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dc.contributor.authorAhani, Ali
dc.contributor.authorRahim, Nor Zairah Ab
dc.contributor.authorNilashi, Mehrbakhsh
dc.date.accessioned2022-02-01T01:07:10Z
dc.date.available2022-02-01T01:07:10Z
dc.date.issued2017
dc.identifier.issn2324-8149
dc.identifier.doi10.1109/ICRIIS.2017.8002533
dc.identifier.urihttp://hdl.handle.net/10072/411847
dc.description.abstractThe 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.
dc.languageEnglish
dc.publisherIEEE
dc.relation.ispartofconferencename2017 International Conference on Research and Innovation in Information Systems (ICRIIS)
dc.relation.ispartofconferencetitle2017 International Conference on Research and Innovation in Information Systems (ICRIIS)
dc.relation.ispartofdatefrom2017-07-16
dc.relation.ispartofdateto2017-07-17
dc.relation.ispartoflocationLangkawi, Malaysia
dc.subject.keywordsScience & Technology
dc.subject.keywordsComputer Science, Information Systems
dc.subject.keywordsSocial CRM
dc.titleFirm Performance through Social Customer Relationship Management: Evidence from Small and Medium Enterprises
dc.typeConference output
dc.type.descriptionE2 - Conferences (Non Refereed)
dcterms.bibliographicCitationAhani, A; Rahim, NZA; Nilashi, M, Firm Performance through Social Customer Relationship Management: Evidence from Small and Medium Enterprises, 2017 International Conference on Research and Innovation in Information Systems (ICRIIS), 2017
dc.date.updated2022-01-31T23:52:25Z
gro.hasfulltextNo Full Text
gro.griffith.authorAhani, Ali


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