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Examining the role of sales-based CRM technology and social media use on post-sale service behaviors in India

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  1. Chatterjee, Sheshadri & Chaudhuri, Ranjan & Vrontis, Demetris, 2022. "AI and digitalization in relationship management: Impact of adopting AI-embedded CRM system," Journal of Business Research, Elsevier, vol. 150(C), pages 437-450.
  2. Nagwan AlQershi & Sany Sanuri Mohd Mokhtar & Zakaria Abas, 2022. "The influence of structural capital on the relationship between CRM implementation and the performance of manufacturing SMEs," International Journal of System Assurance Engineering and Management, Springer;The Society for Reliability, Engineering Quality and Operations Management (SREQOM),India, and Division of Operation and Maintenance, Lulea University of Technology, Sweden, vol. 13(3), pages 1205-1218, June.
  3. 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.
  4. Guy Assaker & Wassim Shahin, 2022. "What Drives Faculty Publication Citations in the Business Field? Empirical Results from an AACSB Middle Eastern Institution," Publications, MDPI, vol. 10(4), pages 1-29, November.
  5. 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.
  6. Itani, Omar S. & Jaramillo, Fernando & Paesbrugghe, Bert, 2020. "Between a rock and a hard place: Seizing the opportunity of demanding customers by means of frontline service behaviors," Journal of Retailing and Consumer Services, Elsevier, vol. 53(C).
  7. Rayburn, Steven W. & Badrinarayanan, Vishag & Anderson, Sidney T. & Gupta, Aditya, 2021. "Continuous techno-training and business-to-business salesperson success: How boosting techno-efficacy enhances sales effort and performance," Journal of Business Research, Elsevier, vol. 133(C), pages 66-78.
  8. Valter Afonso Vieira & Marcos Inácio Severo Almeida & Raj Agnihotri & Nôga Simões De Arruda Corrêa Silva & S. Arunachalam, 2019. "In pursuit of an effective B2B digital marketing strategy in an emerging market," Journal of the Academy of Marketing Science, Springer, vol. 47(6), pages 1085-1108, November.
  9. 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.
  10. 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.
  11. 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.
  12. 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).
  13. Laurianne Schmitt & Eric Casenave & Jessie Pallud, 2021. "Salespeople's work toward the institutionalization of social selling practices," Post-Print hal-03868903, HAL.
  14. Yogesh K. Dwivedi & Elvira Ismagilova & Nripendra P. Rana & Ramakrishnan Raman, 2023. "Social Media Adoption, Usage And Impact In Business-To-Business (B2B) Context: A State-Of-The-Art Literature Review," Information Systems Frontiers, Springer, vol. 25(3), pages 971-993, June.
  15. Fred Miao & Yi Zheng & Zhimei Zang & Douglas B. Grisaffe & Kenneth Evans, 2022. "Managing differential effects of salespersons’ regulatory foci–a dual process model of dominant and supplemental pathways," Journal of the Academy of Marketing Science, Springer, vol. 50(3), pages 563-585, May.
  16. Li, Xiaodong & Liu, Zibing & Ren, Ai & Gong, Bengang, 2022. "What fuzzy requests bring to frontline employees: An absorptive capacity theory perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
  17. Itani, Omar S. & Goad, Emily A. & Jaramillo, Fernando, 2019. "Building customer relationships while achieving sales performance results: Is listening the holy grail of sales?," Journal of Business Research, Elsevier, vol. 102(C), pages 120-130.
  18. Maraj Rahman Sofi & Iqbal Ahmad Hakim, 2018. "Customer Relationship Management as Tool to Enhance Competitive Effectiveness: Model Revisited," FIIB Business Review, , vol. 7(3), pages 201-215, September.
  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. 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).
  21. Tiwary, Nishant Kumar & Kumar, Rishi Kant & Sarraf, Shagun & Kumar, Prashant & Rana, Nripendra P., 2021. "Impact assessment of social media usage in B2B marketing: A review of the literature and a way forward," Journal of Business Research, Elsevier, vol. 131(C), pages 121-139.
  22. Ruz-Mendoza, Miguel Á. & Trifu, Andreea & Cambra-Fierro, Jesús & Melero-Polo, Iguácel, 2021. "Standardized vs. customized firm-initiated interactions: Their effect on customer gratitude and performance in a B2B context," Journal of Business Research, Elsevier, vol. 133(C), pages 341-353.
  23. Gustafson, Brandon M. & Pomirleanu, Nadia & John Mariadoss, Babu & Johnson, Jean L., 2021. "The social buyer: A framework for the dynamic role of social media in organizational buying," Journal of Business Research, Elsevier, vol. 125(C), pages 806-814.
  24. Zahy B. Ramadan, 2019. "Brand–brand relational moments," Journal of Brand Management, Palgrave Macmillan, vol. 26(6), pages 705-716, November.
  25. Romain Franck & Maud Dampérat, 2023. "Influence of sales support technologies on salesperson performance: A study of interpersonal and intrapersonal mediators [Influence des technologies d’aide à la vente sur les performances du commer," Post-Print halshs-04159504, HAL.
  26. Bruno Lussier & Nathaniel N. Hartmann & Willy Bolander, 2021. "Curbing the Undesirable Effects of Emotional Exhaustion on Ethical Behaviors and Performance: A Salesperson–Manager Dyadic Approach," Journal of Business Ethics, Springer, vol. 169(4), pages 747-766, April.
  27. Lussier, Bruno & Philp, Matthew & Hartmann, Nathaniel N. & Wieland, Heiko, 2021. "Social anxiety and salesperson performance: The roles of mindful acceptance and perceived sales manager support," Journal of Business Research, Elsevier, vol. 124(C), pages 112-125.
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