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Conference Paper/Proceeding/Abstract 660 views 183 downloads

Toward a Conceptual Model for Examining the Role of Social Media on Social Customer Relationship Management (SCRM) System

Abdullah M. Baabdullah, Nripendra P. Rana, Ali Abdallah Alalwan, Raed Algharabat, Hatice Kizgin Orcid Logo, Ghazi A. Al-Weshah

Smart Working, Living and Organising, Volume: 533, Pages: 102 - 109

Swansea University Author: Hatice Kizgin Orcid Logo

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DOI (Published version): 10.1007/978-3-030-04315-5_8

Abstract

Organizations worldwide are becoming more interested in utilizingsocial media applications to enhance their marketing capabilities. One of themain fruits of integrating social media applications into the marketing, informationtechnology and information systems areas is social customer relationshipma...

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Published in: Smart Working, Living and Organising
ISBN: 978-3-030-04314-8 978-3-030-04315-5
ISSN: 1868-4238 1868-422X
Published: 2019
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URI: https://cronfa.swan.ac.uk/Record/cronfa48017
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first_indexed 2019-01-09T14:01:47Z
last_indexed 2019-03-12T13:55:50Z
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spelling 2019-03-12T08:47:28.3028963 v2 48017 2018-12-27 Toward a Conceptual Model for Examining the Role of Social Media on Social Customer Relationship Management (SCRM) System aee450d5f03de221beed09567f911964 0000-0003-0841-8973 Hatice Kizgin Hatice Kizgin true false 2018-12-27 BBU Organizations worldwide are becoming more interested in utilizingsocial media applications to enhance their marketing capabilities. One of themain fruits of integrating social media applications into the marketing, informationtechnology and information systems areas is social customer relationshipmanagement (SCRM). SCRM has been the focus of attention for both marketingacademics and practitioners. However, as this area is quite new, there is a needto propose a theoretical foundation explaining how using social media platformsfor SCRM systems could predict customer engagement and customer relationshipperformance. Three main factors, i.e. social media use, a customer-centricmanagement system, and relationship marketing orientation, are considered askey predictors of SCRM. SCRM is proposed as a key determinant of customerengagement, which in turn affects customer relationship performance. Theproposed research methodology suggests conducting a quantitative study tovalidate the current study model. Further discussion regarding the researchcontribution and main limitations are provided in the last sections. Conference Paper/Proceeding/Abstract Smart Working, Living and Organising 533 102 109 978-3-030-04314-8 978-3-030-04315-5 1868-4238 1868-422X SCRM, Social media, Customer engagement, Jordan 31 12 2019 2019-12-31 10.1007/978-3-030-04315-5_8 COLLEGE NANME Business COLLEGE CODE BBU Swansea University 2019-03-12T08:47:28.3028963 2018-12-27T11:49:48.7891121 Faculty of Humanities and Social Sciences School of Management - Business Management Abdullah M. Baabdullah 1 Nripendra P. Rana 2 Ali Abdallah Alalwan 3 Raed Algharabat 4 Hatice Kizgin 0000-0003-0841-8973 5 Ghazi A. Al-Weshah 6 0048017-17012019133005.pdf SCRMRevisedManuscript.pdf 2019-01-17T13:30:05.6530000 Output 681671 application/pdf Accepted Manuscript true 2019-12-07T00:00:00.0000000 true eng
title Toward a Conceptual Model for Examining the Role of Social Media on Social Customer Relationship Management (SCRM) System
spellingShingle Toward a Conceptual Model for Examining the Role of Social Media on Social Customer Relationship Management (SCRM) System
Hatice Kizgin
title_short Toward a Conceptual Model for Examining the Role of Social Media on Social Customer Relationship Management (SCRM) System
title_full Toward a Conceptual Model for Examining the Role of Social Media on Social Customer Relationship Management (SCRM) System
title_fullStr Toward a Conceptual Model for Examining the Role of Social Media on Social Customer Relationship Management (SCRM) System
title_full_unstemmed Toward a Conceptual Model for Examining the Role of Social Media on Social Customer Relationship Management (SCRM) System
title_sort Toward a Conceptual Model for Examining the Role of Social Media on Social Customer Relationship Management (SCRM) System
author_id_str_mv aee450d5f03de221beed09567f911964
author_id_fullname_str_mv aee450d5f03de221beed09567f911964_***_Hatice Kizgin
author Hatice Kizgin
author2 Abdullah M. Baabdullah
Nripendra P. Rana
Ali Abdallah Alalwan
Raed Algharabat
Hatice Kizgin
Ghazi A. Al-Weshah
format Conference Paper/Proceeding/Abstract
container_title Smart Working, Living and Organising
container_volume 533
container_start_page 102
publishDate 2019
institution Swansea University
isbn 978-3-030-04314-8
978-3-030-04315-5
issn 1868-4238
1868-422X
doi_str_mv 10.1007/978-3-030-04315-5_8
college_str Faculty of Humanities and Social Sciences
hierarchytype
hierarchy_top_id facultyofhumanitiesandsocialsciences
hierarchy_top_title Faculty of Humanities and Social Sciences
hierarchy_parent_id facultyofhumanitiesandsocialsciences
hierarchy_parent_title Faculty of Humanities and Social Sciences
department_str School of Management - Business Management{{{_:::_}}}Faculty of Humanities and Social Sciences{{{_:::_}}}School of Management - Business Management
document_store_str 1
active_str 0
description Organizations worldwide are becoming more interested in utilizingsocial media applications to enhance their marketing capabilities. One of themain fruits of integrating social media applications into the marketing, informationtechnology and information systems areas is social customer relationshipmanagement (SCRM). SCRM has been the focus of attention for both marketingacademics and practitioners. However, as this area is quite new, there is a needto propose a theoretical foundation explaining how using social media platformsfor SCRM systems could predict customer engagement and customer relationshipperformance. Three main factors, i.e. social media use, a customer-centricmanagement system, and relationship marketing orientation, are considered askey predictors of SCRM. SCRM is proposed as a key determinant of customerengagement, which in turn affects customer relationship performance. Theproposed research methodology suggests conducting a quantitative study tovalidate the current study model. Further discussion regarding the researchcontribution and main limitations are provided in the last sections.
published_date 2019-12-31T03:58:18Z
_version_ 1763752959617794048
score 11.037319

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