. El Sawy and G. Bowles, Redesigning the customer support process for the electronic economy: Insights from storage dimensions, MIS Quarterly 21(4) (December 1997) 457–484.

    Google Scholar 

  48. V. Grover, P. Ramanlal and A.H. Segars, Information exchange in electronic markets: Implications for market structures, International Journal of Electronic Commerce 3(4) (Summer 1999) 89–102.

    Google Scholar 

  49. K.K. Kim and N.S. Umanath, An empirical investigation of electronic integration in a Supply Chain Relationship, in: 20th International Conference on Information Systems (ICIS '99) (Omnipress, Charlotte, NC, 1999).

    Google Scholar 

  50. R. Rapp, Integration of customer strategy, organisation and information technology, IM Information Management 15(1) (2000) 13–17.

    Google Scholar 

  51. A. Wright, Technology as an enabler of the global branding of retail financial services, Journal of International Marketing 10(2) (2002) 83–98.

    Google Scholar 

  52. A. Aldridge, K. Forcht and J. Pierson, Get linked or get lost: Marketing strategy for the Internet, Internet Research 7(3) (1997) 161–169.

    Google Scholar 

  53. E. Allen and J. Fjermestad, E-commerce marketing strategies: An integrated framework and case analysis, Logistics Information Management (Best paper 2001) 14(1–2) (2001) 14–23.

    Google Scholar 

  54. D.L. Hoffman and T.P. Novak, A new marketing paradigm for electronic commerce, The Information Society 13(1) (January–March 1997) 43–54.

    Google Scholar 

  55. J. Porra, Electronic commerce internet strategies and business models – A survey, Information Systems Frontiers 1(4) (2000) 389–399.

    Google Scholar 

  56. J.D. Becker, T. Farris and P. Osborn, Electronic commerce and rapid delivery: The missing "Logistical" link, in: Americas Conference on Information Systems (AIS '98) (Omnipress, Balitmore, MD, 1998).

    Google Scholar 

  57. C. Loebbecke, Electronic trading in on-line delivered content, in: 32nd Annual Hawai'i International Conference on System Sciences (IEEE Computer Society, Maui, HI, 1999).

    Google Scholar 

  58. G.C. O'Connor and B. O'Keefe, Viewing the web as a marketplace: The case of small companies, Decision Support Systems 21(3) (November 1997) 171–183.

    Google Scholar 

  59. J. Bailey and Y. Bakos, An exploratory study of the emerging role of electronic intermediaries, International J. Electronic Commerce 1(3) (Spring 1997) 35–42.

    Google Scholar 

  60. T.H. Clark and H.G. Lee, Electronic intermediaries: Trust building and market differentiation, in: 32nd Annual Hawai'i International Conference on System Sciences (IEEE Computer Society, Maui, HI, 1999).

    Google Scholar 

  61. M.S. Janssen and H.G. Lee, Evaluating the role of intermediaries in the electronic value chain, Internet Research 10(5) (2000) 406–417.

    Google Scholar 

  62. L. Jin and D. Robey, Explaining cybermediation: An organizational analysis of electronic retailing, International Journal of Electronic Commerce 3(4) (Summer 1999) 47–66.

    Google Scholar 

  63. T. Matsuda, T.H. Clark and H.G. Lee, Electronic commerce for agricultural transactions: Role of intermediaries for accurate pricing, in: 30th Annual Hawai'i International Conference on Systems Science (IEEE Computer Society, Maui, HI, 1997).

    Google Scholar 

  64. M. Sarkar, B. Butler and C. Steinfield, Intermediaries and cybermediaries: A continuing role for mediating players in the electronic marketplace, Journal of Computer-Mediated Communication 1(3) (1995).

  65. J.-C. Wang and R.-F. Day, Feedback mechanisms as intermediaries for web information market: An exploratory study, in: Hawai'i International Conference on Systems Sciences (HICSS-34) (IEEE Computer Society Press, Maui, HI, 2001).

    Google Scholar 

  66. V. Körner and H.D. Zimmermann, Management of customer relationship in business media – the case of the financial industry, in: 33rd Hawai'i International Conference on System Sciences (IEEE Computer Society Press, Maui, HI, 2000).

    Google Scholar 

  67. M. Klose and U. Lechner, Design of business media – an integrated model of electronic commerce, in: 5th Americas Conference on Information Systems (AMCIS '99) (Omnipress, Milwaukee, WI, 1999).

