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Journal of the Academy of Marketing Science

in collaboration with Marketing Science Institute (MSI)

Call for Papers for a Special Issue on

“Understanding and Managing Customer Engagement Using Customer Relationship Management (CRM)”

Edited by Robert Palmatier and Tomas Hult

The focus of practice and research on customer engagement has increased dramatically over the past few decades. Google searches for the term “customer engagement” grew 175% from 2006 to 2014, outpacing even “loyalty programs” at 92%. The large shift of many economies from products to services, the increasing use and importance of CRM systems and data in managing customer relationships, and the increasing recognition by managers of the benefits of effective CRM programs is significantly impacting firms’ customer engagement strategies.

In this special issue of the Journal of Academy of Marketing Science, in collaboration with the Marketing Science Institute (MSI), we will publish state-of-the art research, using any applicable methodologies (including empirical analysis, behavioral theory development and testing, meta-analysis, and conceptual papers), that provides insights into customer engagement, customer relationship management (CRM), relationship marketing, and customer experiential marketing.

In addition, MSI will provide research funding for projects matching these topics through their normal review process (). There will also be a small conference on the same topic June 3-5, 2015, in Paris, France, hosted by HEC, MSI, and JAMS. Due to the limited size of the venue, the conference is by invitation only, and interested researchers should submit proposals or abstracts to the conference co-chairs Francesca Sotgui, Stefan Worm, and Rob Palmatier (submit to msiconference@hec.fr) no later than March 1, 2015 (proposals will be accepted on an ongoing basis). However, attending the conference, receiving MSI funding, and/or submitting a manuscript to JAMS for publication consideration are independent activities; authors are welcome to engage in one of more of these activities.

Papers targeting the special issue should be submitted using the JAMS submission system () and will also undergo the same review process as regularly submitted papers. The deadline for submission is January 15, 2016 (submissions will be accepted beginning September 1, 2015). Questions pertaining to the special issue should be directed to the JAMS Editorial Office.

Tomas Hult, Editor
Robert Palmatier, Editor Elect
Anne Hoekman, Managing Editor
Journal of the Academy of Marketing Science
Email: jams@msu.edu
Web:

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