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Toward a Conceptual Model for Examining the Role of Social Media on Social Customer Relationship Management (SCRM) System / Abdullah M. Baabdullah; Nripendra P. Rana; Ali Abdallah Alalwan; Raed Algharabat; Hatice Kizgin; Ghazi A. Al-Weshah

Smart Working, Living and Organising, Volume: 533, Pages: 102 - 109

Swansea University Author: Kizgin, Hatice

  • Accepted Manuscript under embargo until: 7th December 2019

Abstract

Organizations worldwide are becoming more interested in utilizingsocial media applications to enhance their marketing capabilities. One of themain fruits of integrating social media applications into the marketing, informationtechnology and information systems areas is social customer relationshipma...

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Published in: Smart Working, Living and Organising
ISBN: 978-3-030-04314-8 978-3-030-04315-5
ISSN: 1868-4238 1868-422X
Published: 2019
Online Access: Check full text

URI: https://cronfa.swan.ac.uk/Record/cronfa48017
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first_indexed 2019-01-09T14:01:47Z
last_indexed 2019-03-12T13:55:50Z
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spelling 2019-03-12T08:47:28Z v2 48017 2018-12-27 Toward a Conceptual Model for Examining the Role of Social Media on Social Customer Relationship Management (SCRM) System Hatice Kizgin Hatice Kizgin true 0000-0003-0841-8973 false aee450d5f03de221beed09567f911964 ae31af3a14d16277ab12e077731fe6ba /q7YiMhuJWzmxRLnGrr7wR8j7kl4zZwebz0wEHEQAUk= 2018-12-27 BBU Organizations worldwide are becoming more interested in utilizingsocial media applications to enhance their marketing capabilities. One of themain fruits of integrating social media applications into the marketing, informationtechnology and information systems areas is social customer relationshipmanagement (SCRM). SCRM has been the focus of attention for both marketingacademics and practitioners. However, as this area is quite new, there is a needto propose a theoretical foundation explaining how using social media platformsfor SCRM systems could predict customer engagement and customer relationshipperformance. Three main factors, i.e. social media use, a customer-centricmanagement system, and relationship marketing orientation, are considered askey predictors of SCRM. SCRM is proposed as a key determinant of customerengagement, which in turn affects customer relationship performance. Theproposed research methodology suggests conducting a quantitative study tovalidate the current study model. Further discussion regarding the researchcontribution and main limitations are provided in the last sections. Conference contribution Smart Working, Living and Organising 533 102 109 978-3-030-04314-8 978-3-030-04315-5 1868-4238 1868-422X SCRM, Social media, Customer engagement, Jordan 0 0 2019 2019-01-01 10.1007/978-3-030-04315-5_8 School of Management Business CBAE BBU None None 2019-03-12T08:47:28Z 2018-12-27T11:49:48Z School of Management Business Abdullah M. Baabdullah 1 Nripendra P. Rana 2 Ali Abdallah Alalwan 3 Raed Algharabat 4 Hatice Kizgin 5 Ghazi A. Al-Weshah 6 Under embargo Under embargo 2019-01-17T13:30:05Z Output 681671 application/pdf AM true Updated Embargo 28/01/2019 2019-12-07T00:00:00 true eng
title Toward a Conceptual Model for Examining the Role of Social Media on Social Customer Relationship Management (SCRM) System
spellingShingle Toward a Conceptual Model for Examining the Role of Social Media on Social Customer Relationship Management (SCRM) System
Kizgin, Hatice
title_short Toward a Conceptual Model for Examining the Role of Social Media on Social Customer Relationship Management (SCRM) System
title_full Toward a Conceptual Model for Examining the Role of Social Media on Social Customer Relationship Management (SCRM) System
title_fullStr Toward a Conceptual Model for Examining the Role of Social Media on Social Customer Relationship Management (SCRM) System
title_full_unstemmed Toward a Conceptual Model for Examining the Role of Social Media on Social Customer Relationship Management (SCRM) System
title_sort Toward a Conceptual Model for Examining the Role of Social Media on Social Customer Relationship Management (SCRM) System
author_id_str_mv aee450d5f03de221beed09567f911964
author_id_fullname_str_mv aee450d5f03de221beed09567f911964_***_Kizgin, Hatice
author Kizgin, Hatice
author2 Abdullah M. Baabdullah
Nripendra P. Rana
Ali Abdallah Alalwan
Raed Algharabat
Hatice Kizgin
Ghazi A. Al-Weshah
format Conference contribution
container_title Smart Working, Living and Organising
container_volume 533
container_start_page 102
publishDate 2019
institution Swansea University
isbn 978-3-030-04314-8
978-3-030-04315-5
issn 1868-4238
1868-422X
doi_str_mv 10.1007/978-3-030-04315-5_8
college_str School of Management
hierarchytype
hierarchy_top_id schoolofmanagement
hierarchy_top_title School of Management
hierarchy_parent_id schoolofmanagement
hierarchy_parent_title School of Management
department_str Business{{{_:::_}}}School of Management{{{_:::_}}}Business
document_store_str 0
active_str 1
description Organizations worldwide are becoming more interested in utilizingsocial media applications to enhance their marketing capabilities. One of themain fruits of integrating social media applications into the marketing, informationtechnology and information systems areas is social customer relationshipmanagement (SCRM). SCRM has been the focus of attention for both marketingacademics and practitioners. However, as this area is quite new, there is a needto propose a theoretical foundation explaining how using social media platformsfor SCRM systems could predict customer engagement and customer relationshipperformance. Three main factors, i.e. social media use, a customer-centricmanagement system, and relationship marketing orientation, are considered askey predictors of SCRM. SCRM is proposed as a key determinant of customerengagement, which in turn affects customer relationship performance. Theproposed research methodology suggests conducting a quantitative study tovalidate the current study model. Further discussion regarding the researchcontribution and main limitations are provided in the last sections.
published_date 2019-01-01T05:14:03Z
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score 10.857836