articleJournal of Business ResearchMay 27, 2013Closed access

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

KJKevin J. TrainorJ“James “Mick” AndzulisARAdam RappRARaj Agnihotri

Northern Arizona University · University of Alabama · +1 more institution

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Abstract

No abstract available for this paper.

Citation impact

855
total citations
FWCI
108.01
Percentile
100%
References
61
Citations per year

Authors

4

Topics & keywords

Topics
Keywords
  • Conceptualization
  • Customer relationship management
  • Social media
  • Business
  • Knowledge management
  • Structural equation modeling
  • Marketing
  • Enterprise relationship management
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