E-CRM: Three Decades of A Bibliometric Networks Visualizing of Academic Publication

Abstract

Research on E-CRM continues to develop but is limited to one country and/or one field. From a bibliometric standpoint, this study aims to visually research mapping and research trends in the field of E-CRM on an international scale. This study used bibliometric techniques with secondary data from Scopus. Analyze and visualize data using the VOSViewer tool and analyzing the results of the search function on Scopus. This study analyzed 306 scientific documents published from 1979 to 2019. According to research, the New Jersey Institute of Technology and Fjermestad, J., have the most active institutions and individual scientists in E-CRM research. Business, Management and Accounting; and “Lecture Notes in Computer Science Including Subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics” were the most researched and disseminated areas. There are three categories of maps of collaborative researchers from around the world. Based on the identification of a collection of knowledge created from over thirty years of publication, this research proposes a grouping of E-CRM publication themes: Website, Information management, Customer service, Customer relationship, Application of public relation, customer satisfaction, and Element of marketing, abbreviated as WICCACE publication themes.