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Journal articles on the topic 'Customer relationship management social'

Author: Grafiati

Published: 10 September 2021

Last updated: 30 July 2025

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1

Sigala, Marianna. "Implementing social customer relationship management." International Journal of Contemporary Hospitality Management 30, no. 7 (2018): 2698–726. http://dx.doi.org/10.1108/ijchm-10-2015-0536.

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PurposeThis paper aims to debate the technology-driven transformation of customer relationship management (CRM) into social CRM, which entails a shift from a transactional and automational solution to a customer experience management philosophy, reflecting high levels of customer empowerment.Design/methodology/approachA literature review provides a critical analysis of the concept, tenets, aims and implementation approaches of social CRM. Arguments are summarised by developing a process-based framework for implementing social CRM.FindingsBy adopting a value co-creation approach that recognises

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Alt, Rainer, and Olaf Reinhold. "Social-Customer-Relationship-Management (Social-CRM)." WIRTSCHAFTSINFORMATIK 54, no. 5 (2012): 281–86. http://dx.doi.org/10.1007/s11576-012-0330-6.

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Alt, Rainer, and Olaf Reinhold. "Social Customer Relationship Management (Social CRM)." Business & Information Systems Engineering 4, no. 5 (2012): 287–91. http://dx.doi.org/10.1007/s12599-012-0225-5.

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Dewnarain, Senika, Haywantee Ramkissoon, and Felix Mavondo. "Social customer relationship management: a customer perspective." Journal of Hospitality Marketing & Management 30, no. 6 (2021): 673–98. http://dx.doi.org/10.1080/19368623.2021.1884162.

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Preckel, Alexander, and Peter Weber. "Social Customer Relationship Management (SCRM)." Business + Innovation 2, no. 3 (2011): 45–53. http://dx.doi.org/10.1365/s35789-011-0027-y.

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Paliouras, Konstantinos, and Kerstin V. Siakas. "Social Customer Relationship Management: A Case Study." International Journal of Entrepreneurial Knowledge 5, no. 1 (2017): 20–34. http://dx.doi.org/10.1515/ijek-2017-0002.

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Abstract Social Customer Relationships Management (CRM) is a current business trend providing new channels of two-way communication with customers through social media sites, such as Facebook, Twitter etc. Social CRM enables companies to interact in an easy and contemporary way directly with customers as well as to track customer interactions and their social influence. In this paper we examine the importance of CRM, e-CRM and Social CRM for businesses. We provide perspectives on objectives and types of CRM, the working cycle of CRM, the stages of a CRM Strategy and technology tools that are u

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YÜCEL, Nurcan. "THE CUSTOMER RELATIONSHIP MANAGEMENT IN THE A NEW UNDERSTANDING: SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT." Journal of Academic Social Science Studies Volume 6 Issue 1, no. 6 (2013): 1641–56. http://dx.doi.org/10.9761/jasss_338.

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Ding, Yilun. "The Effect of Social Media Marketing on Customer Relationship Management at Disney in USA." Highlights in Business, Economics and Management 2 (November 6, 2022): 348–52. http://dx.doi.org/10.54097/hbem.v2i.2385.

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The main goal of this project is to critically assess how social media marketing has affected Disney's US customer relationship management. It critically assesses the benefits, constraints, and challenges of social media marketing. It analyses how customer relationship management is impacted by social media marketing. It presented suggestions that could help Disney use social media marketing effectively to strengthen its consumer ties. Research involving 100 Disney customers in the USA helped collect the primary data. According to the results of the survey, social media marketing can have a be

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Zhou, Xuan, Naveed Ahmad, Linda Heejung Lho, and Heesup Han. "Social ripple: Unraveling the impact of customer relationship management via social media on consumer emotions and behavior." Social Behavior and Personality: an international journal 51, no. 10 (2023): 1–12. http://dx.doi.org/10.2224/sbp.12716.

