TY - JOUR
T1 - Social media technology usage and customer relationship performance
T2 - A capabilities-based examination of social CRM
AU - Trainor, Kevin J.
AU - Andzulis, James(Mick)
AU - Rapp, Adam
AU - Agnihotri, Raj
PY - 2014/6
Y1 - 2014/6
N2 - This study examines how social media technology usage and customer-centric management systems contribute to a firm-level capability of social customer relationship management (CRM). Drawing from the literature in marketing, information systems, and strategic management, the first contribution of this study is the conceptualization and measurement of social CRM capability. The second key contribution is the examination of how social CRM capability is influenced by both customer-centric management systems and social media technologies. These two resources are found to have an interactive effect on the formation of a firm-level capability that is shown to positively relate to customer relationship performance. The study analyzes data from 308 organizations using a structural equation modeling approach.
AB - This study examines how social media technology usage and customer-centric management systems contribute to a firm-level capability of social customer relationship management (CRM). Drawing from the literature in marketing, information systems, and strategic management, the first contribution of this study is the conceptualization and measurement of social CRM capability. The second key contribution is the examination of how social CRM capability is influenced by both customer-centric management systems and social media technologies. These two resources are found to have an interactive effect on the formation of a firm-level capability that is shown to positively relate to customer relationship performance. The study analyzes data from 308 organizations using a structural equation modeling approach.
KW - CRM
KW - Customer relationship management
KW - Customer relationship performance
KW - Information technology
KW - Marketing capabilities
KW - Social media technology
UR - http://www.scopus.com/inward/record.url?scp=84897659806&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=84897659806&partnerID=8YFLogxK
U2 - 10.1016/j.jbusres.2013.05.002
DO - 10.1016/j.jbusres.2013.05.002
M3 - Article
AN - SCOPUS:84897659806
SN - 0148-2963
VL - 67
SP - 1201
EP - 1208
JO - Journal of Business Research
JF - Journal of Business Research
IS - 6
ER -