    Google Scholar 

  68. D. Dunne, The CRM backlash, CIO Magazine (2001).

  69. S. Patton, The truth about CRM, CIO Magazine (2001).

  70. R.L. Ackoff, Management misinformation systems, Management Science 14(4) (1967) B-147– B-156.

    Google Scholar 

  71. M.A. Gill and Z. Wu, E-markets: Failed business model or barriers to diffusion of innovation? in: 7th Americas Conference on Information Systems (Omnipress, Boston, MA, 2001).

    Google Scholar 

  72. D.M. Lincke, Business models for the implementation of mediating electronic product catalogs, in: Americas Conference on Information Systems (AIS '98) (Omnipress, Baltimore, MD, 1998).

    Google Scholar 

  73. P. Timmers, Business models for electronic markets, Electronic Markets 8(2) (1998) 3–8.

    Google Scholar 

  74. S.L. Deck, CRM made simple, CIO Magazine (2001) 104–112.

  75. C. Upson, T. Faulhaber, Jr., D. Kamins, D. Laidlaw, D. Schlegel, J. Vroom, R. Gurwitz and A. van Dam, The application visualization system: A computational environment for scientific visualization, IEEE Computer Graphics and Applications 9(4) (July 1989) 30–42.

    Google Scholar 

  76. J. Swan, S. Newell and M. Robertson, Knowledge management – When will people management enter the debate? in: 34th Hawai'i International Conference on System Sciences (IEEE Computer Society Press, Maui, HI, 2000).

    Google Scholar 

  77. L. Argote, P. Ingram, J.M. Levine and R.L. Moreland, Knowledge transfer in organizations: Learning from the experience of others, Organizational Behavior and Human Decision Processes 82(1) (May 2000) 1–8.

    Google Scholar 

  78. T. Erickson and W.A. Kellogg, Social translucence: An approach to designing systems that support social processes, ACM Transactions on Computer–Human Interaction 7(1) (March 2000) 59–83.

    Google Scholar 

  79. A.K. Gupta and V. Govindarajan, Knowledge flows within multinational corporations, Strategic Management Journal 21(4) (2000) 473–496.

    Google Scholar 

  80. C.W. Holsapple and K.D. Joshi, Organizational knowledge resources, Decision Support Systems 31(1) (May 2001) 39–54.

    Google Scholar 

  81. I. Nonaka, A dynamic theory of organizational knowledge creation, Organization Science 5(1) (February 1994) 14–37.

    Google Scholar 

  82. I. Nonaka, H. Takeuchi and H. Takeuchi, The Knowledge-Creating Company: How Japanese Companies Create the Dynamics of Innovation (Oxford University Press, New York, 1995).

    Google Scholar 

  83. J.F. Nunamaker, Jr., N.C. Romano, Jr. and R.O. Briggs, Increasing intellectual bandwidth: Generating value from intellectual capital with information technology, Group Decision and Negotiation 11(2) (March 2002) 69–86.

    Google Scholar 

  84. G. Freidman, M. Freidman, C. Chapman and J. Baker, The Intelligence Edge: How to Profit in the Information Age (Crown Publishing, New York, 1997).

    Google Scholar 

  85. J.A. Sena and A.B. Shani, Intellectual capital and knowledge creation: Towards an alternative framework, in: Knowledge Management Handbook, ed. J. Liebowitz (CRC Press, Boca Raton, FL, 1999) Ch. 8, pp. 8-1–8-16.

    Google Scholar 

  86. Anonymous, Communication, regulation and the law, Communication Abstracts 21(1) (February 1998) 48–58.

  87. C.J.A.R. Bennett and C.D., The adequacy of privacy: The European Union data protection directive and the North American response, Information Society 13(3) (July–September 1997) 245–263.

    Google Scholar 

  88. M. Fjetland, Global commerce and the privacy clash: There are critical gaps in the privacy rights laws of Europe and the United States that pose a major challenge to companies embracing global commerce, Information Management Journal 36(1) (January/February 2002) 54–57.

    Google Scholar 

  89. G. Greenleaf, IP, phone home: The uneasy relationship between copyright and privacy, illustrated in the laws of Hong Kong and Australia, Hong Kong Law Journal 32(1) (2001).

