The DOI matches its Crossref record; 80 of the 80 references it cites were found in a registry or an index.
Customer relationship management: digital transformation and sustainable business model innovation
Open accessAbstract
The point of departure for this study is the understanding of customer relationship management (CRM) as a set of technological solutions key for efficient business management, the benefits of which, highlighted by previous works, are presented and defined here as crucial for entrepreneurial success. Of particular interest for this purpose are the existing studies on sustainability, which provide a viable research model to assess and validate the potential effect of each CRM component (sales, marketing, and services) on the three dimensions of sustainability (economic, environmental, and social). Upon confirmation of our hypotheses, the subsequent validation of such model should bring a better understanding of the way in which CRM-related benefits may increase the positive impact of its components on each dimension of sustainability. CRM can hence be considered a sort of Green IT, oriented toward digital transformation and sustainable business model innovation. Indeed, this research model may be the basis for a more specific methodology to measure the impact and benefits of applying CRM, understood, as we will contend, both in terms of sustainable business models and innovation.
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Cites
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Cited by
Azeem, M., Ahmed, M., Haider, S., & Sajjad, M. (2021) · Technology in Society · doi:10.1016/j.techsoc.2021.101635 · Cited by 668
Wang, J., Liu, Y., Wang, W., & Wu, H. (2023) · Journal of Cleaner Production · doi:10.1016/j.jclepro.2023.136954 · Cited by 303
Yin, S., Zhang, N., Ullah, K., & Gao, S. (2022) · Systems · doi:10.3390/systems10030072 · Cited by 242
Zhang, T., Shi, Z.-Z., Shi, Y.-R., & Chen, N.-J. (2022) · Economic Research-Ekonomska Istraživanja · doi:10.1080/1331677x.2021.1980731 · Cited by 218
Guerola-Navarro, V., Oltra-Badenes, R., Gil-Gomez, H., & Gil-Gomez, J. A. (2021) · Economic Research-Ekonomska Istraživanja · doi:10.1080/1331677x.2020.1836992 · Cited by 85
Self-citation
Metadata
- Authors
- Gil-Gomez, H., Guerola-Navarro, V., Oltra-Badenes, R., & Lozano-Quilis, J. A.
- Venue
- Economic Research-Ekonomska Istraživanja
- Publisher
- Informa UK Limited
- Published
- 2020-01-01
- Volume
- 33
- Issue
- 1
- Pages
- 2733-2750
- ISSN
- 1331-677X (ISSN-L)
- 1848-9664
- OpenAlex
- W3000794329
- Cited by
- 334
- References
- 80
- FWCI
- 38.46
- Type
- journal article
- Language
- en
- Open access
- hybrid
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
