Impact of Social CRM Capabilities on Firm Performance: Examining the Mediating Role of Co-Created Customer Experience.
Shampy KambojMayank YadavZillur RahmanPraveen GoyalPublished in: Int. J. Inf. Syst. Serv. Sect. (2016)
Keyphrases
- customer relationship management
- significant predictors
- social dynamics
- social networks
- network externalities
- customer service
- competitive advantage
- customer segmentation
- marketing strategies
- knowledge sharing
- social behavior
- electronic commerce
- customer retention
- social awareness
- customer behavior
- data mining applications
- socio cultural
- social roles
- process oriented
- social interaction
- empirical analysis
- group dynamics
- social network analysis
- data mining technology
- socio cognitive
- social media
- data mining