IDEAS home Printed from https://ideas.repec.org/r/eee/jbrese/v67y2014i6p1201-1208.html
   My bibliography  Save this item

Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM

Citations

Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
as


Cited by:

  1. Arora, Anuja & Srivastava, Aman & Bansal, Shivam, 2020. "Business competitive analysis using promoted post detection on social media," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
  2. Si Tan & Weiping Chen, 2019. "Can members’ WeChat engagement affect relational outcomes in community‐supported agriculture? Empirical evidence from China," Agribusiness, John Wiley & Sons, Ltd., vol. 35(1), pages 36-52, January.
  3. Wu, Chih-Wen, 2015. "Facebook users' intentions in risk communication and food-safety issues," Journal of Business Research, Elsevier, vol. 68(11), pages 2242-2247.
  4. Alice Mazzucchelli & Roberto Chierici & Angelo Di Gregorio & Claudio Chiacchierini, 2021. "Is Facebook an effective tool to access foreign markets? Evidence from international export performance of fashion firms," Journal of Management & Governance, Springer;Accademia Italiana di Economia Aziendale (AIDEA), vol. 25(4), pages 1107-1144, December.
  5. Dominik M. Wielgos & Christian Homburg & Christina Kuehnl, 2021. "Digital business capability: its impact on firm and customer performance," Journal of the Academy of Marketing Science, Springer, vol. 49(4), pages 762-789, July.
  6. Anita Ciunova-Shuleska & Christian Nedu Osakwe & Nikolina Palamidovska-Sterjadovska, 2016. "Complementary impact of capabilities and brand orientation on SMBs performance," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 17(6), pages 1270-1285, November.
  7. Yuan, Chun Lin & Kim, Juran & Kim, Sang Jin, 2016. "Parasocial relationship effects on customer equity in the social media context," Journal of Business Research, Elsevier, vol. 69(9), pages 3795-3803.
  8. Tingey-Holyoak, Joanne, 2014. "Sustainable water storage by agricultural businesses: Strategic responses to institutional pressures," Journal of Business Research, Elsevier, vol. 67(12), pages 2590-2602.
  9. Alexander Wieneke & Christiane Lehrer, 2016. "Generating and exploiting customer insights from social media data," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(3), pages 245-268, August.
  10. Dubey, Vivek K. & Matthes, Joseph M. & Saini, Amit, 2023. "Impact of socioeconomic values collaboration on performance in franchising," Journal of Business Research, Elsevier, vol. 162(C).
  11. Guizzardi, Andrea & Mariani, Marcello M. & Stacchini, Annalisa, 2022. "A temporal construal theory explanation of the price-quality relationship in online dynamic pricing," Journal of Business Research, Elsevier, vol. 146(C), pages 32-44.
  12. Fangfang Li & Jorma Larimo & Leonidas C. Leonidou, 2021. "Social media marketing strategy: definition, conceptualization, taxonomy, validation, and future agenda," Journal of the Academy of Marketing Science, Springer, vol. 49(1), pages 51-70, January.
  13. Marcel Rosenberger & Christiane Lehrer & Reinhard Jung, 0. "Integrating data from user activities of social networks into public administrations," Information Systems Frontiers, Springer, vol. 0, pages 1-14.
  14. Lijuan Bai & Xiangbin Yan, 2023. "Impact of social media capability on firm performance: new evidence from China," Asian Business & Management, Palgrave Macmillan, vol. 22(1), pages 118-136, February.
  15. Sikandar Ali Qalati & Dragana Ostic & Gu Shuibin & Fan Mingyue, 2022. "A mediated–moderated model for social media adoption and small and medium‐sized enterprise performance in emerging countries," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 43(3), pages 846-861, April.
  16. Marjeta Marolt & Hans-Dieter Zimmermann & Andreja Pucihar, 2020. "Enhancing Marketing Performance Through Enterprise-Initiated Customer Engagement," Sustainability, MDPI, vol. 12(9), pages 1-16, May.
