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Organizations today have a diversity of applications available to support the management of customer relationships, namely electronic-customer relationship management (eCRM) applications. Despite the growing need of understanding eCRM in small and medium-sized enterprises (SMEs), eCRM research is largely focused on large organizations. Building on the(More)
In a work environment that is dominated by distributed work, virtual teams, and knowledge sharing, social capital enabled by computer mediated communication (CMC) has become a critically important, but increasingly more difficult resource for individuals to manage. Social capital is built on the foundation of social interactions; developing and maintaining(More)