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

  title={Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM},
  author={Kevin Trainor and James ‘Mick’ Andzulis and Adam Rapp and Raj Agnihotri},
  journal={Journal of Business Research},
article i nfo 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- alization and measurement of social CRM capability. The second key contribution is the examination of how social CRM capability is influenced by both customer… Expand

Figures and Tables from this paper

Impact of Social CRM Capabilities on Firm Performance: Examining the Mediating Role of Co-Created Customer Experience
The results show that co-created customer experiences play a role of mediator between socialCRM capabilities and performance outcomes and there is an influence of Sales/marketing and customer centric technology resources on customer linking, market sensing and social CRM capabilities. Expand
Consequences Of Social Media Technologies Adoption On Crm Capabilities And Firm Performance
Social Media technologies represent an important marketing platform for companies. Nowadays, the social networks allows the distribution of information in real time, conversations between theExpand
Customer relationship management capabilities and social media technology use: Consequences on firm performance
Abstract Despite the importance of institutional factors in adopting new technologies, the role of these drivers in the use of social media technology (SMT) to strengthen customer relationshipExpand
The Impact of Social Media Technologies on Supplier and Customer Relationship Management: An Empirical Analysis in the U.S.
The evidence from this study suggests that social media networks built into supply chain relationships function as a source of knowledge resources that can create a competitive advantage, especially for focal companies. Expand
Social Media Marketing – from Tool to Capability
Abstract Whereas the application of social media marketing has been trending in business, the theoretical research that analyses the phenomenon of social media marketing is to some extent laggingExpand
Toward a Conceptual Model for Examining the Role of Social Media on Social Customer Relationship Management (SCRM) System
The proposed research methodology suggests conducting a quantitative study to validate the current study model, and SCRM is proposed as a key determinant of customer engagement, which in turn affects customer relationship performance. Expand
Extending customer relationship management into a social context
Informed by the resource-based view, this study draws on customer relationship management (CRM) and value co-creation literature to develop a framework examining the impact of social networking sitesExpand
Strengthening customer relationship in the social media era. The importance of customer relationship orientation and customer knowledge management
Social media enable firms to better involve customers in co-creation and innovation processes, and to improve customer knowledge management to achieve greater performance. The study analyzes the netExpand
Can Social Media Marketing Improve Customer Relationship Capabilities and Firm Performance? Dynamic Capability Perspective
Social media usage has become ubiquitous, and organizations need to manage this tool to meet their strategic goals. Companies are finding it necessary to modify their approach to customerExpand
Social customer relationship management: a customer perspective
ABSTRACT While the construct customer brand engagement is gaining magnitude in hospitality studies, this study establishes positive word of mouth and brand loyalty as relevant outcomes of customerExpand


Relating Social Media Technologies to Performance: A Capabilities-Based Perspective
In response to the dramatic social and technological shifts that are now shaping business–customer relationships, businesses are finding it necessary to alter their approach toward customerExpand
Performance implications of customer-linking capabilities: Examining the complementary role of customer orientation and CRM technology
This study examines how technology and complementary resources are bundled to form capabilities that foster durable customer relationships. Drawing from the literature in marketing, strategicExpand
How does CRM technology transform into organizational performance? A mediating role of marketing capability☆
Customer relationship management (CRM) technology has attracted significant attention from researchers and practitioners as a facilitator of organizational performance. Even though companies haveExpand
Integrating information technology and marketing: An examination of the drivers and outcomes of e-Marketing capability
article i nfo This research examines the performance implications of integrating information technology with marketing capabilities and other firm-level resources. Specifically, this study introducesExpand
The Role of Relational Information Processes and Technology Use in Customer Relationship Management
Drawing on the relationship marketing and market information processing literature streams, the authors conceptualize and measure relational information processes, or organizational routines that areExpand
Bringing “Social” Into Sales: The Impact of Salespeople’S Social Media Use on Service Behaviors and Value Creation
The explosive growth in the use of social media has evoked a “gold rush”–like response from organizations. However, firms in general, and salespeople in particular, are uncertain about the fitExpand
A Review of Social Media and Implications for the Sales Process
Technology-based research has a long, storied history in the sales discipline. Beginning with the role of computers to laptops, moving to the influence of the Internet, onward to customerExpand
Customer relationship management and firm performance: the mediating role of business strategy
As managers and academics increasingly raise issues about the real value of CRM, the authors question its direct and unconditional performance effect. The study advances research on CRM byExpand
Frequency of CRM implementation activities: a customer-centric view
Purpose – Customer relationship management (CRM) is considered a means to create competitive advantage for a company, as well as influence organizational performance. Much research has explored CRMExpand
The impact of CRM 2.0 on customer insight
Purpose – This paper aims to look at what CRM 2.0 is and how it impacts customer insights. It will show how CRM 2.0's incorporation of social tools and strategies with traditional operationalExpand