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  • Firm Performance through Social Customer Relationship Management: Evidence from Small and Medium Enterprises

    Author(s)
    Ahani, Ali
    Rahim, Nor Zairah Ab
    Nilashi, Mehrbakhsh
    Griffith University Author(s)
    Ahani, Ali
    Year published
    2017
    Metadata
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    Abstract
    The objective of this study is to investigate the effect of social customer relationship management (CRM) adoption on firm performance in small and medium enterprises (SMEs) context. Accordingly, we develop a new adoption-performance model for social CRM strategy at the organization level. The proposed model of this study links technological, organizational, environmental and process factors to social CRM adoption and performance. The proposed hypotheses were verified by using structural equation modeling on a dataset of 240 SMEs across Kuala Lumper, the capital city of Malaysia. The results revealed that top management ...
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    The objective of this study is to investigate the effect of social customer relationship management (CRM) adoption on firm performance in small and medium enterprises (SMEs) context. Accordingly, we develop a new adoption-performance model for social CRM strategy at the organization level. The proposed model of this study links technological, organizational, environmental and process factors to social CRM adoption and performance. The proposed hypotheses were verified by using structural equation modeling on a dataset of 240 SMEs across Kuala Lumper, the capital city of Malaysia. The results revealed that top management support, IT/IS knowledge of employee, cost, relative advantage, compatibility, customer pressure and competitive pressure are important drivers for social CRM adoption. Finally, this study confirms that there is a significant relationship between social CRM adoption and SMEs performance.
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    Conference Title
    2017 International Conference on Research and Innovation in Information Systems (ICRIIS)
    DOI
    https://doi.org/10.1109/ICRIIS.2017.8002533
    Subject
    Science & Technology
    Computer Science, Information Systems
    Social CRM
    Publication URI
    http://hdl.handle.net/10072/411847
    Collection
    • Conference outputs

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