This study focuses on the linkage between sustainability and customer relationship management. These two topics are extensively investigated by scholars. However, their possible link is still unclear in the extant literature. In fact, there is scant scientific knowledge on how customer relationship management relates to sustainable practices both within firms and in business relationships. This is an exploratory study on the relationship between these two phenomena, conducted with bibliometric analysis. Findings provide an accurate overview of the investigated topic by trying to understand the state of the art. Moreover, theoretical, managerial and also policymakers implications are reported. Finally, a research agenda has been outlined to guide future studies on the link between sustainability and customer relationship management.

Linking Sustainability and Customer Relationship Management: A Bibliometric Analysis

CINTI ALESSANDRO
;
SABATINI ANDREA
2022-01-01

Abstract

This study focuses on the linkage between sustainability and customer relationship management. These two topics are extensively investigated by scholars. However, their possible link is still unclear in the extant literature. In fact, there is scant scientific knowledge on how customer relationship management relates to sustainable practices both within firms and in business relationships. This is an exploratory study on the relationship between these two phenomena, conducted with bibliometric analysis. Findings provide an accurate overview of the investigated topic by trying to understand the state of the art. Moreover, theoretical, managerial and also policymakers implications are reported. Finally, a research agenda has been outlined to guide future studies on the link between sustainability and customer relationship management.
978-88-943918-8-6
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11566/309977
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