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Traditional customer relationship management models are ineffective for creating long-term relationships, but social media offers a more interactive approach. Despite the growing use of social media for corporate social responsibility (CSR), understanding of its link with the advocacy behavior of customers in banking contexts is limited. Our study bridges this gap, examining this relationship with the customer emotions of gratitude and warm glow considered as mediators. Data from bank customers revealed there was a significant correlation between CSR-related information and the advocacy behavi

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Rodhiah, Rodhiah, Elizabeth Christinio, and Einstein Chrstianto. "Utilization of Social Media in Building Social Customer Relationship Management in SMEs." International Journal of Social Science and Community Service 2, no. 1 (2024): 14–18. https://doi.org/10.70865/ijsscs.v2i1.13.

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Social media is growing rapidly and continuously. An organization with a social CRM system will build better relationships with customers, grow and gain trust and confidence... The activity partner is engaged in the business of creative handicraft products located in Serang, Banten province. In its activities, it faces problems, especially in terms of building social customer relationship management. PKM aims to assist partners in an effort to increase knowledge about Social Media Utilization in Building Social Customer Relationship Management. The activity method is carried out by training re

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Saleh, Mahmoud Abdel Hamid. "Social Networks and Customer Relationship Development at the Saudi Telecommunication Service Providers." International Journal of Marketing Studies 8, no. 4 (2016): 77. http://dx.doi.org/10.5539/ijms.v8n4p77.

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<p>This paper is aimed at examining the relationship between the use of social networks and customer relationship development at the three telecommunication service providers in Saudi Arabia. It is also aimed at identifying some factors that may influence the companies’ relationships with their customers. Drawing on previous research, the researcher has selected three factors related to customers on social networks: trust and loyalty, service assessment, and information engagement. The study revealed a strong association of the use of social networks with the company’s customer relations

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Wiratama, Esmeralda Aprillia, Reza Wiradhika Saputra, and Kumba Digdowiseiso. "Implementation of Electronic Customer Relationship Management to Increase NusaTrip Customer Loyalty." INTERNATIONAL JOURNAL OF ECONOMICS, MANAGEMENT, BUSINESS, AND SOCIAL SCIENCE (IJEMBIS) 4, no. 1 (2024): 361–67. http://dx.doi.org/10.59889/ijembis.v4i1.356.

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E-CRM (Electronic Customer Relationship Management) is the process of maximizing sales to customers and prospecting customers by using information technology such as databases, websites, customer service, e-mail, and social media marketing (Hendriyani & Raharja, 2018). The purpose of this research is to determine the implementation of e-CRM such as websites and business procedures carried out by NusaTrip in increasing customer loyalty. Apart from that, the implementation of e-CRM in the form of e-mail, sitemap and social media marketing such as Facebook, Instagram or more personal communic

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Rahayu, Elly, Wan Mariatul Kifti, Santoso Santoso, and Syafaat Sufi Lubis. "Social Customer Relationship Management Bagi UMKM Kube Kuliner Asahan." Jurdimas (Jurnal Pengabdian Kepada Masyarakat) Royal 6, no. 3 (2023): 473–78. http://dx.doi.org/10.33330/jurdimas.v6i3.2464.

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The Asahan Culinary Joint Business Group (KUBE) is an MSME actor engaged in the culinary business in Kisaran City, Asahan Regency, and its surroundings who are members of a joint business group. Asahan Culinary KUBE is running its business from promotions to sales transactions through social media WhatsApp and Facebook. KUBE Asahan Culinary which has 4,093 members are sellers and buyers who transact and communicate through Facebook social media. The problem faced by KUBE Kuliner Asahan is Customer Relationship Management or customer management. Business actors have not been able to utilize cus

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Baird, Carolyn, and Gautam Parasnis. "From social media to social customer relationship management." IEEE Engineering Management Review 41, no. 3 (2013): 48–55. http://dx.doi.org/10.1109/emr.2013.6596548.

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Heller Baird, Carolyn, and Gautam Parasnis. "From social media to social customer relationship management." Strategy & Leadership 39, no. 5 (2011): 30–37. http://dx.doi.org/10.1108/10878571111161507.

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Alanazi, Tawfeeq Mohammed. "The effect of social customer relationship management on customer loyalty in Saudi Arabia." Uncertain Supply Chain Management 11, no. 2 (2023): 665–72. http://dx.doi.org/10.5267/j.uscm.2023.1.014.

