IDEAS home Printed from https://ideas.repec.org/a/aio/manmar/vxviy2018i1p89-97.html
   My bibliography  Save this article

Consequences Of Social Media Technologies Adoption On Crm Capabilities And Firm Performance

Author

Listed:
  • Daniela TULEU

    (West University of Timisoara, Romania)

Abstract

Social Media technologies represent an important marketing platform for companies. Nowadays, the social networks allows the distribution of information in real time, conversations between the networks members, creation of groups based on a specific subject, products or brand. We can say that that new platforms revolutionize the interactions between customers and firms. Companies shall evaluate the potential of this interaction platforms between companies and customers by the integration of social media technologies in the processes of customer relationship management. The article aims to develop a conceptual research model of the consequences of social media technologies adoption on CRM capabilities and firm performance. The work is structured as it follows: the first part includes the review of the specialty literature on customer relationship management, social media technologies, and business performance. Further on, there are developed the hypothesis sitting at the base of the conceptual research model. Finally, there are presented the conclusions, the managerial implications and the future research directions.

Suggested Citation

  • 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.
    • Handle: RePEc:aio:manmar:v:xvi:y:2018:i:1:p:89-97
    as

    Download full text from publisher

    File URL: http://mnmk.ro/documents/2018_01/6-1-18.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Trainor, Kevin J. & Andzulis, James (Mick) & Rapp, Adam & Agnihotri, Raj, 2014. "Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM," Journal of Business Research, Elsevier, vol. 67(6), pages 1201-1208.
    2. Chang, Woojung & Park, Jeong Eun & Chaiy, Seoil, 2010. "How does CRM technology transform into organizational performance? A mediating role of marketing capability," Journal of Business Research, Elsevier, vol. 63(8), pages 849-855, August.
    3. Rajagopal, 2013. "Social Media Metrics," Palgrave Macmillan Books, in: Managing Social Media and Consumerism, chapter 7, pages 132-151, Palgrave Macmillan.
    4. 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.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. 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.
    2. 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.
    3. 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.
    4. 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.
    5. 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.
    6. 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.
    7. 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.
    8. 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.
    9. 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.
    10. 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.
    11. 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.
    12. 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.
    13. 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).
    14. Foltean, Florin Sabin & Trif, Simona Mihaela & Tuleu, Daniela Liliana, 2019. "Customer relationship management capabilities and social media technology use: Consequences on firm performance," Journal of Business Research, Elsevier, vol. 104(C), pages 563-575.
    15. 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.
    16. Garavito, Judith Vergara & Franco, Pilar Álvarez & Rodríguez, Maribel Serna, 2021. "El retorno de la inversión en medios sociales (Social Media ROI). Una revisión de literatura," Revista Tendencias, Universidad de Narino, vol. 22(2), pages 331-348, July.
    17. 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.
    18. 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.
    19. Martín-Rojas, Rodrigo & García-Morales, Victor J. & Garrido-Moreno, Aurora & Salmador-Sánchez, Maria Paz, 2021. "Social Media Use and the Challenge of Complexity: Evidence from the Technology Sector," Journal of Business Research, Elsevier, vol. 129(C), pages 621-640.
    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.

    More about this item

    Keywords

    customer relationship management; customer relationship management capabilities; social media; performance;
    All these keywords.

    JEL classification:

    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    Statistics

    Access and download statistics

    Corrections

    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:aio:manmar:v:xvi:y:2018:i:1:p:89-97. See general information about how to correct material in RePEc.

    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 bibliographic 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.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catalin Barbu (email available below). General contact details of provider: https://edirc.repec.org/data/fecraro.html .

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

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.