  17. Bashir, Naheed & Papamichail, K.Nadia & Malik, Khaleel, 2017. "Use of Social Media Applications for Supporting New Product Development Processes in Multinational Corporations," Technological Forecasting and Social Change, Elsevier, vol. 120(C), pages 176-183.
  18. Venciūtė Dominyka, 2018. "Social Media Marketing – from Tool to Capability," Management of Organizations: Systematic Research, Sciendo, vol. 79(1), pages 131-145, June.
  19. Luo, Nuan & Zhang, Mingli & Hu, Mu & Wang, Yu, 2016. "How community interactions contribute to harmonious community relationships and customers’ identification in online brand community," International Journal of Information Management, Elsevier, vol. 36(5), pages 673-685.
  20. Elia, Stefano & Giuffrida, Maria & Mariani, Marcello M. & Bresciani, Stefano, 2021. "Resources and digital export: An RBV perspective on the role of digital technologies and capabilities in cross-border e-commerce," Journal of Business Research, Elsevier, vol. 132(C), pages 158-169.
  21. Josef Schwaiger & Timo Hammerl & Johannsen Florian & Susanne Leist, 2021. "UR: SMART–A tool for analyzing social media content," Information Systems and e-Business Management, Springer, vol. 19(4), pages 1275-1320, December.
  22. Khalid Mahmmod Ahmad Mansour & Fayez Jomah Saleh Al-Najjar, 2021. "The Social Media Usage and its Impact on the Innovative Behavior: The Mediator Role of Information Technology: A Field Study in the Information and Communication Technology Organizations in Jordan," International Journal of Business and Management, Canadian Center of Science and Education, vol. 13(11), pages 1-46, July.
  23. Liu, Nicole Tsz Yeung & Kirshner, Samuel N. & Lim, Eric T.K., 2023. "Is algorithm aversion WEIRD? A cross-country comparison of individual-differences and algorithm aversion," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
  24. Schaefers, Tobias & Falk, Tomas & Kumar, Ashish & Schamari, Julia, 2021. "More of the same? Effects of volume and variety of social media brand engagement behavior," Journal of Business Research, Elsevier, vol. 135(C), pages 282-294.
  25. Shakeel ul Rehman & Rafia Gulzar & Wajeeha Aslam, 2022. "Developing the Integrated Marketing Communication (IMC) through Social Media (SM): The Modern Marketing Communication Approach," SAGE Open, , vol. 12(2), pages 21582440221, May.
  26. Ye, Yu & Yu, Qionglei & Zheng, Yongjun & Zheng, Yi, 2022. "Investigating the effect of social media application on firm capabilities and performance: The perspective of dynamic capability view," Journal of Business Research, Elsevier, vol. 139(C), pages 510-519.
  27. Panagiotopoulos, Panos & Shan, Liran Christine & Barnett, Julie & Regan, Áine & McConnon, Áine, 2015. "A framework of social media engagement: Case studies with food and consumer organisations in the UK and Ireland," International Journal of Information Management, Elsevier, vol. 35(4), pages 394-402.
  28. Pingsheng Tong & U. N. Umesh & Jean L. Johnson & Ruby P. Lee, 2016. "Collaborative Relationships — The Role of Information Technology," International Journal of Innovation and Technology Management (IJITM), World Scientific Publishing Co. Pte. Ltd., vol. 13(03), pages 1-30, June.
  29. Bullini Orlandi, Ludovico & Zardini, Alessandro & Rossignoli, Cecilia, 2020. "Organizational technological opportunism and social media: The deployment of social media analytics to sense and respond to technological discontinuities," Journal of Business Research, Elsevier, vol. 112(C), pages 385-395.
  30. Lin, Shunzhi & Lin, Jiabao, 2023. "How organizations leverage digital technology to develop customization and enhance customer relationship performance: An empirical investigation," Technological Forecasting and Social Change, Elsevier, vol. 188(C).