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The study focused on examining the social customer relationship management impacts on the customer loyalty of five-star hotels in Saudi Arabia. Customer relationship management included the dimensions of customer value, long-term partnership with the customer, customer knowledge, reliance on technology, trust, and social media communication. The study population consists of the customers of five-star hotels in Saudi Arabia. A convenience sample was taken from 500 customers, while the validly retrieved responses were 413. A quantitative approach was conducted in statistical analysis through SPS

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Vem, Linus Jonathan, Joy Philip Mshelmbula, Abel Daniel Ochigbo, and Ruth Agwom-Panle. "How Internal Customer Relationship Management and Word of Mouth, Affect Customer Loyalty." ETIKONOMI 23, no. 1 (2024): 81–92. http://dx.doi.org/10.15408/etk.v23i1.26921.

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Originality: The competition in the banking industry has necessitated a concerted effort to ensure a sustainable internal and external customer relationship. Studies that focus on the internal customer relationship and internal customers’ word of mouth on external customer loyalty is rareObjective: This study investigates how Employees' Positive Word of mouth (PWoM) mediates the relationship between internal customer relationship management (IntCRM) and external Customer Loyalty (CL) using social exchange and image theoryMethodology: A cross-sectional research design was used, and a sample of

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Kazia, Esmeralda, and Bledar Kazia. "Enhancing Customer Relationship Management through Sentiment Analysis and Social Media Data Mining." American Journal of Business and Operations Research 10, no. 1 (2023): 16–24. http://dx.doi.org/10.54216/ajbor.100102.

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Customer Relationship Management (CRM) is a crucial aspect of modern business that enables companies to maintain healthy relationships with their customers. In today's digital age, customers interact with companies through multiple channels, including social media, email, and phone. Therefore, analyzing customer feedback and sentiment has become increasingly important in understanding their needs and improving the overall customer experience. To this end, this work proposes a new system that applies deep learning for sentiment analysis in a way that improves the performance of CRM by analyzing

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Desai, Darshan. "Role of Relationship Management and Value Co-Creation in Social Marketing." Social Marketing Quarterly 15, no. 4 (2009): 112–25. http://dx.doi.org/10.1080/15245000903304619.

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This article addresses deep-seated problems in applying traditional relationship marketing and customer relationship management concepts in the context of social marketing. Further, it points out the recent changes in interactive technologies, culture, lifestyle, and the marketing logic and discusses the “makeover” of the concept and practices of the customer relationship management. It describes how the revised logic of marketing is more accommodative of social marketing and how the new avatar of customer relationship management 2.0 is more relevant for social marketers. It explains how the c

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Suryanto, Nadira Maysa, and Sri Palupi Prabandari. "THE EFFECT OF SOCIAL MEDIA ON CUSTOMER LOYALTY MEDIATED BY CUSTOMER RELATIONSHIP MANAGEMENT." Jurnal Manajemen Pemasaran dan Perilaku Konsumen 1, no. 3 (2022): 393–401. http://dx.doi.org/10.21776/jmppk.2022.01.3.13.

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Several marketing approaches in the digital marketing era are marketing products and gaining consumer reach through several relationships between marketers and con-sumers before, during, and after product purchases. To overcome business competition in the garment sector, the company's efforts to maintain the company's existence are to focus on building relationships with cus-tomers. The research aims to investigate the effect of Social Media on Customer Loyalty Mediated by Customer Relationship Management on Vido Garment. This study employed quantita-tive and explanatory methods to determine t

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Diawati, Prety. "The Influence of Social and Psychological Factors in the Success of Customer Relationship Management Strategies." MALCOM: Indonesian Journal of Machine Learning and Computer Science 3, no. 2 (2023): 230–35. http://dx.doi.org/10.57152/malcom.v3i2.927.

