Examining social customer relationship management among Irish hotels
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DOI: 10.1108/ijchm-08-2016-0415
Abstract: Purpose The purpose of this study is to develop and test a model examining the key factors that emerge from the social customer relationship management (CRM) process. Specifically, the study aims to address the chain-of-effects… read more here.
Keywords: customer relationship; social customer; relationship management; customer ... See more keywords
Social customer relationship management factors and business benefits
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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… read more here.
Keywords: use; customer relationship; social customer; scrm ... See more keywords