  90. J. Klosek, Data Privacy in the Information Age (Quorum Books, Westport, CN, 2000).

    Google Scholar 

  91. E. Morphy, How International Privacy Laws Can Affect CRM (2001), CRMDaily.com online at: http://crmdaily.com/perl/story/13878.html.

  92. Europe's Privacy Laws Cause Rift with US (Associated Press, October 30, 1998), online at http:// www.freep.com/tech/qdata30.htm.

  93. H.J. Smith, Information privacy and marketing: What the US should (and shouldn't) learn from Europe, California Management Review 43(2) (Winter 2001) 8–32.

    Google Scholar 

  94. B. Katzy, R. Evaristo and I. Zigurs, Knowledge management in virtual projects: A research agenda, in: 33rd Annual Hawai'i International Conference on System Sciences (IEEE Computer Society Press, Maui, HI, 2000).

    Google Scholar 

  95. J.F.J. Nunamaker, R.O. Briggs and G.-J. de Vreede, Value creation technology: Changing the focus to the group, in: Information Technology and the Future Enterprise: New Models for Managers, eds. A.G.D. Gary and G.W. Dickson (Pearson Education, Edinburgh Gate, Harlow, Essex, UK, 2001).

    Google Scholar 

  96. J.F.J. Nunamaker, N.C.J. Romano and R.O. Briggs, Increasing intellectual bandwidth: An integrated framework of kmst and Cst, in: Group Decision and Negotiation (Delft University of Technology, University of La Rochelle, La Rochelle, France, 2001).

    Google Scholar 

  97. S.R. Hiltz and M. Turoff, Virtual meetings: Computer conferencing and distributed group support, in: Computer Augmented Teamwork, eds. R.P. Bostrom, R.T. Watson and S.T. Kinney (Van Nostrand Reinhold, New York, 1992) pp. 67–85.

    Google Scholar 

  98. M.J. McQuaid, R.O. Briggs, D. Gillman, R. Hauck, C. Lin, D.D. Mittleman, J.F. Nunamaker, Jr., M. Ramsey and N.C. Romano, Jr., Tools for distributed facilitation, in: 38rd Annual Hawai'i International Conference on System Sciences (IEEE Computer Society Press, Maui, HI, 2000).

    Google Scholar 

  99. J.F. Nunamaker, Jr., Future research in group support systems: What is needed, some questions and possible directions? International Journal of Human Computer Studies 47 (1997) 357–385.

    Google Scholar 

  100. J. Steuer, Defining virtual reality: Dimensions determining telepresence, in: Communication in the Age of Virtual Reality, eds. F. Biocca and M.R. Levy (Lawrence Erlbaum, Hillsdale, NJ, 1995) pp. 33–56.

    Google Scholar 

  101. R. Stuart, The Design of Virtual Environments (McGraw-Hill, New York, 1996).

    Google Scholar 

  102. M.E. Warkentin, L. Sayeed and R. Hightower, Virtual teams versus face-to-face teams: An exploratory study of a web-based conference system, Decision Sciences 28(4) (1997) 975–996.

    Google Scholar 

  103. A. Parasuraman and D. Grewal, The impact of technology on the quality–value–loyalty chain: A research agenda, Journal of the Academy of Marketing Science 28(1) (Winter 2000) 168–174.

    Google Scholar 

  104. N.C. Romano, Jr., J. Shapiro and B. Mittal, Emergent Internet technologies for relationship marketing: Assessing the buyer's perspective, Working paper under review at Journal of Marketing Research.

  105. O.K. Ngwenyama and A.S. Lee, Communication richness in electronic mail: Critical social theory and the contextuality of meaning, Management Information Systems Quarterly 21(2) (June 1997) 145–167.

    Google Scholar 

  106. M. Shin, Habermas' communicative theory of action and the internet marketing communication effectiveness: The case of direct e-mail vs. banner advertisement, in: 5th Americas Conference on Information Systems (Omnipress, Milwaukee, WI, 1999).

    Google Scholar 

  107. R.E. Rice and G. Love, Electronic emotion: Socioemotional content in a computer mediated network, Communication Research 14(1) (1987) 85–108.

    Google Scholar 

  108. J. Short, E. Williams and B. Christie, The Social Psychology of Telecommunications (Wiley, London, UK, 1976).

    Google Scholar 

  109. M. Cole, R.M. O'Keefe and H. Siala, From the user interface to the consumer interface, Information Systems Frontiers 1(4) (1999) 349–361.

