Complementary effects of CRM and social media on customer co-creation and sales performance in B2B firms: The role of salesperson self-determination needs.
Omar S. ItaniAshish KalraJen RileyPublished in: Inf. Manag. (2022)
Keyphrases
- social media
- potential customers
- customer relationship management
- electronic commerce
- competitive advantage
- customer service
- customer behavior
- relationship management
- marketing strategies
- customer segmentation
- customer base
- network externalities
- website
- competitive environment
- information technology
- social networking
- network effects
- data mining
- user generated content
- customer support
- big data
- social networks
- information diffusion
- online social networks
- business transactions
- customer churn