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Customer Relationship Management (CRM) is an important business approach in maintaining a strong relationship between a company and its customers. CRM strategies aim to increase customer satisfaction, build loyalty, and maximise customer value. This study aims to analyse the influence of social and psychological factors in the success of CRM strategies. This research is a literature review that adopts a qualitative method approach, which means that this research will analyse and interpret data by relying on information and text from various sources. The study results show that in a competitive

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Tais, Fraile. "CUSTOMER RELATIONSHIP MANAGEMENT IN THE DIGITAL ERA." RevistaFT 27, no. 118 (2023): 57. https://doi.org/10.5281/zenodo.11116657.

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Customer relationship management in the digital era has become an increasingly relevant concern for companies, considering the transformations brought about by digitization and the massive use of technologies. The methodology used consists of a systematic literature review based on scientific articles published in recognized journals. Studies that address customer relationship strategies in the digital era were selected, focusing on topics such as bidirectional communication, personalization, transparency, trust, channel integration, data analysis, and strategic partnerships. The results show

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Kantorová, Kateřina, and Pavel Bachmann. "Social Customer Relationship Management and Organizational Characteristics." Information 9, no. 12 (2018): 306. http://dx.doi.org/10.3390/info9120306.

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Social customer relationship management (SCRM) is a new philosophy influencing the relationship between customer and organization where the customer gets the opportunity to control the relationship through social media. This paper aims to identify (a) the current level of SCRM and (b) the influence of basic organizational characteristics on the SCRM level. The data were gathered through a questionnaire distributed to 362 organizations headquartered in the Czech Republic. The questionnaire comprised 54 questions focusing on the significance of marketing and CRM practices, establishing a relatio

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Dominguez-Espiritu, Reveca N., Melissa M. Rosas Tacuchi, Lida D. Beraún Quiñonez, Juvenal A. Oliveros-Davila, Rocio V. Rasmuzzen-Santamaria, and Heydi S. García Beraún. "Social Customer Relationship Management, una estrategia emergente para la fidelización de los clientes." Investigación Valdizana 19, no. 2 (2025): e2409. https://doi.org/10.33554/riv.19.2.2409.

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In the digital age, the key to business success lies in effective customer relationship management. Social Customer Relationship Management (SCRM) is emerging as a disruptive strategy by integrating the dynamics of social media into customer relationship management. This study seeks to determine the extent to which the Social Customer Relationship Management strategy relates to customer loyalty. It presents a quantitative, basic approach, correlational level, and non-experimental design. The population comprises 446 customers, of which 207 constitute the sample. The results obtained from the S

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Fahrudin, Muhammad Fikri, and Moh Agung Surianto. "Analysis of Customer Relationship Management Implementation at PT. SDI Motor Gresik." Jurnal Ilmiah Manajemen Kesatuan 12, no. 6 (2024): 2593–600. https://doi.org/10.37641/jimkes.v12i6.2993.

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PT. Srikandi Diamond Indah Motors Gresik is a Mitsubishi dealer that provides 3S services, namely Sales, Service and Spare parts by serving the sale of Mitsubishi brand passenger vehicles. This study aims to determine the analysis of Customer Relationship Management at PT. Srikandi Diamond Indah Motors Gresik. This study uses a qualitative method. This research approach uses a case study type to reveal carefully, in detail and in depth regarding the implementation of Customer Relationship Management (CRM) at PT. Srikandi Indah Diamond Motors Gresik in establishing relationships with customers.

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Low, Kim Cheng Patrick, and Muhammad Anshari. "Incorporating social customer relationship management in negotiation." International Journal of Electronic Customer Relationship Management 7, no. 3/4 (2013): 239. http://dx.doi.org/10.1504/ijecrm.2013.060700.

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Trahutama, Frederika Amelia. "Exploring Customer Preference to Develop an Effective Customer Relationship Management Strategy." Journal of Consumer Studies and Applied Marketing 2, no. 2 (2024): 114–27. http://dx.doi.org/10.58229/jcsam.v2i2.201.