  31. Aoshuang Li & Yongqiang Sun & Xiaodong Yang & Jinyu Guo, 2019. "Exploring the Relationship between Perceived Ease of Use and Continuance Usage of a Mobile Terminal: Mobility as a Moderator," Sustainability, MDPI, vol. 11(4), pages 1-15, February.
  32. Simona VINEREAN, 2017. "Importance of Strategic Social Media Marketing," Expert Journal of Marketing, Sprint Investify, vol. 5(2), pages 28-35.
  33. Adomako, Samuel & Amankwah-Amoah, Joseph & Donbesuur, Francis & Ahsan, Mujtaba & Danso, Albert & Uddin, Moshfique, 2022. "Strategic agility of SMEs in emerging economies: Antecedents, consequences and boundary conditions," International Business Review, Elsevier, vol. 31(6).
  34. Maha Ramadan & Derar Eleyan, 2021. "Adoption Model of Social Customer Relationship Management in the Palestinian Banking Sector," Modern Applied Science, Canadian Center of Science and Education, vol. 15(4), pages 1-23, August.
  35. Romina Cheraghalizadeh & Hossein Olya & Mustafa Tumer, 2021. "The Effects of External and Internal Factors on Competitive Advantage—Moderation of Market Dynamism and Mediation of Customer Relationship Building," Sustainability, MDPI, vol. 13(7), pages 1-15, April.
  36. Witek-Hajduk Marzanna K. & Zaborek Piotr, 2022. "Social media use in international marketing: Impact on brand and firm performance," International Journal of Management and Economics, Warsaw School of Economics, Collegium of World Economy, vol. 58(2), pages 121-142, June.
  37. 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.
  38. Marchand, André & Hennig-Thurau, Thorsten & Flemming, Jan, 2021. "Social media resources and capabilities as strategic determinants of social media performance," International Journal of Research in Marketing, Elsevier, vol. 38(3), pages 549-571.
  39. Hunter, Gary K., 2019. "On conceptualizing, measuring, and managing augmented technology use in business-to-business sales contexts," Journal of Business Research, Elsevier, vol. 105(C), pages 201-213.
  40. Cuixia Jiang & Ranran Han & Qifa Xu, 2023. "The impact of social media input intensity on reward-based crowdfunding performance: evidence from China," Electronic Commerce Research, Springer, vol. 23(3), pages 1753-1774, September.
  41. Chiou, Wan-Jiun Paul & Knewtson, Heather S. & Nofsinger, John R., 2019. "Paying attention to social media stocks," International Review of Economics & Finance, Elsevier, vol. 59(C), pages 106-119.
  42. Wang, Zhan & Kim, Hyun Gon, 2017. "Can Social Media Marketing Improve Customer Relationship Capabilities and Firm Performance? Dynamic Capability Perspective," Journal of Interactive Marketing, Elsevier, vol. 39(C), pages 15-26.
  43. Zhang, Feng & Zhu, Lei, 2021. "Social media strategic capability, organizational unlearning, and disruptive innovation of SMEs: The moderating roles of TMT heterogeneity and environmental dynamism," Journal of Business Research, Elsevier, vol. 133(C), pages 183-193.
  44. Cristina Martelli, 2017. "A Point of View on New Education for Smart Citizenship," Future Internet, MDPI, vol. 9(1), pages 1-17, February.
  45. Oronzo Trio & Antonio Iazzi, 2016. "Trust and Distrust in the Relationships between Construction Firms and Real Estate Agents: Empirical Evidence from Italy," International Journal of Business and Management, Canadian Center of Science and Education, vol. 11(4), pages 1-37, March.
  46. Tuleu Daniela, 2015. "Antecedents Of Customer Relationship Management Capabilities," Annals of Faculty of Economics, University of Oradea, Faculty of Economics, vol. 1(1), pages 1285-1294, July.
