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Can Social Media Marketing Improve Customer Relationship Capabilities and Firm Performance? Dynamic Capability Perspective

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  1. Yılmaz, Emrah Sıtkı & Ozpolat, Aslı & Destek, Mehmet Akif, 2022. "Do Twitter Sentiments Really Effective on Energy Stocks? Evidence from Intercompany Dependency," MPRA Paper 114155, University Library of Munich, Germany.
  2. Witek-Hajduk Marzanna K. & Zaborek Piotr, 2022. "Social media use in international marketing: Impact on brand and firm performance," International Journal of Management and Economics, Warsaw School of Economics, Collegium of World Economy, vol. 58(2), pages 121-142, June.
  3. Majumdar, Adrija & Bose, Indranil, 2019. "Do tweets create value? A multi-period analysis of Twitter use and content of tweets for manufacturing firms," International Journal of Production Economics, Elsevier, vol. 216(C), pages 1-11.
  4. 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.
  5. João M. Lopes & José Oliveira, 2022. "The New Times of Social Media Marketing in the B2B Framework," Businesses, MDPI, vol. 2(2), pages 1-12, April.
  6. Kareem M. Selem & Muhammad Haroon Shoukat & Syed Asim Shah & Marianny Jessica Brito Silva, 2023. "The dual effect of digital communication reinforcement drivers on purchase intention in the social commerce environment," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-12, December.
  7. Mary Beth McCabe & Richard Weaver, 2018. "Social Media Marketing Strategies For Educational Programs," Global Journal of Business Research, The Institute for Business and Finance Research, vol. 12(2), pages 53-62.
  8. Marchand, André & Hennig-Thurau, Thorsten & Flemming, Jan, 2021. "Social media resources and capabilities as strategic determinants of social media performance," International Journal of Research in Marketing, Elsevier, vol. 38(3), pages 549-571.
  9. Mitch Kramer, 2019. "Social Media Networking And The Impact It Has On Enterprise Application Software," Global Journal of Business Research, The Institute for Business and Finance Research, vol. 13(2), pages 37-45.
  10. Jaffar Abbas & Saqlain Raza & Mohammad Nurunnabi & Mohd Sobri Minai & Shaher Bano, 2019. "The Impact of Entrepreneurial Business Networks on Firms’ Performance Through a Mediating Role of Dynamic Capabilities," Sustainability, MDPI, vol. 11(11), pages 1-28, May.
  11. Deszczyński, Bartosz & Beręsewicz, Maciej, 2021. "The maturity of relationship management and firm performance – A step toward relationship management middle-range theory," Journal of Business Research, Elsevier, vol. 135(C), pages 358-372.
  12. 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).
  13. Mehbooba Sultana & Ditalak Mpanme & Jaynal Uddin Ahmed, 2022. "Customer Relationship Management Practices and Employee Sensitivities of Private Sector Banks: An Analysis in Indian Context," Business and Economic Research, Macrothink Institute, vol. 12(4), pages 168-182, December.
  14. Dewi Hanggraeni & Beata Ślusarczyk & Liyu Adhi Kasari Sulung & Athor Subroto, 2019. "The Impact of Internal, External and Enterprise Risk Management on the Performance of Micro, Small and Medium Enterprises," Sustainability, MDPI, vol. 11(7), pages 1-17, April.
  15. Lu, Qiang Steven & Miller, Rohan, 2019. "How Social Media Communications Combine with Customer Loyalty Management to Boost Green Retail Sales," Journal of Interactive Marketing, Elsevier, vol. 46(C), pages 87-100.
  16. FeCheng Ma & Farhan Khan & Kashif Ullah Khan & Si XiangYun, 2021. "Investigating the Impact of Information Technology, Absorptive Capacity, and Dynamic Capabilities on Firm Performance: An Empirical Study," SAGE Open, , vol. 11(4), pages 21582440211, November.
  17. Aracil-Jordá, Jorge & Clemente-Almendros, Jose-Antonio & Jiménez-Zarco, Ana-Isabel & González-González, Inés, 2023. "Improving the social performance of women-led microenterprises: The role of social media marketing actions," Technological Forecasting and Social Change, Elsevier, vol. 191(C).
  18. Dominik M. Wielgos & Christian Homburg & Christina Kuehnl, 2021. "Digital business capability: its impact on firm and customer performance," Journal of the Academy of Marketing Science, Springer, vol. 49(4), pages 762-789, July.
