Mobile technology and communications: Exploring aspects of Customer Relationship Management

International Journal of Mobile Communications

Volumn 5, Issue 6, 2007, Pages 618-645

  Smith, Alan D ^a  

^a ROBERT MORRIS UNIVERSITY   (United States)

Author keywords

Bluetooth; CRM; Customer relationship management; Empirical; m commerce; Mobile technology

Indexed keywords

BLUETOOTH; EDUCATION; PROBLEM SOLVING; STATISTICAL METHODS;

CUSTOMER RELATIONSHIP MANAGEMENT (CRM); MOBILE TECHNOLOGY;

MOBILE TELECOMMUNICATION SYSTEMS;

EID: 34548722114     PISSN: 1470949X     EISSN: None     Source Type: Journal    
DOI: 10.1504/IJMC.2007.014178     Document Type: Article

References (29)

1. Anton, J. and Petouhoff, N. (2002) Customer Relations Management: The Bottom Line to Optimizing Your ROI. New Jersey, NJ: Prentice Hall.
2. Aungst, S. and Wilson, D. (2005) 'A primer for navigating the shoals of applying wireless technology to marketing problems', The Journal of Business and Industrial Marketing, Vol. 20, pp.59-72.
3. Bishop, C.M. (1995) Neural Networks for Pattern Recognition. Oxford, UK: Oxford University Press.
4. Cumming, S. (1993) 'Neural networks for monitoring of engine condition data', Neural Computing and Applications, Vol. 1, pp.96-102.
5. Balasubramanian, S., Peterson, RA. and Jarvenpaa, S. (2002) 'Exploring the implications of m-commerce for Markets and marketing', Academy of Marketing Science Journal.
6. Clarke, I. (2001) Assessing m-commerce oppotunities. New York, NY: Information Systems Management.
7. DeZoysa, S. (2001) 'Who do you trust? Should banks or mobile operators be entrusted with mcommerce security?', E-commerce focus. Telecommunications International. [Online], Available at: (http://findarticles.eom/p/articles/ mi_m0IUL/is_12_35/ai_81259098).
8. Dykes, P. (2001) 'Speeding along the m-way: the revenue model of mobile communications is changing as operators seek to leverage the business potential of wireless data', Communicate. [Online]. Available: (http:// findarticles.com/p/articles/mi_mOBKU/is_2001_Oct/ai_80158122).
9. Frolik, M. and Chen L. (2004) 'Assessing m-commerce opportunities', Information Systems Management, Vol. 21, pp.53-62.
10. Kamssu, A.J. (2005) 'Global connectivity through wireless network technology: a possible solution for poor countries', Int. J. Mobile Communications, Vol. 3, pp.249-262.
11. Kuchinas, S. (2004) 'Motorola tests m-commerce', Internetnews.com. [Online], Available at: (http://www.internetnews.com/ec-news/article.php/ 3421531).
12. Laukkanen, T. and Lauronen, J. (2005) 'Consumer value creation in mobile banking services', Int. J. Mobile Communications, Vol. 3, pp.325-338.
13. Mallat, N., Rossi, M. and Tuunainen, V. (2004) 'Mobile banking services' Communications of The ACM (Vol. 47) (pp.42-16). New York, NY: Association for Computing Machinery.
14. 'Ntt docomo to launch 'dcmx' mobile credit services' (2006) NTTDoCoMo [Online],. Available at: (http://www.nttdocomo.com/pr/2006/ 001260.html).
15. O'Brien, J. (2001) 'M-commerce off to a slow start', Zdnet [Online], Available at: (http://www.zdnet.com/zdnn/stories/comment/0,5859, 2671471,00.html).
16. Rask, M. and Dholakia, N. (2001) Next to the customer's heart and wallet: frameworks for exploring the emerging m-commerce arena (12th ed.). Chicago: Marketing Association. Conference Proceedings.
17. Sameer, K. (2002) 'Mobile commerce and the contact center', Customer Inter@ction Solutions [Online], Available at: (http://findarticles.eom/p/ articles/mi_qa3995/is_200211/ai_n9096757).
18. Sidener, J. (2005) 'M-commerce morphs; shopping by cell phone', Network Journal, Vol. 12, p.57.
19. Shugan, S. (2004) 'The impact of advancing technology on marketing and academic research', Marketing Science, Vol. 23, pp.469-477.
20. Smith, A.D. (2005) 'Reverse logistics and their affects on CRM and online behavior', VINE: The Journal of Information and Knowledge Management, Vol. 35, pp. 166-181.
21. Smith, A.D. (2006a) 'CRM and customer service: strategic asset or corporate overhead?', 2006 Handbook of Business Strategy, pp.87-93.
22. Smith, A.D. (2006b) 'Exploring security and comfort issues associated with online banking', Int. J. Electronic Finance, Vol. 1, pp. 18-48.
23. Smith, A.D. (2006c) 'Exploring m-commerce in terms of viability, growth, and challenges', Int. J. Mobile Communications, Vol. 4, pp.682-703.
24. Smith, A.D. (2006d) 'Supply chain management using electronic reverse auction: a multi-firm case study', Int. J. Services and Standards, Vol. 2, pp. 176-189.
25. Smith, A.D. and Lias, A.R. (2005) 'Identity theft and e-fraud as critical CRM concerns', Int. J. Enterprise Information Systems, Vol. 1, pp. 17-36.
26. Stafford, E. and Gillenson, M. (2003) 'Mobile commerce: what it is and what it could be?', Association for Computing Machinery. Communications of the ACM, Vol. 46, pp.33-34.
27. Suprateek, S. and Wells, J. (2003) 'Understanding mobile handheld device use and adoption', Association for Computing Machinery (Vol. 46). New York, NY: Communications of the ACM.
28. Koprivnikar, J. (2006, March 16) [Interview on the topic of Cingular Wireless' mobile technology investment and capabilities]. Unpublished raw data. Contact: +724-289-8009.
29. Gola, A. (2006) [Interview on the topic of Federated Investors management of virtual protected networks, mobile technology utilization, and CRM]. Unpublished raw data. Contact: +412-708-8559.