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Customer relationship management capabilities and social media technology use: Consequences on firm performance

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Cited by:

  1. Luigi Lepore & Loris Landriani & Sabrina Pisano & Gabriella D’Amore & Stefano Pozzoli, 2023. "Corporate governance in the digital age: the role of social media and board independence in CSR disclosure. Evidence from Italian listed companies," Journal of Management & Governance, Springer;Accademia Italiana di Economia Aziendale (AIDEA), vol. 27(3), pages 749-785, September.
  2. 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.
  3. 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.
  4. 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.
  5. Teo Shao Zhen, 2021. "Online Business Capabilities and Online Business Performance in the Malaysian Fashion Industry," GATR Journals gjbssr590, Global Academy of Training and Research (GATR) Enterprise.
  6. Savina Nur Izzati & Romadhani Ardi & Sunkuk Kim & Shafira Arindra Putri, 2024. "Evaluating Drivers and Barriers of Integrated Waste Management System Implementation in Indonesian Construction Industry: A DEMATEL-Based Analytical Network Process," Sustainability, MDPI, vol. 16(6), pages 1-18, March.
  7. 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.
  8. Ashish Kumar Jha & Nishant Kumar Verma, 2023. "Social Media Sustainability Communication: An Analysis of Firm Behaviour and Stakeholder Responses," Information Systems Frontiers, Springer, vol. 25(2), pages 723-742, April.
  9. Cartwright, Severina & Davies, Iain & Archer-Brown, Chris, 2021. "Managing relationships on social media in business-to-business organisations," Journal of Business Research, Elsevier, vol. 125(C), pages 120-134.
  10. Nurullah DELİOĞLU & Beynaz UYSAL, 2022. "A Review on Agile Leadership and Digital Transformation," Yildiz Social Science Review, Yildiz Technical University, vol. 8(2), pages 121-128.
  11. 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).
  12. Lu Sun & Hui He & Chengyi Yue & Wenmin Lin, 2024. "RETRACTED ARTICLE: Unleashing Competitive Edge in the Digital Era: Exploring Information Interaction Capabilities of Emerging Smart Manufacturing Enterprises," Journal of the Knowledge Economy, Springer;Portland International Center for Management of Engineering and Technology (PICMET), vol. 15(3), pages 10853-10897, September.
  13. Emmanuel Bruce & Zhao Shurong & Sulemana Bankuoru Egala & John Amoah & Du Ying & Huang Rui & Tai Lyu, 2022. "Social Media Usage and SME Firms’ Sustainability: An Introspective Analysis from Ghana," Sustainability, MDPI, vol. 14(15), pages 1-17, August.
  14. Rahman, Muhammad Sabbir & Bag, Surajit & Gupta, Shivam & Sivarajah, Uthayasankar, 2023. "Technology readiness of B2B firms and AI-based customer relationship management capability for enhancing social sustainability performance," Journal of Business Research, Elsevier, vol. 156(C).
  15. Chen, Jiawen & Liu, Linlin, 2023. "Social media usage and entrepreneurial investment: An information-based view," Journal of Business Research, Elsevier, vol. 155(PB).
  16. Pindard-Lejarraga, Maud & Lejarraga, José, 2024. "Information source and entrepreneurial performance expectations: Experience-based versus description-based opportunity evaluations," Journal of Business Research, Elsevier, vol. 172(C).
  17. 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.
  18. Fahim ul Amin & Qingkai Ji & María del Carmen Valls Martínez & Qian-Li Dong & Shamsa Kanwal & Iram Zulfiqar, 2023. "The Moderating Effect of Customer Relationship on Supply Chain Risk Management and Organization Performance in Logistics Sector of Pakistan," SAGE Open, , vol. 13(1), pages 21582440231, March.
  19. 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.
  20. Mina Nasiri & Minna Saunila & Juhani Ukko & Tero Rantala & Hannu Rantanen, 2023. "Shaping Digital Innovation Via Digital-related Capabilities," Information Systems Frontiers, Springer, vol. 25(3), pages 1063-1080, June.
  21. Ala Shakeeb Awad & Ahmet Ertugan & Ayshe Hyusein, 2022. "Mode of Collaboration between the Pharmaceutical Firms and Pharmacists: An Empirical Investigation of Social Media Marketing Activities," Sustainability, MDPI, vol. 14(20), pages 1-14, October.
  22. 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.
  23. Samppa Suoniemi & Lars Meyer-Waarden & Andreas Munzel & Alex Ricardo Zablah & Detmar Straub, 2020. "Big data and firm performance: The roles of market-directed capabilities and business strategy," Post-Print hal-02957479, HAL.
  24. Ganotakis, Panagiotis & Angelidou, Sofia & Saridakis, Charalampos & Piperopoulos, Panagiotis & Dindial, Miguel, 2023. "Innovation, digital technologies, and sales growth during exogenous shocks," Technological Forecasting and Social Change, Elsevier, vol. 193(C).
  25. Muiruri Martha Njeri & Jane Munga & James Mbebe, 2024. "Influence of Customer Relations Strategies on Performance of SACCOs in Kiambu County," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(2), pages 1756-1763, February.
  26. Henseler, Jörg & Schuberth, Florian, 2020. "Using confirmatory composite analysis to assess emergent variables in business research," Journal of Business Research, Elsevier, vol. 120(C), pages 147-156.
  27. 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).
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