Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM - Trainor, Kevin J.; Andzulis, James (Mick); Rapp, Adam; Agnihotri, Raj (Journal of business research, 2014)
Keywords: 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; Customer relationship performance; Marketing capabilities; Social media technology; Information technology; Customer relationship management; CRM