  19. Syed Zeeshan Zahoor & A. M. Shah, 2024. "Impact of Social Media on Users’ Complex Buying Behaviour: Analysing the Mediating Effect of Perception and Moderating Effect of Extended Social Media Usage," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 49(1), pages 119-148, February.
  20. Khan, Imran, 2022. "Do brands’ social media marketing activities matter? A moderation analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
  21. Wu, Chih-Wen & Botella-Carrubi, Dolores & Blanco-González-Tejero, Cristina, 2024. "The empirical study of digital marketing strategy and performance in small and medium-sized enterprises (SMEs)," Technological Forecasting and Social Change, Elsevier, vol. 200(C).
  22. Lijuan Bai & Xiangbin Yan, 2023. "Impact of social media capability on firm performance: new evidence from China," Asian Business & Management, Palgrave Macmillan, vol. 22(1), pages 118-136, February.
  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. 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.
  25. Zhao, Yan & Wen, Lingling & Feng, Xiangnan & Li, Ran & Lin, Xiaolin, 2020. "How managerial responses to online reviews affect customer satisfaction: An empirical study based on additional reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
  26. 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.
  27. Vasu Unnava & Ashwin Aravindakshan, 2021. "How does consumer engagement evolve when brands post across multiple social media?," Journal of the Academy of Marketing Science, Springer, vol. 49(5), pages 864-881, September.
  28. Mena, Jeannette A. & Hult, G. Tomas M. & Ferrell, O.C. & Zhang, Yufei, 2019. "Competing assessments of market-driven, sustainability-centered, and stakeholder-focused approaches to the customer-brand relationships and performance," Journal of Business Research, Elsevier, vol. 95(C), pages 531-543.
  29. 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.
  30. Schaefers, Tobias & Falk, Tomas & Kumar, Ashish & Schamari, Julia, 2021. "More of the same? Effects of volume and variety of social media brand engagement behavior," Journal of Business Research, Elsevier, vol. 135(C), pages 282-294.
  31. Jing Yang & Kelly Basile, 2022. "Communicating Corporate Social Responsibility: External Stakeholder Involvement, Productivity and Firm Performance," Journal of Business Ethics, Springer, vol. 178(2), pages 501-517, June.
  32. Bouteska, Ahmed & Ha, Le Thanh & Bhuiyan, Faruk & Sharif, Taimur & Abedin, Mohammad Zoynul, 2024. "Contagion between investor sentiment and green bonds in China during the global uncertainties," International Review of Economics & Finance, Elsevier, vol. 93(PA), pages 469-484.
  33. Ye, Yu & Yu, Qionglei & Zheng, Yongjun & Zheng, Yi, 2022. "Investigating the effect of social media application on firm capabilities and performance: The perspective of dynamic capability view," Journal of Business Research, Elsevier, vol. 139(C), pages 510-519.
  34. Al-Omoush, Khaled Saleh & Simón-Moya, Virginia & Al-ma'aitah, Mohammad Atwah & Sendra-García, Javier, 2021. "The determinants of social CRM entrepreneurship: An institutional perspective," Journal of Business Research, Elsevier, vol. 132(C), pages 21-31.
  35. Pezzuti, Todd & Leonhardt, James M. & Warren, Caleb, 2021. "Certainty in Language Increases Consumer Engagement on Social Media," Journal of Interactive Marketing, Elsevier, vol. 53(C), pages 32-46.
  36. Michela Floris & Angela Dettori, 2020. "Is Social Media Adoption a Powerful Means to Reach High Performance in Small- and Medium-Sized Firms? An Empirical Investigation," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 12(2), pages 1-50, July.
  37. Fernando Santini & Wagner Junior Ladeira & Diego Costa Pinto & Márcia Maurer Herter & Claudio Hoffmann Sampaio & Barry J. Babin, 2020. "Customer engagement in social media: a framework and meta-analysis," Journal of the Academy of Marketing Science, Springer, vol. 48(6), pages 1211-1228, November.
  38. Agag, Gomaa & Durrani, Baseer Ali & Shehawy, Yasser Moustafa & Alharthi, Majed & Alamoudi, Hawazen & El-Halaby, Sherif & Hassanein, Ahmed & Abdelmoety, Ziad H., 2023. "Understanding the link between customer feedback metrics and firm performance," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
  39. 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.
  40. Agnieszka Izabela Baruk & Grzegorz Wesołowski, 2021. "The Effect of Using Social Media in the Modern Marketing Communication on the Shaping an External Employer’s Image," Energies, MDPI, vol. 14(14), pages 1-23, July.