  47. Zhao, Yan & Wen, Lingling & Feng, Xiangnan & Li, Ran & Lin, Xiaolin, 2020. "How managerial responses to online reviews affect customer satisfaction: An empirical study based on additional reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
  48. Sławomir Ostrowski, 2021. "Commitment Ladder in the Relationship between Service Providers and Customers as Added Value in Sustainable Services Development," Sustainability, MDPI, vol. 13(9), pages 1-20, April.
  49. Beier, Michael & Früh, Sebastian, 2020. "Nutzung von Social Media Plattformen durch Schweizer KMU - Eigene Profile und erzielte Reichweiten," EconStor Research Reports 224773, ZBW - Leibniz Information Centre for Economics.
  50. Suoniemi, Samppa & Terho, Harri & Zablah, Alex & Olkkonen, Rami & Straub, Detmar W., 2021. "The impact of firm-level and project-level it capabilities on CRM system quality and organizational productivity," Journal of Business Research, Elsevier, vol. 127(C), pages 108-122.
  51. Amoah John & Nutakor Felix & Li Jinke & Jibril Abdul Bashiru & Sanful Benjamin & Odei Michael Amponsah, 2021. "Antecedents of social media usage intensity in the financial sector of an emerging economy: a Pls-Sem Algorithm," Management & Marketing, Sciendo, vol. 16(4), pages 387-406, December.
  52. Zu, Xu & Diao, Xinyi & Meng, Zhiyi, 2019. "The impact of social media input intensity on firm performance: Evidence from Sina Weibo," Physica A: Statistical Mechanics and its Applications, Elsevier, vol. 536(C).
  53. Nada Abdulla Al-Kubaisi, 2023. "The Black Box of Implementing Strategic Decisions," International Journal of Customer Relationship Marketing and Management (IJCRMM), IGI Global, vol. 14(1), pages 1-21, January.
  54. Michael Rodriguez & Stefanie Boyer, 2020. "The impact of mobile customer relationship management (mCRM) on sales collaboration and sales performance," Journal of Marketing Analytics, Palgrave Macmillan, vol. 8(3), pages 137-148, September.
  55. Brewis, Claire & Dibb, Sally & Meadows, Maureen, 2023. "Leveraging big data for strategic marketing: A dynamic capabilities model for incumbent firms," Technological Forecasting and Social Change, Elsevier, vol. 190(C).
  56. Sikandar Ali Qalati & Wenyuan Li & Naveed Ahmed & Manzoor Ali Mirani & Asadullah Khan, 2020. "Examining the Factors Affecting SME Performance: The Mediating Role of Social Media Adoption," Sustainability, MDPI, vol. 13(1), pages 1-24, December.
  57. Felix, Reto & Rauschnabel, Philipp A. & Hinsch, Chris, 2017. "Elements of strategic social media marketing: A holistic framework," Journal of Business Research, Elsevier, vol. 70(C), pages 118-126.
  58. Behzad Lak & Jalal Rezaeenour, 2017. "Effective Factors of Social Customer Knowledge Management (SCKM) in Organisations: Study of Electronic Service Providers in Iran," Journal of Information & Knowledge Management (JIKM), World Scientific Publishing Co. Pte. Ltd., vol. 16(02), pages 1-24, June.
  59. Mora Cortez, Roberto & Johnston, Wesley J. & Ghosh Dastidar, Ayan, 2023. "Managing the content of LinkedIn posts: Influence on B2B customer engagement and sales?," Journal of Business Research, Elsevier, vol. 155(PA).
  60. Fabian Bill & Sven Feurer & Martin Klarmann, 2020. "Salesperson social media use in business-to-business relationships: An empirical test of an integrative framework linking antecedents and consequences," Journal of the Academy of Marketing Science, Springer, vol. 48(4), pages 734-752, July.
