Social media technology usage and customer relationship performance : A capabilities-based examination of social CRM

@inproceedings{Trainor2013SocialMT,
  title={Social media technology usage and customer relationship performance : A capabilities-based examination of social CRM},
  author={Kevin J. Trainor and Adam Rapp and Raj Agnihotri},
  year={2013}
}
a r t i c l e i n f o Keywords: Customer relationship management CRM Customer relationship performance Information technology Marketing capabilities Social media technology This study examines how social media technology usage and customer-centric management systems contribute to a firm-level capability of social customer relationship management (CRM). Drawing from the literature in marketing, information systems, and strategic management, the first contribution of this study is the conceptu… CONTINUE READING
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