    Google Scholar 

  110. M.J. Culnan and P.K. Armstrong, Information privacy concerns, procedural fairness, and impersonal trust: An empirical investigation, Organization Science 10(1) (January/February 1999) 104–115.

    Google Scholar 

  111. C. Liu and K. Arnett, Assessing the customer behavior intentions on the web: A research model, in: 5th Americas Conference on Information Systems (Omnipress, Milwaukee, WI, 1999).

    Google Scholar 

  112. I. Phau and S.M. Poon, Factors influencing the types of products and services purchased over the Internet, Internet Research 10(2) (2000) 102–113.

    Google Scholar 

  113. C. Sohn, The properties of internet-based markets and customers' behavior, in: 5th Americas Conference on Information Systems (Omnipress, Milwaukee, WI, 1999).

    Google Scholar 

  114. T.J. Strader and G. Hackbart, Introduction tomarketing and consumer behavior in electronic markets, in: Americas Conference on Information Systems (Omnipress, Long Beach, CA, 2000).

    Google Scholar 

  115. N. Sukpanich and L. Chen, Antecedents of desirable consumer behaviors in electronic commerce, in: 5th Americas Conference on Information Systems (Omnipress, Milwaukee, WI, 1999).

    Google Scholar 

  116. H. van der Heijden, T. Verhagen and M. Creemers, Predicting online purchase behavior: Replications and test of competing models, in: Hawai'i International Conference on Systems Sciences (HICSS-34) (IEEE Computer Society Press, Maui, HI, 2001).

    Google Scholar 

  117. A. Vellido, P.J.G. Lisboa and K. Meehan, Quantitative characterization and prediction of on-line purchasing behavior: A latent variable approach, International Journal of Electronic Commerce 4(4) (Summer 2000).

  118. J.F. Nunamaker, Jr., A.R. Dennis, J.S. Valacich, D.R. Vogel and J.F. George, Electronic meeting systems to support group work: Theory and practice at Arizona, Communications of the ACM 34(7) (1991) 40–61.

    Google Scholar 

  119. J.F. Nunamaker, Jr., R.O. Briggs, D.D. Mittleman and P.B. Balthazard, Lessons from a dozen years of group support systems research: A discussion of lab and field findings, Journal of Management Information Systems 13(3) (1996–1997) 163–207.

    Google Scholar 

  120. E. Dyson, Release 2.0. Design for Living in the Digital Age (Broadway Books, New York, 1997).

    Google Scholar 

  121. J. Gallaugher, Challenging the new conventional Wisdom of net commerce strategies (industry trend or event), Communications of the ACM 42(7) (1999) 27–29.

    Google Scholar 

  122. S. Bellman, G.L. Lohse and E.J. Johnson, Predictors of online buying behavior, Communications of the ACM 42(12) (1999) 32–38.

    Google Scholar 

  123. D. Selz and P. Schubert, Web assessment – A model for the evaluation and the assessment of successful electronic commerce applications, Electronic Markets 7(3) (1997) 46–48.

    Google Scholar 

  124. C.F. Ho and W.S. Wu, Antecedents of customer satisfaction on the Internet: An empirical study of online shopping, in: 32nd Annual Hawai'i International Conference on System Sciences (IEEE Computer Society Press, Maui, HI, 1999).

    Google Scholar 

  125. R. Giner-Sorolla, M.T. Garcia and J.A. Bargh, The automatic evalutation of pictures, Social Cognition 17(1) (1999) 76–96.

    Google Scholar 

  126. N.C. Romano, Jr., C. Bauer, H. Chen and J.F. Nunamaker, Jr., The mindmine comment analysis tool for collaborative attitude solicitation, analysis, sense-making and visualization, in: 33rd Annual Hawai'i International Conference on System Sciences (IEEE Computer Society Press, Maui, HI, 2000).

    Google Scholar 

  127. D.O. Kundisch, Building Trust – The Most Important CRM Strategy, Universität Augsburg Lehrstuhl für Betriebswirtschaftslehre mit Schwerpunkt Wirtschaftsinformatik 86135 Augsburg Diskussionspapier WI-100, ed. H.O. Buhl (October 2001).

  128. P.J. Ambrose and G.J. Johnson, A trust based model of buying behavior in electronic retailing, in: Americas Conference on Information Systems (AIS '98) (Omnipress, Baltimore, MD, 1998).

