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Published in 2020 at "International Journal of Organizational Analysis"
DOI: 10.1108/ijoa-11-2019-1933
Abstract: Purpose This study aims to identify the business benefit of and factors affecting the use of social customer relationship management (SCRM) in Indian organizations. Design/methodology/approach Building on theoretical foundations, a conceptual model of factors affecting…
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Keywords:
use;
customer relationship;
social customer;
scrm ... See more keywords