  41. Goyal Vinay, 2019. "Brand Image and its Determinants: A Stochastic Frontier Approach Analysis," Review of Marketing Science, De Gruyter, vol. 17(1), pages 1-22, June.
  42. Cliff R. Kikawa & Charity Kiconco & Moses Agaba & Dimas Ntirampeba & Amos Ssematimba & Billy M. Kalema, 2022. "Social Media Marketing for Small and Medium Enterprise Performance in Uganda: A Structural Equation Model," Sustainability, MDPI, vol. 14(21), pages 1-20, November.
  43. Onețiu Darius Daniel, 2020. "The Impact of Social Media Adoption by Companies. Digital Transformation," Studia Universitatis „Vasile Goldis” Arad – Economics Series, Sciendo, vol. 30(2), pages 83-96, June.
  44. Alice Mazzucchelli & Roberto Chierici & Barbara Del Bosco & Francesca Ceruti, 2019. "Does the use of social media affect customer relationship performance? Evidences from Italy," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2019(1), pages 55-74.
  45. Carmen Berne-Manero & Mercedes Marzo-Navarro, 2020. "Exploring How Influencer and Relationship Marketing Serve Corporate Sustainability," Sustainability, MDPI, vol. 12(11), pages 1-19, May.
  46. Christian Homburg & Dominik M. Wielgos, 2022. "The value relevance of digital marketing capabilities to firm performance," Journal of the Academy of Marketing Science, Springer, vol. 50(4), pages 666-688, July.
  47. Simona VINEREAN, 2017. "Importance of Strategic Social Media Marketing," Expert Journal of Marketing, Sprint Investify, vol. 5(2), pages 28-35.
  48. Andy Fred Wali & Hope Adanne Andy-Wali, 2018. "Students as Valuable Customers," Paradigm, , vol. 22(1), pages 1-16, June.
  49. Brewis, Claire & Dibb, Sally & Meadows, Maureen, 2023. "Leveraging big data for strategic marketing: A dynamic capabilities model for incumbent firms," Technological Forecasting and Social Change, Elsevier, vol. 190(C).
  50. Sheng, Jie, 2019. "Being Active in Online Communications: Firm Responsiveness and Customer Engagement Behaviour," Journal of Interactive Marketing, Elsevier, vol. 46(C), pages 40-51.
  51. Gornostaeva, Galina, 2023. "The development of digital commerce in the fashion industry: The typology of emerging designers in London," Technological Forecasting and Social Change, Elsevier, vol. 186(PA).
  52. Elisabete SILVA & Hugo SOARES & José Duarte SANTOS & Fernando ALMEIDA, 2020. "THE ROLE OF SOCIAL MEDIA IN PORTUGUESE SMEs," Management and Marketing Journal, University of Craiova, Faculty of Economics and Business Administration, vol. 0(2), pages 99-116, November.
  53. Xiaoli Wang & Ying Gu & Mahmood Ahmad & Chaokai Xue, 2022. "The Impact of Digital Capability on Manufacturing Company Performance," Sustainability, MDPI, vol. 14(10), pages 1-24, May.
  54. Romina Cheraghalizadeh & Hossein Olya & Mustafa Tumer, 2021. "The Effects of External and Internal Factors on Competitive Advantage—Moderation of Market Dynamism and Mediation of Customer Relationship Building," Sustainability, MDPI, vol. 13(7), pages 1-15, April.
  55. Asare Evans Kwabena & Kaodui Li & Osei-Assibey Mandella Bonsu & Obeng Belinda Faamaa & Baah Alexander, 2020. "Effects of Social Media on Firm Performance and Customer Relations-Evidence from Ghana," Business and Economic Research, Macrothink Institute, vol. 10(1), pages 101-111, March.
  56. Motamarri, Saradhi & Akter, Shahriar & Hossain, Md Afnan & Dwivedi, Yogesh K, 2022. "How does remote analytics empowerment capability payoff in the emerging industrial revolution?," Journal of Business Research, Elsevier, vol. 144(C), pages 1163-1174.
  57. Ardeshir Bazrkar & Mohammad Hajimohammadi & Erfan Aramoon & Vahid Aramoon, 2021. "Effect of the Social Media Marketing Strategy on Customer Participation Intention in Light of the Mediating Role of Customer Perceived Value," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 33(1), pages 41-58.
  58. 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).
  59. Hyun Gon Kim & Zhan Wang, 2019. "Defining and measuring social customer-relationship management (CRM) capabilities," Journal of Marketing Analytics, Palgrave Macmillan, vol. 7(1), pages 40-50, March.
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