    Google Scholar 

  129. R.K.K. Fung and M.K.O. Lee, EC-trust (trust in electronic commerce): Exploring the antecedent factors, in: 5th Americas Conference on Information Systems (Omnipress, Milwaukee, WI, 1999).

    Google Scholar 

  130. D.L. Hoffman, T.P. Novak and M. Peralta, Building consumer trust online, Communications of the ACM 42(4) (1999).

  131. S. Jarvenpaa, N. Tractinsky and M. Vitale, Consumer trust in an internet store: A cross-cultural validation, Journal of Computer-Mediated Communication 5(2) (1999) Part 1.

  132. S. Jarvenpaa, N. Tractinsky and M. Vitale, Consumer trust in an internet store, Information Technology and Management Journal 1(1–2) (2000) 45–71.

    Google Scholar 

  133. K. Kim and B. Prabhakar, Initial trust, perceived risk, and the adoption of Internet banking, in: International Conference on Information Systems (ICIS-2000), Brisbane, Australia (2000).

  134. A. Kini and J. Choobineh, Trust in electronic commerce: Definition and theoretical considerations, in: 32nd Annual Hawai'i International Conference on System Sciences (IEEE Computer Society Press, Kona Coast, HI, 1998).

    Google Scholar 

  135. D.W. Manchala, E-commerce trust metrics and models, IEEE Internet Computing 4(2) (March/April 2000) 36–44.

    Google Scholar 

  136. D.H. McKnight, V. Choudhury and C. Kacmar, Trust in E-commerce vendors: A two-stage model, in: International Conference on Information Systems (ICIS-2000), Brisbane, Australia (2000).

  137. D.H. McKnight and N. Chervany, What is trust? A conceptual analysis and an interdisciplinary model, in: Americas Conference on Information Systems (AIS 2000) (Omnipress, Long Beach, CA, 2000).

    Google Scholar 

  138. D.H. McKnight and N.L. Chervany, Conceptualizing trust: A typology and E-commerce customer relationships model, in: 34th Annual Hawai'i International Conference on System Sciences (IEEE Computer Society Press, Maui, HI, 2001).

    Google Scholar 

  139. D.H. McKnight and N.L. Chervany, While trust is cool and collected, distrust is fiery and frenzied: A model of distrust concepts, in: 7th Americas Conference on Information Systems (Omnipress, Boston, MA, 2001).

    Google Scholar 

  140. D.H. McKnight and N.L. Chervany,What trust means in E-commerce customer relationships: An interdiscilinary concpetual typology, International Journal of Electronic Commerce 6(3) (Winter 2002) 35–60.

    Google Scholar 

  141. R.C. Solomon, Ethics and Excellence (Oxford University Press, Oxford, UK, 1992).

    Google Scholar 

  142. C.J. Bennett and R. Grant, Visions of Privacy, Policy Choices for the Digital Age (University of Toronto Press, Toronto, ON, 1999).

    Google Scholar 

  143. C. Liu and K.P. Arnett,WWW privacy policies in large and small business enterprises: Do they ease privacy concerns? in: 7th Americas Conference on Information Systems (Omnipress, Boston, MA, 2001).

    Google Scholar 

  144. J.M. Su and D. Manchala, Building trust for distributed commerce transactions, in: 17th International Conference on Distributed Computing Systems (IEEE Computer Society Press, Los Alamitos, CA, 1997) 322–329.

    Google Scholar 

  145. K. Chen and H. Sockel, Enhancing visibility of business web sites: A study of cyber-interactivity, in: 7th Americas Conference on Information Systems (Omnipress, Boston, MA, 2001).

    Google Scholar 

  146. J.R. Coyle and E. Thorson, The effects of progressive levels of interactivity and vividness in web marketing sites, Journal of Advertising 30(3) (2001) 65–78.

    Google Scholar 

  147. J. Deighton, The future of interactive marketing, Harvard Business Review 74(6) (November/ December 1996) 151–152.

    Google Scholar 

  148. J. Dysart, Interactivity: The web's new standard, netWorker 2(5) (1998) 30–37.

    Google Scholar 

  149. S. Ghose and W. Dou, Interactive functions and their impacts on the appeal of Internet presence sites, Journal of Advertising Research 38(2) (March/April 1998) 29–45.

