Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM
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 thi...
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| Published in | Journal of business research Vol. 67; no. 6; pp. 1201 - 1208 |
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| Main Authors | , , , |
| Format | Journal Article |
| Language | English |
| Published |
New York
Elsevier Inc
01.06.2014
Elsevier Sequoia S.A |
| Subjects | |
| Online Access | Get full text |
| ISSN | 0148-2963 1873-7978 |
| DOI | 10.1016/j.jbusres.2013.05.002 |
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| Abstract | 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. |
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| AbstractList | 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. [PUBLICATION ABSTRACT] All rights reserved, Elsevier 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. [PUBLICATION ABSTRACT] 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. |
| Author | Trainor, Kevin J. Rapp, Adam Andzulis, James (Mick) Agnihotri, Raj |
| Author_xml | – sequence: 1 givenname: Kevin J. surname: Trainor fullname: Trainor, Kevin J. email: kevin.trainor@nau.edu organization: The W.A. Franke College of Business, Northern Arizona University, P.O. Box 15066, Flagstaff, AZ 86011-5066, United States – sequence: 2 givenname: James (Mick) surname: Andzulis fullname: Andzulis, James (Mick) email: jmandzulis@crimson.ua.edu organization: Department of Management and Marketing, University of Alabama, 105 Alston Hall, Tuscaloosa, AL 35487, United States – sequence: 3 givenname: Adam surname: Rapp fullname: Rapp, Adam email: arapp@cba.ua.edu organization: Department of Management and Marketing, University of Alabama, 105 Alston Hall, Tuscaloosa, AL 35487, United States – sequence: 4 givenname: Raj surname: Agnihotri fullname: Agnihotri, Raj email: rsagni@gmail.com organization: The Schey Sales Center, Ohio University, Athens, OH 45701, United States |
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| SubjectTerms | CRM Customer relationship management Customer relationship performance Customers Information systems Information technology Management theory Marketing Marketing capabilities Mathematical models Measurement Organizational behaviour Public relations Social media Social media technology Social networks Strategic management Studies Technology Technology adoption |
| Title | Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM |
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