Business Process Management Journal: Volume 13 Issue 6

Mobile customer relationship management: an exploratory analysis of Italian applications

Marta Valsecchi, Filippo Maria Renga, Andrea Rangone

The paper's aims are to estimate the size of the Italian market for mobile customer relationship management (mCRM) services and to try to evaluate some benefits that can be…

Mobile customer relationship management: underlying issues and challenges

Jaakko Sinisalo, Jari Salo, Heikki Karjaluoto, Matti Leppäniemi

The purpose of this study is twofold. First, in order to guarantee a coherent discussion about mobile customer relationship management (mCRM), this paper presents a…

Internet vs mobile banking: comparing customer value perceptions

Tommi Laukkanen

The aim of the paper is to explore and compare customer value perceptions in internet and mobile banking. The purpose especially is to compare customer perceived value and value…

Contextual perceived value?: Investigating the role of contextual marketing for customer relationship management in a mobile commerce context

ThaeMin Lee, JongKun Jun

The purpose of this paper is to propose and validate the mobile commerce (MC) consumers' repurchase intention (RPI) model including technology acceptance model (TAM), customer…

SMS advertising, permission and the consumer: a study

Fatim Bamba, Stuart J. Barnes

This study aims to examine the phenomenon of consumers' willingness to give permission to receive short message service (SMS) advertisements. The purpose of this research is…

Mobilizing customer relationship management: A journey from strategy to system design

Ragnar Schierholz, Lutz M. Kolbe, Walter Brenner

The bursting of the e‐bubble affected expectations with regard to mobile initiatives and willingness to invest in them very negatively. Business managers request detailed and…

Mobile technology in field customer service: Big improvements with small changes

Matti Rossi, Virpi Kristiina Tuunainen, Marju Pesonen

The paper aims to look at the development of a mobile information system for a tobacco wholesaler in the Baltic region, focusing on understanding the issues involved in deploying…

The role and impact of business process management in enterprise systems implementation

Abdullah S. Al‐Mudimigh

The purpose of this paper is to investigate the role and impact of business process management (BPM) in successful enterprises system (ES) software package implementation.

Mobile customer relationship management: foundations, challenges and solutions

Ragnar Schierholz

Awards for Excellence