  61. Zheng, Run & Li, Zhuyuan & Na, Sanggyun, 2022. "How customer engagement in the live-streaming affects purchase intention and customer acquisition, E-tailer's perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  62. Choi, Jaewoong & Oh, Seunghyun & Yoon, Janghyeok & Lee, Jae-Min & Coh, Byoung-Youl, 2020. "Identification of time-evolving product opportunities via social media mining," Technological Forecasting and Social Change, Elsevier, vol. 156(C).
  63. Liu, Zhenyuan & Geng, Ruoqi & Tse, Ying Kei (Mike) & Han, Shuihua, 2023. "Mapping the relationship between social media usage and organizational performance: A meta-analysis," Technological Forecasting and Social Change, Elsevier, vol. 187(C).
  64. Hyun Gon Kim & Zhan Wang, 2019. "Defining and measuring social customer-relationship management (CRM) capabilities," Journal of Marketing Analytics, Palgrave Macmillan, vol. 7(1), pages 40-50, March.
  65. João M. Lopes & José Oliveira, 2022. "The New Times of Social Media Marketing in the B2B Framework," Businesses, MDPI, vol. 2(2), pages 1-12, April.
  66. Daniela TULEU, 2018. "Consequences Of Social Media Technologies Adoption On Crm Capabilities And Firm Performance," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(1), pages 89-97, May.
  67. Paniagua, Jordi & Sapena, Juan, 2014. "Business performance and social media: Love or hate?," Business Horizons, Elsevier, vol. 57(6), pages 719-728.
  68. De Carlo, Manuela & Ferilli, Guido & d'Angella, Francesca & Buscema, Massimo, 2021. "Artificial intelligence to design collaborative strategy: An application to urban destinations," Journal of Business Research, Elsevier, vol. 129(C), pages 936-948.
  69. Jordi Paniagua & Marta Peris-Ortiz & Pawel Korzynski, 2020. "Talent Goes Social: Online Corporate Networking and Business Performance," Sustainability, MDPI, vol. 12(20), pages 1-13, October.
  70. Jordi Paniagua & Rafael Rivelles & Juan Sapena, 2019. "Social Determinants of Success: Social Media, Corporate Governance and Revenue," Sustainability, MDPI, vol. 11(19), pages 1-17, September.
  71. Vicky Gu & Jonathan Davis & Ray Cao & John Vogt, 2017. "The effect of externalities on adoption of social customer relationship management (SCRM)," International Journal of Quality Innovation, Springer, vol. 3(1), pages 1-15, December.
  72. Mirkó Gáti & Ariel Mitev & András Bauer, 2018. "Investigating the Impact of Salespersons’ Use of Technology and Social Media on Their Customer Relationship Performance in B2B Settings," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 30(2), pages 165-176.
  73. Naeem, Muhammad & Ozuem, Wilson, 2021. "The role of social media in internet banking transition during COVID-19 pandemic: Using multiple methods and sources in qualitative research," Journal of Retailing and Consumer Services, Elsevier, vol. 60(C).
  74. Marjeta Marolt & Hans-Dieter Zimmermann & Andreja Pucihar, 2022. "Social Media Use and Business Performance in SMEs: The Mediating Roles of Relational Social Commerce Capability and Competitive Advantage," Sustainability, MDPI, vol. 14(22), pages 1-14, November.
  75. Ferdi Sönmez, 2018. "Technology Acceptance of Business Intelligence and Customer Relationship Management Systems within Institutions Operating in Capital Markets," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 8(2), pages 400-422, February.
  76. Raza Ur Rahman & Syed Mohsin Ali Shah & Hatem El-Gohary & Muzaffar Abbas & Syed Haider Khalil & Saad Al Altheeb & Fahad Sultan, 2020. "Social Media Adoption and Financial Sustainability: Learned Lessons from Developing Countries," Sustainability, MDPI, vol. 12(24), pages 1-26, December.
  77. Moro, Sérgio & Rita, Paulo & Vala, Bernardo, 2016. "Predicting social media performance metrics and evaluation of the impact on brand building: A data mining approach," Journal of Business Research, Elsevier, vol. 69(9), pages 3341-3351.
