---------- Forwarded Message ---------- Subject: Call for Papers for A Special Issue on Customer Relationship Management in Information Systems Date: Fri, 24 Aug 2001 12:07:11 -0500 From: Nicholas-Romano Nicholas-Romano@DEV21.TCOM.OKSTATE.EDU To: ISWORLD@LISTSERV.HEANET.IE

Call for Papers for A Special Issue on Customer Relationship Management in Information Systems BUSINESS PROCESS MANAGEMENT JOURNAL

Electronic Commerce (eCommerce) is a significant, pervasive issue for enterprises and consumers. eCommerce is comprised of three relationship types: those between and among members within enterprises; those between enterprises and customers; and those between and among enterprises. It is the second type that this special issue of BPMJ addresses.

In short Customer Relations Management (CRM) involves an enterprise attracting and maintaining relationship with its "Economically Valuable" customers, while at the same time repelling and eliminating those that prove to be "Economically Invaluable". The increasing emphasis on establishing and managing all types of eCommerce business relationships, but especially those between enterprises and customers is the theme of this special issue.

Papers are invited for a special issue of the Business Process Management Journal (BPMJ) on 'Customer Relationship Management in Information Systems' . The aim is to publish original work highlighting various issues regarding conceptual and analytical models, business models and strategic frameworks, experimental studies, action research, surveys, and case studies focusing on the tools/techniques, justification, design and affects on consumer behavior and electronic markets are welcome from both the academic and industrial community. Contributed papers may deal with, but are not limited to:

Customer Profiles, Knowledge Elicitation and Creation Customer Trust, Confidence, Loyalty, and Privacy Collaborative Customer Relationship Management CRM Business and Strategic Models Technological Issues Human Factors and Interface Issues Application of IS theories and Models to CRM Systems Customer Value-added Measurement and Instrument Development Cultural and National CRM Issues Customer Services, Complaints and Satisfaction Evolution and Status of CRM Research and Practice

A 300-word proposal should be sent, for guidance on appropriateness, to the guest editor by e-mail. Closing date for receipt of proposals is March 15th, 2002.

Manuscripts should be 3000-5000 words in length, single-spaced and in A4 Word format. All contributions are subjected to a double-blind review. There should be a separate title page giving the names, affiliations, email addresses and full postal addresses of all authors. Manuscripts, following the BPMJ guidelines (http://www.emeraldinsight.com/bpmj.htm), should be sent as e-mail attachments to the guest editors by April 30, 2002.

Guest Editors for the BPMJ Special Issue on CRM in Information Systems: Nicholas C. Romano, Jr. College of Business Oklahoma State University - Tulsa 700 North Greenwood A venue Tulsa, OK 74112 USA nicholas-romano@mstm.okstate.edu Jerry Fjermestad School of Management New Jersey Institute of Technology University Heights Newark, NJ 07102 USA fjermestad@adm.njit.edu

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