2015
DOI: 10.1515/orga-2015-0022
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Abstract: Background and Purpose: Social customer relationship management (social CRM) is an emerging concept that integrates traditional CRM and social media in order to provide benefits for organizations and customers. Despite the benefits that social CRM can bring, many organizations are still at the early stage of adoption. To move beyond social marketing and to exploit opportunities offered by sales and customer service, organizations need to be aware of factors that drive social CRM adoption and different implicat… Show more

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Cited by 37 publications
(29 citation statements)
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“…Social innovations have also been defined as new models, services, and products that simultaneously meet social needs (Marolt et al, 2015 (Mulgan et al, 2007).…”
Section: What Is Social Innovation?mentioning
confidence: 99%
“…Social innovations have also been defined as new models, services, and products that simultaneously meet social needs (Marolt et al, 2015 (Mulgan et al, 2007).…”
Section: What Is Social Innovation?mentioning
confidence: 99%
“…SM have gained a great deal of attention from practitioners and researchers in recent years; [60], [77] however, there is still incomplete understanding of how enterprises use SM for CRM activities [46] and how this affects performance outcomes. Several researchers (e.g.…”
Section: Introductionmentioning
confidence: 99%
“…Previous research shows that social media technologies can enhance interactions, enabling business partners and customers to cooperate, create new business models and explore new approaches to create value [27]. Firms try to combine social media with the sales technologies to create deeply-collaborative interactions with customers [25] and communicate quickly and intensively with them [1]. As the above research, although technological factors have been repeatedly mentioned, and the value of social media technology has been unanimously recognized by scholars, the internal mechanism of how social media technology facilitates customers' engagement in service innovation and value cocreation with firms has been less thoroughly discussed.…”
Section: The Role Of Social Media Technologies In Service Innovationmentioning
confidence: 99%