电子商务客户关系管理【外文翻译】

《电子商务客户关系管理【外文翻译】》由会员上传分享，免费在线阅读，更多相关内容在应用文档-天天文库。

1、外文翻译原文ElectronicCommerceCustomerRelationshipManagementMaterialSource：InformationTechnologyandManagementAuthor:NICHOLASC.ROMANOElectronicCommerce(EC),coinedbyKalakotaandWhinston,continuestobeasignificant,pervasiveissueforbothenterprisesandcustomers.Furthermore,theya

2、rticulatedasbeingcomprisedofthreerelationshiptypes:thosebetweenenterprisesandcustomers;thosebetweenandamongenterprises;andthoseinternaltoenterprises.Inthispaperwefocusonrelationshipsbetweenenterprisesandcustomers.However,itshouldbenotedthatasignificantamountofresea

3、rchintraditionalMarketChannelshasbeendoneandisunderway.Fundamentallye-CRMconcernsattractingandkeepingeconomicallyvaluablecustomersandrepellingandeliminatingeconomicallyinvaluableones.Keenassertsweareonthethresholdofashiftfromatransaction-basedeconomytoarelationship

4、basedeconomy.TheincreasingimportanceoffosteringandmanagingcustomerrelationshipsinECisthemotivationforthispaper.e-CRMknowledgemanagement;e-CRMtechnologyande-CRMhumanfactors.Eachmajorareaiscomposedofminorones,duetothecomplexityandrichnessofe-CRMissuesresearchersarecu

5、rrentlystudyingandthatweassertneedtostudyinthefuture.Inourassessmentofe-CRMresearch[12]weclassified369e-CRMarticlesintermsofeachofthefiveresearchareasthatapplied.Theresultsshownintable1revealtwoimportantcharacteristicsofthislargebodyofe-CRMliterature.First,table1il

6、lustratesthateachofthesefiveresearchareasisdiscussedwithinalargepercentageofthepapersinthebodyofe-CRMliterature.Thislendssupporttoourassertionthattheseareimportantareastothee-CRMresearchcommunityatlarge.Second,table1illustratestherelativepopularitiesofthefiveresear

7、chareasandthusrevealspotentialgapswhereadditionalresearchmaybewarranted.Themostpopularareawastechnology,with301ofthe369(82%)papers.Thesecondmostpopulartopicwashumanfactors,with270ofthe369(73%)7papers.Nextinpopularitywerethetopicsorbusinessmodelsandmarkets(190,51%).

8、Theleastpopulartopicwasknowledgemanagement.Clearlyknowledgemanagementisanareathatwarrantsfurthere-CRMresearch.Inourresearchassessmentwealsocodedt