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Comvee is a clothing brand that focuses on making adaptive clothing or clothing that is specifically tailored to meet the needs of people with high mobility in terms of getting dressed easily and quickly. This research aims to identify the preferences of Comvee's customers, understand how Comvee's Customer Relationship Management will correlate with its Customers' Preferences, and enhance the understanding of recommendations for Comvee to develop its Customer Relationship Management strategy which is in line with the Customer Preference. In this research, there are three dimensions involved in

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Wahab, Samsudin. "The Antecedents and Consequence of Customer Relationship Management Performance." International Journal of Customer Relationship Marketing and Management 3, no. 1 (2012): 43–55. http://dx.doi.org/10.4018/jcrmm.2012010103.

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Nowadays, customer relationship management is an important marketing strategy to retain the customer. Many literatures proved that by maintaining a good relationship with the customers, they will come back to the premise. This empirical paper investigates the antecedent factors of customer relationship management performance and its impact on electronic banking adoption. This is subjected to a thorough validation process from a valid sample of 325 electronic banking customers in Malaysia via exploratory factor analysis for validity and reliability assurance. Seventy-four original items was tes

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Chalmeta, Ricardo. "Methodology and computer architecture for Sustainable Customer Relationship Management." Journal on Innovation and Sustainability RISUS 16, no. 2 (2025): 44–59. https://doi.org/10.23925/2179-3565.2025v16i2p44-59.

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Sustainable customer relationship management (SCRM) tries to align company strategy, business processes, and company information technologies to carry out a sustainable customer relationship management. However, despite the growing interest of companies in incorporating social and environmental aspects into their relationship with customers, and the increase in the number of sustainability-conscious customers seeking more sustainable lifestyles, research on SCRM is recent and limited. This work contributes to the development of SCRM as it proposes a methodology and a computer architecture that

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Mandal, Pratap Chandra. "Engaging Customers and Managing Customer Relationships." Journal of Business Ecosystems 4, no. 1 (2023): 1–14. http://dx.doi.org/10.4018/jbe.322405.

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Marketing is about engaging customers and managing profitable customer relationships. Marketers aim to create value for customers in order to capture value from customers in return. The objective of the study is to discuss customer value, customer engagement, building customer relationships, and the various strategies and initiatives adopted by companies. Customer relationship levels and roles of digital and social media in customer engagement are discussed. Customers themselves generate substantial content nowadays. Again, companies should develop relationships not only with customers but als

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Kocev, Stojan, and Dusko Kocev. "CUSTOMER RELATIONSHIP MANAGEMENT IN HEALTH ORGANIZATION." Knowledge International Journal 30, no. 6 (2019): 1691–700. http://dx.doi.org/10.35120/kij30061691k.

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CRM is a system that the customer-patient puts at the heart of the business process, and the deployment of the best CRM practices is the key to providing loyalty from customers as an integral part of a successful business. With this system, it is possible to study the behavior of the customer, thus providing the right direction for the best service of the customer and improving the relations and connections with them. CRM is the integration of sales, marketing, services and support strategy, processes, people and technologies to maximize customer benefits, values, relationships, and customer r

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Hasan, Golan, Andrew Andrew, Conny Agustin, Seren Seren, and Yuyu Enjelia. "Membangun CRM (Customer Relationship Management) Pada Usaha UMKM Bola Ubi di Kota Batam." eCo-Buss 6, no. 1 (2023): 217–28. http://dx.doi.org/10.32877/eb.v6i1.734.

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Sustem of the developing technological advances for various business sectors, namely Micro, Small and Medium Enterprises (MSMEs) its call CRM. MSMEs keep up with technological developments by innovating in order to survive and reinforce the long-term relationships that are fostered between businesses and customers. The aim is to help MSMEs automate sales, marketing, and increase customer attention by providing services through social media to support MSME services better in business development, with the topic of how to build customer relationship management (CRM) in the UMKM Bola Ubi Batam Ci

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García-Crespo, Ángel, Ricardo Colomo-Palacios, Juan Miguel Gómez-Berbís, and Fernando Paniagua Martín. "Customer Relationship Management in Social and Semantic Web Environments." International Journal of Customer Relationship Marketing and Management 1, no. 2 (2010): 1–10. http://dx.doi.org/10.4018/jcrmm.2010040101.

