Electronic Customer Relationship Management
CALL FOR PAPERS
Thirty-ninth Annual
Additional detail may be found on HICSS
primary web site: http://www.hicss.hawaii.edu
Mirror sites: http://hicss.sepa.tudelft.nl/ and http://www.is.cityu.edu.hk/hicss/
Electronic
Commerce (eCommerce, i.e. the execution of business processes using internet
technologies) continues to be a significant, pervasive issue for both
enterprises and customers. Similarly, mobile commerce (mCommerce,
i.e. the execution of business processes using mobile technologies) is gaining
momentum again.
The
management of relationships between enterprises and customers has often been
referred to as Customer Relationship Management (CRM). We define CRM as
an interactive process that achieves an optimum balance between corporate
investments and the satisfaction of customer needs to generate the maximum
profit. Fundamentally CRM concerns
attracting and keeping “Economically Valuable” customers and
repelling and eliminating “Economically Invaluable” ones. The amount of
information relevant in CRM processes can only be handled effectively when
information technology is applied. Due to the lack of personal contact, CRM is
of particular importance in eCommerce and mCommerce
Thus,
this minitrack focuses on the application of internet and mobile technologies
in the field of CRM as well as the application of CRM concepts to electronic
and mobile businesses. We refer to this as electronic CRM (eCRM).
mobile CRM (mCRM) represents
a subset of eCRM with particular focus on the usage
of mobile technologies.
There
are 6 major non-mutually-exclusive topics within this minitrack on eCRM. Each major topic is composed of minor ones, due to
the complexity and richness of eCRM issues that need
to be researched. They apply to electronic and mCRM
alike.
Potential topics and research questions that this minitrack addresses include but are not limited to:
1.
eCRM within Markets
· How will markets emerge?
· How may the balance of power between suppliers and buyers shift?
· Who will benefit most from changing market structures?
2.
Business Models
· Will new Customer Relations Management processes be developed? How will they be structured?
· Can process models and business models be developed to help companies involved in eCommerce to attract "economically valuable" customers and retain them and at the same time repel "economically invaluable" customers and keep them away?
· What types of cooperative norms will develop within eCommerce virtual communities?
3.
Technological Issues
4.
Human Issues
5.
Business Performance Issues
6.
Case Studies
and Demonstrations of 'Real World' Applications
|
Nicholas C. Romano, Jr. (primary contact) PHONE: (918) 594-8506 FAX: (918) 594-8281 EMAIL: nicholas.romano@OKState.EDU |
Jerry Fjermestad |
|
Lutz M. Kolbe Research Head Mueller-Friedberg-Strasse 8 9000 St. Gallen Switzerland Phone: +41-71-224 3796 Fax: +41-71-224 3296 Email: lutz.kolbe@unisg.ch
|
Ragnar
Schierholz (secondary contact) Research Associate Mueller-Friedberg-Strasse 8 9000 St. Gallen Switzerland Phone: +41-71-224 3212 Fax: +41-71-224 3296 Email: ragnar.schierholz@unisg.ch |
Abstracts - Authors may
contact Minitrack Chairs for guidance and indication of appropriate content at anytime.
June 15 - Authors submit full papers to the Peer Review System, following Author Instructions found on the HICSS web site (www.hicss.hawaii.edu). All papers will be submitted in double column publication format and limited to 10 pages including diagrams and references. Papers undergo a double-blind review.
August 15 -
Acceptance/Rejection notices are sent to Authors via the Peer Review System.
September 15 - Authors submit
Final Version of papers following submission
New Date!
instructions on the Peer Review System web site. At least one author of each paper must
register by this date with specific plans to attend the conference to present
the paper. Early Registration fee $525
applies.
October 2 - General
Registration fee $575 applies until December 10.
December 10 - Deadline to
guarantee your hotel room reservation at conference rate.
- Deadline to receive conference registration refund.
-
Late registration
fee $675 applies.
• HICSS papers must contain original material not
previously published, nor currently submitted elsewhere.
• Consult the conference website (www.hicss.hawaii.edu)
for the listing and description of Minitracks for HICSS-39.
• (optional) Contact
the Minitrack Chair(s) by email for guidance and verification of appropriate
content.
•
Do not submit the manuscript to more than
one Minitrack Chair. If unsure of which Minitrack is appropriate, submit abstract to the Track
Chair for guidance.
• HICSS will conduct double-blind reviews of each submitted paper.
• Submit full paper according to detailed instructions found on the Peer Review System website.
HICSS-39
CONFERENCE TRACKS
Collaboration
Systems and Technology
Co-chair: Robert O. Briggs bbriggs@GroupSystems;
Co-chair:
Jay Nunamaker
nunamaker@cmi.arizona.edu
Decision
Technologies for Management
Chair: Dan Dolk
drdolk@nps.edu
Digital Media:
Content and Communication
Chair:
Michael Shepherd
shepherd@cs.cal.ca
E-Government
Chair:
H. Jochen Scholl
jscholl@u.washington.edu
Chair:
William Chismar chismar@hawaii.edu
Internet &
the Digital Economy
Co-chair:
David King david.king@jda.com;
Co-chair:
Alan Dennis
ardennis@indiana.edu
Knowledge
Management Systems
Co-chair:
Murray Jennex murphjen@aol.com;
Dave Croasdell davec@unr.edu
Organizational
Systems & Technology
Chair:
Hugh Watson hwatson@terry.uga.edu
Software
Technology
Chair:
Gul Agha agha@cs.uiuc.edu
HICSS conferences are devoted to advances in the information, computer, and
system sciences, and encompass developments in both theory and practice. Invited papers may be theoretical,
conceptual, tutorial or descriptive in nature.
Submissions undergo a double-blind peer referee process and those
selected for presentation will be published in the Conference Proceedings. Submissions must not have been previously
published.
CONFERENCE ADMINISTRATION
Ralph Sprague,
Conference Chair
Email: sprague@hawaii.edu
Sandra Laney,
Conference Administrator
Email: hicss@hawaii.edu
Eileen Robichaud
Dennis, Track Administrator
Email: eidennis@indiana.edu
2006 CONFERENCE VENUE
Hyatt
Regency
Koloa,
1-808-742-1234