    Google Scholar 

  150. B.L. Massey, Market-based predictors of interactivity at Southeast Asian online newspapers, Internet Research 10(3) (2000) 227–237.

    Google Scholar 

  151. D. Nel, R. van Nekerk, J. Berthon and T. Davies, Going with the flow: Web sites and customer involvement, Internet Research 9(2) (1999) 109–116.

    Google Scholar 

  152. N. Sukpanich and L. Chen, Interactivity as the driving force behind E-commerce, in: Americas Conference on Information Systems (AMCIS 2000) (Omnipress, Long Beach, CA, 2000).

    Google Scholar 

  153. J.D. Wells, W.L. Fuerst and J. Choobineh, Managing information technology (IT) for one-to-one customer interaction, Information and Management 35(1) (1999) 53–62.

    Google Scholar 

  154. J.D. Wells and W.L. Fuerst, Domain-oriented interface metaphors: Designing web interfaces for effective customer interaction, in: 34th Hawai'i International Conference on System Sciences (IEEE Computer Society Press, Maui, HI, 2000).

    Google Scholar 

  155. R.L. Daft and R.H. Lengel, Information richness: A new approach to managerial behavior and organization design, Research in Organizational Behavior 6 (1984) 191–233.

    Google Scholar 

  156. A.S. Lee, Electronic mail as a medium for rich communication: An empirical investigation using hermeneutic interpretation, Management Information Systems Quarterly 18(2) (June 1994) 143– 157.

    Google Scholar 

  157. M.L. Markus, Is Information Richness Theory Rich Enough? (Anderson Graduate School of Management, UCLA, 1991).

  158. M.S. Poole and M.H. Jackson, Communication theory and group support systems, in: Group Support Systems: New Perspectives, eds. L.M. Jessup and J.S. Valacich (Macmillan, New York, 1993) pp. 281–293.

    Google Scholar 

  159. J. Cunningham, Action Research and Organizational Development (Praeger, Westport, CT, 1993).

    Google Scholar 

  160. F. Lau, A review on the use of action research in information systems studies, in: Information Systems and Qualitative Research, eds. A.S. Lee, J. Liebenau and J.I. DeGross (Chapman & Hall, London, UK, 1997) pp. 31–68.

    Google Scholar 

  161. D.D. Mittleman et al., Lessons learned from synchronous distributed GSS sessions: Action research at the US navy third fleet, in: The 10th EuroGDSS Workshop, Faculty of Technology, Policy and Management, Delft Univeristy of Technology, Copenhagen, Denmark (1999).

    Google Scholar 

  162. N.C.J. Romano et al., Distributed GSS facilitation and participation: Field action research, in: 32nd Annual Hawai'i International Conference on System Sciences (IEEE Computer Society Press, Maui, HI, 1999).

    Google Scholar 

  163. W. Carr and S. Kemmis, Becoming Critical: Education, Knowledge and Action Research (Deakin University, Geelong, 1986).

    Google Scholar 

  164. N. Kock, R. McQueen and J. Scott, Can action research be made more rigorous in a positivist sense? The contribution of an iterative approach, Journal of Systems and Information Technology 1(1) (1997) 1–24.

    Google Scholar 

  165. D. Báthory-Kitsz, Web Accessibility of the Presidential Candidate Sites (Orbit Access, 1999).

  166. M. Bray and C. Flowers, Web accessibility of community colleges' web pages, Community College Journal of Research and Practice (in press).

  167. C. Flowers and M. Bray, Individuals with disabilities and the World Wide Web: Accessibility at institutions of higher education, in: WebNet World Conference (Association of Advancement of Computers in Education, San Antonio, TX, 2000).

    Google Scholar 

  168. C.P. Flowers, M. Bray and R.F. Algozzine, Accessibility of schools and colleges of education home pages for students with disabilities, College Student Journal 34(4) (December 2000) 550–556.

    Google Scholar 

  169. F. Flowers, M. Bray and R. Algozzine, Accessibility of special education program home pages, Journal of Special Education Technology 14(2) (1999).

  170. N.C. Romano, Jr., Customer relationship management for the web-access challenged: Inaccessibility of the fortune 100 business web sites, in: 35th Annual Hawai'i International Conference on Systems Sciences (IEEE Computer Society Press, Kona, HI, 2002).

