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Social customer relationship management: a customer perspective [PDF]
Journal of Hospitality Marketing and Management, 2021 While the construct customer brand engagement is gaining magnitude in hospitality studies, this study establishes positive word of mouth and brand loyalty as relevant outcomes of customer brand eng...
Senika Dewnarain +2 more
exaly +5 more sources
Social Customer Relationship Management and Organizational Characteristics [PDF]
Information, 2018 Social customer relationship management (SCRM) is a new philosophy influencing the relationship between customer and organization where the customer gets the opportunity to control the relationship through social media.
Kateřina Kantorová, Pavel Bachmann
doaj +5 more sources
Social Customer Relationship Management
International Journal of Entrepreneurial Knowledge, 2017 Social Customer Relationships Management (CRM) is a current business trend providing new channels of two-way communication with customers through social media sites, such as Facebook, Twitter etc.
Konstantinos Paliouras +1 more
doaj +3 more sources
Extending customer relationship management into a social context [PDF]
Service Industries Journal, 2015 Informed by the resource-based view, this study draws on customer relationship management (CRM) and value co-creation literature to develop a framework examining the impact of social networking sites on processes to manage customer relationships. Facilitating the depth and networked interactions necessary to truly engage customers, social networking ...
Patrick Mccole
exaly +3 more sources
The Influence of Social Customer Relationship Management (SCRM) on Customer Relationship Performance [PDF]
کاوشهای مدیریت بازرگانی, 2019 The aim of this study is to evaluate the effect of social customer relationship management (SCRM) on the relationship of the senior managers and experts of independent organizations in Fars province with customers. Social customer relationship management
Seyed Mohammadbagher Jafari +1 more
doaj +2 more sources
Implementing social customer relationship management
International Journal of Contemporary Hospitality Management, 2018 PurposeThis paper aims to debate the technology-driven transformation of customer relationship management (CRM) into social CRM, which entails a shift from a transactional and automational solution to a customer experience management philosophy, reflecting high levels of customer empowerment.Design/methodology/approachA literature review provides a ...
Marianna Sigala
exaly +3 more sources
Social Customer Relationship Management: A Case Study
International Journal of Entrepreneurial Knowledge, 2017 Social Customer Relationships Management (CRM) is a current business trend providing new channels of two-way communication with customers through social media sites, such as Facebook, Twitter etc.
Paliouras Konstantinos +1 more
doaj +2 more sources
InformationThe current study aims to investigate ways through which the data on social customer relationship management (SCRM) enhance customer satisfaction (CS) as well as market effectiveness (ME) in the hotel industry.
Ibrahim A. Elshaer +5 more
doaj +3 more sources
The interaction of social CRM between CRM performance and marketing performance in hotels [PDF]
International Journal of Data and Network Science, 2021 In recent times, there has been a significant decline in hotel occupancy rates, and this is primarily due to marketing performance. Hoteliers and the decision-makers are thus seeking new strategies to increase occupancy rates by enhancing marketing ...
Jassim Ahmad Al-Gasawneh +6 more
doaj +1 more source
Identifying dimensions and components of acceptance of customer relationship management social systems by professional users using Web 2.0 technology [PDF]
ارزش آفرینی در مدیریت کسب و کار, 2023 The aim of this research is to identify the dimensions and components of acceptance of social systems of customer relationship management by professional users using Web 2.0 technology.
Seyed Hamed hamdi +3 more
doaj +1 more source