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A Bibliometric Review of Research Trends in Social CRM

By Jiangping Wan and Leqi Xie


Social customer relationship management (social CRM) is a relatively new domain, numerous studies have begun to emerge along the border between CRM and social media. This study uses the method of bibliometrics to sort out and analyze the development of social CRM study, and conducts statistical analysis and co-citation network of the literature sample. There has been a significant growth in the social CRM literature with America, China and England being the main contributors. The newest social CRM hotspots focus on the value creation and technical approach of social CRM. The research ideas and conclusions of this paper are of some enlightenment to the academic research and practical application of social CRM

Topics: social customer relationship management (social CRM), bibliometrics, social media, co-citation network
Publisher: AIS Electronic Library (AISeL)
Year: 2018
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