  78. Muhammad Azhar Bhatti & Muhammad Farhan & Munawar Javed Ahmad & Muhammad Naeem Sharif, 2019. "The Impact of Social CRM Capabilities and Customer Engagement on the Firm Performance: Mediating Role of Social Media Usage," Pakistan Journal of Humanities and Social Sciences, International Research Alliance for Sustainable Development (iRASD), vol. 7(3), pages :313-324, September.
  79. Fosso Wamba, Samuel & Bhattacharya, Mithu & Trinchera, Laura & Ngai, Eric W.T., 2017. "Role of intrinsic and extrinsic factors in user social media acceptance within workspace: Assessing unobserved heterogeneity," International Journal of Information Management, Elsevier, vol. 37(2), pages 1-13.
  80. Vu Linh Toan Le & Tien Hoang Nguyen & Khanh Duy Pham, 2023. "What Drives Industry 4.0 Technologies Adoption? Evidence from a SEM-Neural Network Approach in the Context of Vietnamese Firms," Sustainability, MDPI, vol. 15(7), pages 1-32, March.
  81. Mirkó Gáti & András Bauer, 2019. "Marketing Decision-Making in Hungarian SMEs," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 31(1), pages 39-59.
  82. Carmen Berne-Manero & Mercedes Marzo-Navarro, 2020. "Exploring How Influencer and Relationship Marketing Serve Corporate Sustainability," Sustainability, MDPI, vol. 12(11), pages 1-19, May.
  83. Simona VINEREAN, 2016. "Branding Strategies for Social Media Marketing," Expert Journal of Marketing, Sprint Investify, vol. 4(2), pages 77-83.
  84. Nasiri, Mina & Ukko, Juhani & Saunila, Minna & Rantala, Tero, 2020. "Managing the digital supply chain: The role of smart technologies," Technovation, Elsevier, vol. 96.
  85. Cheng, Colin C.J. & Shiu, Eric C., 2020. "What makes social media-based supplier network involvement more effective for new product performance? The role of network structure," Journal of Business Research, Elsevier, vol. 118(C), pages 299-310.
  86. Marcel Rosenberger & Christiane Lehrer & Reinhard Jung, 2017. "Integrating data from user activities of social networks into public administrations," Information Systems Frontiers, Springer, vol. 19(2), pages 253-266, April.
  87. Malik, Akanksha & Sinha, Shuchi & Goel, Sanjay, 2022. "Coping with workplace sexual harassment: Social media as an empowered outcome," Journal of Business Research, Elsevier, vol. 150(C), pages 165-178.
  88. Li, Dongkun & Chen, Xiaohong & Wohlfarth, Paul, 2022. "Public participation, investment networks, and China's outward FDI: Evidence from 58 countries along the belt and road," Emerging Markets Review, Elsevier, vol. 51(PB).
  89. Trif Simona-Mihaela & Duțu Cristian & Tuleu Daniela-Liliana, 2019. "Linking CRM capabilities to business performance: a comparison within markets and between products," Management & Marketing, Sciendo, vol. 14(3), pages 292-303, September.
  90. Zagidullin, Marat & Aziz, Nergis & Kozhakhmet, Sanat, 2021. "Government policies and attitudes to social media use among users in Turkey: The role of awareness of policies, political involvement, online trust, and party identification," Technology in Society, Elsevier, vol. 67(C).
  91. Braojos-Gomez, Jessica & Benitez-Amado, Jose & Javier Llorens-Montes, F., 2015. "How do small firms learn to develop a social media competence?," International Journal of Information Management, Elsevier, vol. 35(4), pages 443-458.
  92. Shahriar Akter & Saida Sultana & Marcello Mariani & Samuel Fosso Wamba & Konstantina Spanaki & Yogesh Dwivedi, 2023. "Advancing algorithmic bias management capabilities in AI-driven marketing analytics research," Post-Print hal-04194438, HAL.