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The growing influence of the Internet in current 21st-century everyday life has implied a paradigm shift in terms of relationships between customers and companies. New interaction means in the Web 1.0 have undergone a dramatic change in quantity and quality with the advent of the so-called Web 2.0, the Social Web. The upcoming Web 3.0, the Semantic Web will also impact tremendously in how companies understand Customer Relationship Management (CRM). In this dynamic environment, the present work presents a combination of both Social and Semantic Web Technologies and their application in the part

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Alshurideh, Muhammad Turki. "Does social customer relationship management (SCRM) affect customers’ happiness and retention? A service perspective." Uncertain Supply Chain Management 11, no. 1 (2023): 277–88. http://dx.doi.org/10.5267/j.uscm.2022.9.015.

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The main aim of this study is to examine the effects of social customer relationship management (CRM) on customer happiness and customer retention. To achieve the study objectives, a quantitative research method is adopted in this study to examine the hypotheses by using a survey questionnaire for the purpose of data collection from the target sample of customers of telecommunication firms working in Jordan. The instrument is designed and customized to conduct this study and meet the research objectives. A total of 319 valid and reliable responses are returned and they are analyzed using the S

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Ibrahim, Ali, Dwi Rosa Indah, and Devi Indra Meytri. "The implementation of social customer relationship management for tourism information system." Indonesian Journal of Electrical Engineering and Computer Science 24, no. 3 (2021): 1578. http://dx.doi.org/10.11591/ijeecs.v24.i3.pp1578-1588.

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Semambu island village, Ogan Ilir regency, south Sumatra has been used as an agricultural and livestock education tour destination since November 2017 and there has been no customer data management since then. The use of social media as a promotional tool has not been done to its maximum potential. This can be seen from 189 people who liked its Facebook page or 11.05% out of the reached users, 192 followers or 11.23% and those who interacted as many as 114 people or 6.67% from the total users. Meanwhile, there were 709 followers on its Instagram which consisted of 48% men and 52% women at the

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Ibrahim, Ali, Dwi Rosa Indah, and Devi Indra Meytri. "The implementation of social customer relationship management for tourism information system." Indonesian Journal of Electrical Engineering and Computer Science 24, no. 3 (2021): 1578–88. https://doi.org/10.11591/ijeecs.v24.i3.pp1578-1588.

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Semambu island village, Ogan Ilir regency, south Sumatra has been used as an agricultural and livestock education tour destination since November 2017 and there has been no customer data management since then. The use of social media as a promotional tool has not been done to its maximum potential. This can be seen from 189 people who liked its Facebook page or 11.05% out of the reached users, 192 followers or 11.23% and those who interacted as many as 114 people or 6.67% from the total users. Meanwhile, there were 709 followers on its Instagram which consisted of 48% men and 52% women at the

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Mrs., Vaishali Balaji Sabdea, and Amitabh Deshmukhb Mrs.Amruta. "Impact of Customer Relationship Management on Boosting Sales." International Journal of Advance and Applied Research S6, no. 22 (2025): 698–701. https://doi.org/10.5281/zenodo.15532866.

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<em>In today's dynamic world, market changes and customer relationship management, supported by powerful and robust technology for business management such as Customer Relationship Management (CRM), are essential for business success. It has proven to be one of the fastest-growing technological solutions due to the impact of its implementation on return on investment, providing a viable model to assess and validate the potential effects of each CRM component—sales, marketing, and services—on the three dimensions of sustainability (economic, environmental, and social). The role of C

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Tri Lestari Hadiati and Umi Nur Faizatulmuna. "Analisis Customer Relationship Management System (CRP) Pada Kepuasaan Pelanggan." Public Service and Governance Journal 5, no. 2 (2024): 349–61. http://dx.doi.org/10.56444/psgj.v5i2.1903.

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One of the customers at BTPN Syariah Bank Jepon Branch Blora Regency reported his complaint to the Community Officer (CO) there is one officer who is less friendly serving customers, another officer the service is long so that customers have not been satisfied. This is complained by customers related to the quality of service and employee competence provided greatly affects customer satisfaction. In this descriptive qualitative research intends to explain this social phenomenon in detail. Researchers attempt to develop concepts while collecting facts in the field. Secondary Informants are BTPN

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Wu, Jintao, Junsong Chen, Honghui Chen, Wenyu Dou, and Dan Shao. "What to say on social media and how." Journal of Service Theory and Practice 29, no. 5/6 (2019): 691–707. http://dx.doi.org/10.1108/jstp-11-2018-0243.

