Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM

By Kevin J. Trainor, J. M. Andzulis, Adam Rapp, Raj Agnihotri. 2014

874 citations recorded by the source corpus.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/28df4a73eed02d87b344a64753eada6efe4ab469

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In Information Systems and Management

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

The effect of social media on firm performance (2017, background): “Therefore, social media provide the opportunity to maximize benefit froma firm's IT resources and networking capabilities (Trainor et al., 2014).”
Can Social Media Marketing Improve Customer Relationship Capabilities and Firm Performance? Dynamic Capability Perspective (2017, methodology): “Currently, managers are charged with integrating social media applications into existing customer relationship management (CRM) systems to develop new capabilities that improve customer experiences and satisfaction (Trainor et al. 2014).”
Predicting social media performance metrics and evaluation of the impact on brand building: A data mining approach (2016, background): “Its application to social media has been studied, especially for evaluating market trends from users' inputs (e.g., Trainor et al., 2014).”
Social media in marketing: A review and analysis of the existing literature (2017, background): “Articles that have tested how using social media could impact the customer relationship management (CRM) (i.e. Maecker et al., 2016; Agnihotri et al., 2016; Orenga(cid:0)Roglá and Chalmeta, 2016; Xu, 2017; Sano and Sano, 2016; Ballings et al., 2015; Pronschinske et al., 2012; Kim and Drumwright, 201”
Resources and digital export: An RBV perspective on the role of digital technologies and capabilities in cross-border e-commerce (2021, background): “…literature that has found that Internet capabilities can trigger better export marketing capabilities in the guise of processes for gathering and gaining insights from market export information and decisions about customer services, distribution, communication and selling (Trainor et al., 2014).”
The impact of the source credibility of Instagram influencers on travel intention: The mediating role of parasocial interaction (2021, background): “Businesses, on the other hand, have become more collaborative and network-oriented in their relationships with their customers in order to manage customer relations (Trainor et al., 2014).”
A survey on opinion mining and sentiment analysis: Tasks, approaches and applications (2015, methodology): “Extension of the proposed lexicon was required by using grounded concepts from SenticNet [106], ConceptNet [120], Freebase [128], DBPedia [129] etc.”