IDEAS home Printed from
   My bibliography  Save this article

Social web communication and CRM in the marketing strategies of wine enterprises


  • Antonio Iazzi
  • Oronzo Trio
  • Monica Fait
  • Lea Iaia


The aim of the paper is to observe and analyse the contributions made by social media in redefining firm-client relations in the wine sector as a support for CRM systems. After a literature review, in order to define the theoretical framework, the research will provide two stages of analysis:the first step concerns an investigation of buyers aimed at gathering information about their degree of usage of social media for interacting with customers as well as the spread of content and critical issues;the second step investigates the content and characteristics of Web 2.0 communication for detecting social media best practices in the use of wine blogs and the social networking site Facebook. The originality and managerial usefulness of this paper consists of studying the emerging trends in the use of Web 2.0 tools in the wine sector, identifying the main purchase determinants that lead the choice process of consumers and developing new guidelines for the effective implementation of the instruments observed. This will help companies to better manage the social media communication tools called sCRM applications as well as their related marketing strategies, according to the companies’ mission and goals.

Suggested Citation

  • Antonio Iazzi & Oronzo Trio & Monica Fait & Lea Iaia, 2013. "Social web communication and CRM in the marketing strategies of wine enterprises," The International Journal of Economic Behavior - IJEB, Faculty of Business and Administration, University of Bucharest, vol. 3(1), pages 103-116, December.
  • Handle: RePEc:but:ijebfa:v:3:y:2013:i:1:p:103-116

    Download full text from publisher

    File URL:
    Download Restriction: no

    File URL:
    Download Restriction: no

    References listed on IDEAS

    1. Weinberg, Bruce D. & Pehlivan, Ekin, 2011. "Social spending: Managing the social media mix," Business Horizons, Elsevier, vol. 54(3), pages 275-282, May.
    2. Tregear, Angela & Kuznesof, Sharron & Moxey, Andrew, 1998. "Policy initiatives for regional foods: some insights from consumer research," Food Policy, Elsevier, vol. 23(5), pages 383-394, October.
    3. José M. Barrutia & Jon Charterina & Ainhize Gilsanz, 2007. "E-service quality: an internal, multichannel and pure service perspective," The Service Industries Journal, Taylor & Francis Journals, vol. 29(12), pages 1707-1721, March.
    4. Teodoro Luque-Martínez & J. Alberto Castañeda-García & Dolores Ma Frías-Jamilena & Francisco Muñoz-Leiva & Miguel A. Rodríguez-Molina, 2007. "Determinants of the Use of the Internet as a Tourist Information Source," The Service Industries Journal, Taylor & Francis Journals, vol. 27(7), pages 881-891, October.
    5. Steenkamp, Jan-Benedict E. M., 1990. "Conceptual model of the quality perception process," Journal of Business Research, Elsevier, vol. 21(4), pages 309-333, December.
    6. Kietzmann, Jan H. & Hermkens, Kristopher & McCarthy, Ian P. & Silvestre, Bruno S., 2011. "Social media? Get serious! Understanding the functional building blocks of social media," Business Horizons, Elsevier, vol. 54(3), pages 241-251, May.
    7. Berthon, Pierre R. & Pitt, Leyland F. & McCarthy, Ian & Kates, Steven M., 2007. "When customers get clever: Managerial approaches to dealing with creative consumers," Business Horizons, Elsevier, vol. 50(1), pages 39-47.
    Full references (including those not matched with items on IDEAS)


    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:but:ijebfa:v:3:y:2013:i:1:p:103-116. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Cosmin Catalin Olteanu). General contact details of provider: .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.