    Google Scholar 

  171. N.C. Romano, Jr., Customer relationship management for the web-access challenged: Inaccessibility of the fortune 250 business web sites, International Journal of Electronic Commerce, forthcoming.

  172. N.C.J. Romano, Web site accessibility: A survey of is associations, organizations and conferences, in: ISOneWorld Conference, Las Vegas, NV (2002).

  173. A. Schmetzke, Web Page Accessibility at Twenty-Four US Universities: 2000 Survey Data, University of Wisconsin-Stevens Point (2000).

  174. J. Rowley, Retailing and shopping on the internet, Internet Research: Electronic Networking Applications and Policy 6(1) (1996) 81–91.

    Google Scholar 

  175. G.K. White and B.J. Manning, Commercial WWW site appeal: How does it affect online food and drink consumers' purchasing behavior? Internet Research 8(1) (1998) 32–38.

    Google Scholar 

  176. F.D. Davis, Perceived usefulness, perceived ease of use, and user acceptance of information technology, MIS Quarterly (September 1989) 319–340.

  177. F.D. Davis, R.P. Bagozzi and P.R. Warshaw, User acceptance of computer technology: A comparison of two theoretical models, Management Science 35(8) (1989) 982–1003.

    Google Scholar 

  178. T. Fenech, Using perceived ease of use and perceived usefulness to predict acceptance of the World Wide Web, Computer Networks and ISDN Systems 30(1–7) (April 1998) 629–630.

    Google Scholar 

  179. H. Li, C. Kuo and M. Russell, The impact of perceived channel utilities, shopping orientations, and demographics on the consumer's online buying behavior, Journal of Computer-Mediated Communication 5(2) (1995).

  180. T.-P. Liang and H.-J. Lai, Discovering user interests from web browsing behavior: An application to Internet news services, in: 35th Annual Hawai'i International Conference on Systems Sciences (IEEE Computer Society Press, Kona, HI, 2002).

    Google Scholar 

  181. R.E. Pereira, Factors influencing consumer purchasing behavior in electronic commerce, in: Americas Conference on Information Systems (AIS '98) (Omnipress, Baltimore, MD, 1998).

    Google Scholar 

  182. J. Palmer, J. Kallio, T. Saarinen, M. Tinnila, V.K. Tuunainen and E. van Heck, Online grocery shopping around the world: Examples of key business models, Communications of the AIS (CAIS) 4 (September 2000).

  183. E.B. Kim, S.B. Eom and S. Uoo, Effective user interface design for online stores in the Asia Pacific region: A survey study, in: 7th Americas Conference on Information Systems (Omnipress, Boston, MA, 2001).

    Google Scholar 

  184. J. Kim, Toward the construction of customer interfaces for cyber shopping malls, International Journal for Electronic Markets 7(2) (1997).

  185. G. Lohse and P. Spiller, Internet retail store design: How the user interface influences traffic and sales, Journal of Computer-Mediated Communication 5(2) (1999).

  186. G.L. Loshe and P. Spiller, Quantifying the effect of user interface design features on cyber store traffic and sales, in: CHI'98 Conference (ACM Press, Los Angeles, CA, 1998).

    Google Scholar 

  187. A. Miller, Integrating human factors in customer support systems development using a multi-level organisational approach, in: CHI'96, University of Paderborn, Germany (Association for Computing Machinery, 1996).

    Google Scholar 

  188. R.M. O'Keefe, M. Cole, P.Y.K. Chau, A. Massey, M. Montoya-Weiss and M. Perry, From the user interface to the consumer interface: Results from a global experiment, International Journal of Human Computer Studies 52(4) (October 2000) 611–628.

    Google Scholar 

  189. J. Fjermestad and S.R. Hiltz, An assessment of group support systems experimental research: Methodology and results, Journal of Management Information Systems 15(3) (1998–1999) 7–149.

    Google Scholar 

  190. M. Alavi and P. Carlson, A review of MIS research and disciplinary method, Journal of management Information Systems 8(4) (Spring 1993) 45–62.

    Google Scholar 

  191. R. Galliers (ed.), Information Systems Research: Issues, Methods, and Practical Guidelines (Blackwell Scientific Publications, Oxford, UK, 1992).

    Google Scholar 

  192. R.D. Galliers, Choosing information systems research approaches, in: Information Systems Research, ed. R.D. Galliers (Blackwell Scientific Publications, Oxford, 1992) pp. 144–162.

