Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM
Abstract
This study examines how social media technology usage and customer-centric management systems contribute to a firm-level capability of social customer relationship management (CRM). Drawing from the literature in marketing, information systems, and strategic management, the first contribution of this study is the conceptualization and measurement of social CRM capability. The second key contribution is the examination of how social CRM...
Paper Details
Title
Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM
Published Date
Jun 1, 2014
Journal
Volume
67
Issue
6
Pages
1201 - 1208
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