  93. Sheshadri Chatterjee & Ranjan Chaudhuri & Antonino Galati & Demetris Vrontis, 2021. "Adoption of Ubiquitous CRM for Operational Sustainability of the Firms: Moderating Role of Technology Turbulence," Sustainability, MDPI, vol. 13(18), pages 1-18, September.
  94. Adamantia Pateli & Naoum Mylonas & Aggeliki Spyrou, 2020. "Organizational Adoption of Social Media in the Hospitality Industry: An Integrated Approach Based on DIT and TOE Frameworks," Sustainability, MDPI, vol. 12(17), pages 1-20, September.
  95. Cristiane Drebes Pedron & Winnie Ng Picoto & Miguel Colaco & Cintia Cristina Araújo, 2018. "CRM System: the Role of Dynamic Capabilities in creating Innovation Capability," Brazilian Business Review, Fucape Business School, vol. 15(5), pages 494-511, September.
  96. Agnihotri, Raj & Trainor, Kevin J. & Itani, Omar S. & Rodriguez, Michael, 2017. "Examining the role of sales-based CRM technology and social media use on post-sale service behaviors in India," Journal of Business Research, Elsevier, vol. 81(C), pages 144-154.
  97. Wu, Chih-Wen, 2015. "Antecedents of franchise strategy and performance," Journal of Business Research, Elsevier, vol. 68(7), pages 1581-1588.
  98. Ana Eugenia Romo Gonzalez & Angeles Villalobos-Alonzo, 2017. "Implementation of Transactional Planning Systems for the Plastics Industry," Business and Management Research, Business and Management Research, Sciedu Press, vol. 6(3), pages 1-16, September.
  99. Paniagua, Jordi & Korzynski, Pawel & Mas-Tur, Alicia, 2017. "Crossing borders with social media: Online social networks and FDI," European Management Journal, Elsevier, vol. 35(3), pages 314-326.
  100. Ulrike Baumöl & Linda Hollebeek & Reinhard Jung, 2016. "Dynamics of customer interaction on social media platforms," Electronic Markets, Springer;IIM University of St. Gallen, vol. 26(3), pages 199-202, August.
  101. Ho, Mia Hsiao-Wen & Chung, Henry F.L., 2020. "Customer engagement, customer equity and repurchase intention in mobile apps," Journal of Business Research, Elsevier, vol. 121(C), pages 13-21.
  102. DOGAN-SUDAS Hatice & KARA Ali & CABUK Serap & KAYA Kadir, 2022. "Social Media Customer Relationship Management And Business Performance: Empirical Evidence From An Emerging Market," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 17(2), pages 90-107, August.
  103. 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.
  104. Hultman, Magnus & Iveson, Abbie & Oghazi, Pejvak, 2023. "Talk less and listen more? The effectiveness of social media talking and listening tactics on export performance," Journal of Business Research, Elsevier, vol. 159(C).
  105. Alarcón-del-Amo, María-del-Carmen & Rialp-Criado, Alex & Rialp-Criado, Josep, 2018. "Examining the impact of managerial involvement with social media on exporting firm performance," International Business Review, Elsevier, vol. 27(2), pages 355-366.
  106. Lamrhari, Soumaya & Ghazi, Hamid El & Oubrich, Mourad & Faker, Abdellatif El, 2022. "A social CRM analytic framework for improving customer retention, acquisition, and conversion," Technological Forecasting and Social Change, Elsevier, vol. 174(C).
  107. Christian Homburg & Dominik M. Wielgos, 2022. "The value relevance of digital marketing capabilities to firm performance," Journal of the Academy of Marketing Science, Springer, vol. 50(4), pages 666-688, July.
  108. Adedolapo AWONIYI & Moyosore BECKLEY, 2023. "Social Media Usage among Private and Public Organisations Inibadan," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 7(6), pages 1001-1009, June.
IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.