    Google Scholar 

  193. J.C. Greene, V.J. Caracelli and W.F. Graham, Toward a conceptual framework for mixed-method evaluation designs, Educational Evaluation and Policy Analysis 11(3) (1989) 255–273.

    Google Scholar 

  194. Jenkins, Research methodologies and MIS research, in: Research Methods in Information Systems, eds. E. Mumford, R. Hirshheim, G. Fitzgerald and T. Woodharper (North-Holland, Amsterdam, 1985).

  195. C.M. Judd, Combining process and outcome evaluation, in: Multiple Methods in Program Evaluation, eds. M.M. Mark and R.L. Shotland (Jossey-Bass, San Francisco, CA, 1987) pp. 23–41.

    Google Scholar 

  196. E. Mumford et al. (eds.), Research Methods in Information Systems (North-Holland, New York, 1985).

  197. H.-E. Nissen, H.K. Klein and R.A. Hirschheim (ed.), Information Systems Research: Contemporary Approaches and Emergent Traditions (North-Holland, Amsterdam, 1991).

  198. J.F. Nunamaker, Jr., H. Chen and T.D.M. Purdin, Systems development in information systems research, Journal of Management Information Systems 7(3) (1990–1991) 89–106.

    Google Scholar 

  199. L.M. Smith and P.F. Kleine, The whole is greater: Combining qualitative and quantitative approaches in evaluation studies, in: Naturalistic Evaluation. New Directions for Program Evaluation, ed. D. Williams (Jossey Bass, Inc., San Francisco, CA, 1986) pp. 37–54.

    Google Scholar 

  200. J. Brewer and A. Hunter, Multimethod Research: A Synthesis of Style (Sage, Newbury Park, CA, 1989).

    Google Scholar 

  201. L.M. Smith and P.F. Kleine, The whole is greater: Combining qualitative and quantitative approaches in evaluation studies, in: New Directions for Program Evaluation, ed. D. Williams (Jossey Bass, Inc., San Francisco, CA, 1986) pp. 37–54.

    Google Scholar 

  202. A. Tashakkori and C. Teddlie, Mixed Methodology: Combining Qualitative and Quantitative Approaches (Sage, Thousand Oaks, CA, 1998).

    Google Scholar 

  203. T.D. Cook, L.C. Leviton and W.R. Shadish, Program evaluation, in: Handbook of Social Psychology, eds. G. Lindzey and E. Aronson (Random House, New York, 1985) pp. 699–777.

    Google Scholar 

  204. S.C. Currall et al., Combining qualitative and quantitative methodologies to study group processes: An illustrative study of a corporate board of directors, Organizational Research Methods 2(1) (1999) 5–36.

    Google Scholar 

  205. I. Newman and C.R. Benz, Qualitative–Quantitative Research Methodology: Exploring the Interactive Continuum (University of Illinois Press, Carbondale, IL, 1998).

    Google Scholar 

  206. C.S. Reichardt and S.F. Rallis, Qualitative and quantitative inquiries are not incompatible: A call for a new partnership, in: The Qualitative–Quantitative Debate, eds. C.S. Reichardt and S.F. Rallis (New Perspectives, New York, 1994) pp. 85–92.

    Google Scholar 

  207. D.R. Firth, The organizing vision for Customer Relationship Management, in: 7th Americas Conference on Information Systems (Omnipress, Boston, MA, 2001).

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Department of Management Science and Information Systems, College of Business, Oklahoma State University, 700 North Greenwood Avenue, Tulsa, OK, 74172, USA

    Nicholas C. Romano Jr.

  2. School of Management, Information Systems Department, Center for Pervasive Information Technology, New Jersey Institute of Technology, University Heights, Newark, NJ, 07102, USA

    Jerry Fjermestad

Authors
  1. Nicholas C. Romano Jr.
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Jerry Fjermestad
    View author publications

    You can also search for this author in PubMed Google Scholar

Rights and permissions

Reprints and permissions

About this article

Cite this article

Romano, N.C., Fjermestad, J. Electronic Commerce Customer Relationship Management: A Research Agenda. Information Technology and Management 4, 233–258 (2003). https://doi.org/10.1023/A:1022906513502

Download citation

  • Issue Date:

  • DOI: https://doi.org/10.1023/A:1022906513502

Search

Navigation