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Purpose The purpose of this paper is to investigate how nonprofit service providers can better engage their customers through online communication. It identifies two communication styles and three communication functions, and examines their impact on customer commenting, customer liking and customer sharing. Design/methodology/approach Similar to Python for Facebook, a software package for the automatic retrieval of web page content was developed specifically for this study to extract data from the microblog Sina Weibo. Following the successful retrieval of 1,500 randomly selected messages fro

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Xavier, Lawrence D. Mendoza, and O. Espejon Rangie. "Customer relationship management strategies of selected resorts in Cavite: A pandemic situationer." International Research Journal of Science, Technology, Education, and Management 2, no. 4 (2022): 104–13. https://doi.org/10.5281/zenodo.7560192.

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Customer relationship management (CRM) can be used to build relationships with customers and consistently acquire, retain, and create extra value for customers, even when a crisis like the COVID-19 pandemic has occurred. The study's primary objective was to determine and understand the customer relationship management strategies of selected resorts in Cavite during the pandemic. A descriptive-correlational research design was utilized in the study, and a purposive sampling technique was used in selecting targeted respondents. The researchers utilized a self-constructed survey questionnaire

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Diffley, Sarah, Patrick McCole, and Elena Carvajal-Trujillo. "Examining social customer relationship management among Irish hotels." International Journal of Contemporary Hospitality Management 30, no. 2 (2018): 1072–91. http://dx.doi.org/10.1108/ijchm-08-2016-0415.

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Purpose The purpose of this paper is to develop and test a model examining the key factors that emerge from the social customer relationship management (CRM) process. Specifically, this study aims to address the chain-of-effects that occurs as a result of the social CRM process, leading to superior levels of hotel performance. Design/methodology/approach Data were collected using a quantitative approach. Using a mail and online questionnaire, data were gathered from 120 key informants in hotels in Ireland. The proposed model was tested using partial least squares structural equation modelling.

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Anyanwu, Iheanyi B., Margaret N. Ezeaku, and Callister O. Ogboagha. "Relationship Marketing and Customer Loyalty in Chain Fast Food Establishments in Umuahia, Abia State, Nigeria." International Journal of Home Economics, Hospitality and Allied Research 1, no. 2 (2022): 178–88. https://doi.org/10.57012/ijhhr.v1n2.002.

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This study focused on the influence of relationship marketing on customer loyalty in chain fast food establishments in Umuahia, Abia State. Specifically, the study determined the influence of trust on brand attachment; relationship commitment on brand advocacy; service quality on customer patronage, and customer knowledge management on customer experience. Customers of chain fast food establishments in the study area formed the population while the sample size was made up of 200 customers drawn from chain fast food establishments operating in the study area. The research instrument used for da

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Elshaer, Ibrahim A., Alaa M. S. Azazz, Sameh Fayyad, Shaimaa A. Mohamed, Amr Mohamed Fouad, and Eslam Ahmed Fathy. "From Data to Delight: Leveraging Social Customer Relationship Management to Elevate Customer Satisfaction and Market Effectiveness." Information 16, no. 1 (2024): 9. https://doi.org/10.3390/info16010009.

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The current study aims to investigate ways through which the data on social customer relationship management (SCRM) enhance customer satisfaction (CS) as well as market effectiveness (ME) in the hotel industry. Moreover, it examines the mediator role of customer involvement using social media data (CIUSM). The moderating role of customer information processing capability (CIPC) between social customer relationship management (SCRM) and customer involvement using social media (CIUSM) was examined. Therefore, following the suggestions from Dominant (S-D) Logic, Social Exchange Theory (SET), and

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Yeh, Ying-Pin. "Corporate social responsibility and service innovation on customer loyalty." International Journal of Bank Marketing 33, no. 6 (2015): 823–39. http://dx.doi.org/10.1108/ijbm-09-2014-0130.

