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The determinants of social CRM entrepreneurship: An institutional perspective

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  • Al-Omoush, Khaled Saleh
  • Simón-Moya, Virginia
  • Al-ma'aitah, Mohammad Atwah
  • Sendra-García, Javier

Abstract

Despite a growing interest in social media adoption by corporations, there is minimal knowledge about the drivers of social customer relationship management (SCRM). This study examines the determinants of SCRM entrepreneurship from an institutional perspective and specifically from the banking sector. Data on 19 banks were obtained from 183 responses to a questionnaire. These data were analyzed using Partial Least Square (PLS) path modeling. The findings show that organizational and technological contexts have a significant positive impact on SCRM entrepreneurship. The results also reveal a significant impact of institutional normative and coercive pressures on SCRM entrepreneurship. The findings of this study provide researchers and practitioners with a deeper understanding of how external institutional pressures and internal organizational and technological contexts can interact to create SCRM entrepreneurship. Furthermore, this study contributes to knowledge about the motivations and methods of SCRM adoption and evaluation.

Suggested Citation

  • Al-Omoush, Khaled Saleh & Simón-Moya, Virginia & Al-ma'aitah, Mohammad Atwah & Sendra-García, Javier, 2021. "The determinants of social CRM entrepreneurship: An institutional perspective," Journal of Business Research, Elsevier, vol. 132(C), pages 21-31.
    • Handle: RePEc:eee:jbrese:v:132:y:2021:i:c:p:21-31
    DOI: 10.1016/j.jbusres.2021.04.017
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    Cited by:

    1. Sebastián Uriarte & Jorge Espinoza-Benavides & Domingo Ribeiro-Soriano, 2023. "Engagement in entrepreneurship after business failure. Do formal institutions and culture matter?," International Entrepreneurship and Management Journal, Springer, vol. 19(2), pages 941-973, June.
    2. Perez-Vega, Rodrigo & Hopkinson, Paul & Singhal, Aishwarya & Mariani, Marcello M., 2022. "From CRM to social CRM: A bibliometric review and research agenda for consumer research," Journal of Business Research, Elsevier, vol. 151(C), pages 1-16.
    3. Chatterjee, Sheshadri & Chaudhuri, Ranjan & Vrontis, Demetris, 2022. "AI and digitalization in relationship management: Impact of adopting AI-embedded CRM system," Journal of Business Research, Elsevier, vol. 150(C), pages 437-450.
    4. Danilo Boffa & Antonio Prencipe & Armando Papa & Christian Corsi & Mario Sorrentino, 2023. "Boosting circular economy via the b-corporation roads. The effect of the entrepreneurial culture and exogenous factors on sustainability performance," International Entrepreneurship and Management Journal, Springer, vol. 19(2), pages 523-561, June.
    5. Elena G. Popkova & Bruno S. Sergi, 2021. "Dataset Modelling of the Financial Risk Management of Social Entrepreneurship in Emerging Economies," Risks, MDPI, vol. 9(12), pages 1-20, November.

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