A Bibliometric Review of Research Trends in Social CRM

摘要：

　　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.

关键词： social customer relationship management (social CRM) bibliometrics social media co-citation network

作者: Jiangping Wan Leqi Xie

作者单位: School of Business Administration, South China University of Technology, Guangzhou, China

会议类型: 国际会议

会议名称: The Seventeenth Wuhan International Conference on E-Business(第17届武汉电子商务国际会议)

会议地点: 武汉

会议语种:英文

页码: 358-365

在线出版日期: 2018-05-25（万方平台首次上网日期，不代表论文的发表时间）