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

@article{Trainor2014SocialMT,
  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},
  year={2014},
  volume={67},
  pages={1201-1208}
}
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

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