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Purpose – Customer loyalty is crucial for firms to generate positive returns. Creation of customer loyalty is a challenge for service firms because switching service firms can represent a risk. The purpose of this paper is to examine how wealth managers select and implement corporate social responsibility (CSR) and service innovation strategies to influence customer loyalty. Design/methodology/approach – A review of the related literature indicated that scant studies have determined the meanings and outcomes of CSR and service innovation. Therefore, the roles of CSR and innovation were examine

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Jaya, Krishna V., and TR. Kalai Lakshmi Dr. "MANAGING THE CUSTOMER EXPERIENCE IN SELECTED PRIVATE BANKS WITH SOCIAL MEDIA AS A PLATFORM." COMMUNITY PRACTITIONER 20, no. 09 (2023): 145–53. https://doi.org/10.5281/zenodo.8416566.

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<strong>Abstract</strong> Customer Relationship Management (CRM) is a unified business method which links back office and front office, merging them into a single entity for the advantage of customers. Diverse and unrelated functions such as sales force automation, inventory management, customer service, sales and after sale support come together for a general customer satisfaction. Recently, banking sectors have developed social media accounts to develop relationship management system and skill. The customer experience management (CXM) in the banking sector aims to provide a significant level

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Dr. Premkumar Arul and Dr. Muhammad Tahir. "THE EFFECT OF SOCIAL MEDIA ON CUSTOMER RELATIONSHIP MANAGEMENT; A CASE OF AIRLINE INDUSTRY CUSTOMERS." International Journal of Management & Entrepreneurship Research 5, no. 6 (2023): 360–72. http://dx.doi.org/10.51594/ijmer.v5i6.496.

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The current study is about the effect of social media on customer relationship management program in the context of the airline passengers. For this purpose, the study uses a model of social media characteristics which consist of five aspects namely connectedness, community, conversation, openness, and participation. The outcome variable in this study is the customer relationship management program (loyalty program). The adapted methodology is quantitative approach, cross sectional survey design. The data collection is based on participants from Pakistan (n=159). The key findings of the study

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Ascarza, Eva, Peter Ebbes, Oded Netzer, and Matthew Danielson. "Beyond the Target Customer: Social Effects of Customer Relationship Management Campaigns." Journal of Marketing Research 54, no. 3 (2017): 347–63. http://dx.doi.org/10.1509/jmr.15.0442.

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Hitka, M., G. Pajtinkova-Bartakova, S. Lorincova, et al. "Sustainability in Marketing through Customer Relationship Management in a Telecommunication Company." Marketing and Management of Innovations, no. 4 (2019): 194–215. http://dx.doi.org/10.21272/mmi.2019.4-16.

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The idea of sustainable development links business, environmental and social objectives into one integrated effort aiming to meet a common goal. Due to the influence of current developments in customer behaviour companies revise their business strategies towards more sustainably oriented ways of production, business practices, resource efficiency, waste disposal, building partnerships, communication effectiveness etc. Market with telecommunication services is affected by technology development. Growing demands of customers result in re-evaluation of marketing routine. The main purpose of the r

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Katyal, Drishti. "To Study Significance and Impact of Social Media Marketing in CRM." International Journal for Research in Applied Science and Engineering Technology 12, no. 5 (2024): 2725–43. http://dx.doi.org/10.22214/ijraset.2024.62204.

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Abstract: Social media is now a crucial component of contemporary communication, and the way peoplecommunicate with one another has changed dramatically. Being a platform for communicatingwith customers and creating relationships, social media has also become an important component of customer relationship management (CRM) for organisations. As a result, social media marketing has changed as a critical tactic for firms seeking to reach out to customers and build long-term relationships. One of the primary benefits of CRM social media marketing is that it enables organisations to communicate wi

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Diffley, Sarah, and Patrick McCole. "Extending customer relationship management into a social context." Service Industries Journal 35, no. 11-12 (2015): 591–610. http://dx.doi.org/10.1080/02642069.2015.1062882.

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