Implementing social customer relationship management: A process framework and implications in tourism and hospitality
M Sigala - International Journal of Contemporary Hospitality …, 2018 - emerald.com
Purpose This paper aims to debate the technology-driven transformation of customer
relationship management (CRM) into social CRM, which entails a shift from a transactional …
relationship management (CRM) into social CRM, which entails a shift from a transactional …
The missing link: Creating value with social media use in hotels
Social Media has transformed the way firms relate to their markets. Hotels all over the world
are increasingly using these tools, integrating them into their Customer Relationship …
are increasingly using these tools, integrating them into their Customer Relationship …
Service systems analysis methods and components: a systematic literature review
The service system has been proposed as the basic abstraction of service science and, as a
result, there has been much interest in the study and analysis of service systems in recent …
result, there has been much interest in the study and analysis of service systems in recent …
How Integrated Social CRM Affects Business Success: Learnings from a Literature Analysis
M Gräser, C Harris, R Alt… - 2023 IEEE International …, 2023 - ieeexplore.ieee.org
This research paper aims to identify the effects of social customer relationship management
(SCRM) on businesses in the context of information systems. The study utilizes a literature …
(SCRM) on businesses in the context of information systems. The study utilizes a literature …
[PDF][PDF] Impact of social CRM Technology use on social CRM performance: An organizational perspective
T Küpper - 2016 - e-helvetica.nb.admin.ch
1.1 Background New Internet-based applications (eg, Social Media) enable a new mode of
communication and interaction between companies and their customers. Social Media …
communication and interaction between companies and their customers. Social Media …
Customer Service Experience Through Technology-Enabled Social CRM–An Exploratory Analysis in the Automotive Industry
AW Baur, JS Henne, M Bick - Social Media: The Good, the Bad, and the …, 2016 - Springer
In recent years, social media and the Web 2.0 have rapidly gained an increasing popularity.
Companies have recognized this development and anticipate higher customer satisfaction …
Companies have recognized this development and anticipate higher customer satisfaction …
The role and nature of social customer relationship management (social CRM) in Australian companies
K Yawised - 2017 - figshare.utas.edu.au
The aim of this thesis is to examine the uptake of Social Customer Relationship
Management (Social CRM) in Australian companies by generating insight into factors that …
Management (Social CRM) in Australian companies by generating insight into factors that …