The role of social media in the engagement and information processes of social CRM
作者：
Highlights：
• Social media and CRM combine for competitive advantage through dynamic capabilities.
• Customer engagement initiatives is a new first-order integrative capability.
• Social information processes is a renewed first-order integrative capability.
• S-CRM front- and back-office technology capabilities are equally important.
• Implications for researchers and managers in information systems and marketing.
摘要
•Social media and CRM combine for competitive advantage through dynamic capabilities.•Customer engagement initiatives is a new first-order integrative capability.•Social information processes is a renewed first-order integrative capability.•S-CRM front- and back-office technology capabilities are equally important.•Implications for researchers and managers in information systems and marketing.
论文关键词：Social CRM,Dynamic capabilities,Social media,Customer engagement initiatives,Social information processes
论文评审过程：Received 1 October 2019, Revised 15 April 2020, Accepted 18 May 2020, Available online 1 June 2020, Version of Record 1 June 2020.
论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2020.102151
