Evaluating Social CRM Performance: An Organizational Perspective.
Torben KüpperAlexander WienekeTobias LehmkuhlReinhard JungPublished in: PACIS (2015)
Keyphrases
- knowledge sharing
- social responsibility
- social structures
- social networks
- socio technical systems
- multiple perspectives
- information technology
- knowledge exchange
- social capital
- social interaction
- viewpoint
- information systems
- technological innovations
- socio technical
- knowledge management
- online communities
- social media
- decision making
- strategic management
- social networking
- data mining applications
- learning community
- contextual factors
- virtual communities
- organizational culture
- organizational structure
- marketing strategies
- systems development
- neural network
- data mining