Mobile customer relationship management : An explorative investigation of the italian consumer market

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Serval ID
serval:BIB_72A00F1A30DD
Type
Inproceedings: an article in a conference proceedings.
Collection
Publications
Institution
Title
Mobile customer relationship management : An explorative investigation of the italian consumer market
Title of the conference
Proceedings 4th International Conference on Mobile Business (ICMB)
Author(s)
Camponovo G., Pigneur Y., Rangone A., Renga F.
Publisher
IEEE Computer Society
Address
Sydney, Australia
ISBN
0-7695-2367-6
ISSN
1935-4908
Publication state
Published
Issued date
07/2005
Peer-reviewed
Oui
Pages
42-48
Language
english
Abstract
Mobile customer relationship management (CRM) services seem to have all the characteristics commonly associated with successful mobile services and have accordingly been predicted to be among the most promising. However, real development of this sector has not been well explored so far, especially in relation to the actual supply of mobile CRM services to the public. The purpose of this paper is to reduce this gap by giving a first snapshot of the current development of the supply of mobile CRM services to consumers taken in the context of the Italian market. In order to do so, it firstly proposes a conceptual framework indicating the relevant aspects to investigate for assessing this kind of environments: the market, value propositions, actors and issues. Then it applies this framework to get an overview of the supply of mobile CRM services in Italy and provides some empirical insight about its current development obtained through an exhaustive survey of the current supply of 750 services from 353 firms.
Web of science
Open Access
Yes
Create date
07/11/2009 17:18
Last modification date
20/08/2019 15:30
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