References
- Ahmad, S. Z., Abu Bakar, A. R., & Ahmad, N. (2019). Social media adoption and its impact on firm performance: the case of the UAE. International Journal of Entrepreneurial Behavior & Research, 25(1), 84-111.10.1108/IJEBR-08-2017-0299
- Alt, R., & Reinhold, O. (2012). Social-customer-relationship-management (Social-CRM). Wirtschaftsinformatik, 54(5), 281-286.10.1007/s11576-012-0330-6
- Andzulis, J. M., Panagopoulos, N. G., & Rapp, A. (2012). A review of social media and implications for the sales process. Journal of Personal Selling & Sales Management, 32(3), 305-316.10.2753/PSS0885-3134320302
- Aral, S. (2014). The problem with online ratings. MIT Sloan Management Review, 55(2), 47-52.
- Ashley, C., & Tuten, T. (2015). Creative strategies in social media marketing: An exploratory study of branded social content and consumer engagement. Psychology & Marketing, 32(1), 15-27.10.1002/mar.20761
- Askool, S., & Nakata, K. (2011). A conceptual model for acceptance of social CRM systems based on a scoping study. AI & Society, 26(3), 205-220.10.1007/s00146-010-0311-5
- Bagozzi, R. P., & Dholakia, U. M. (2006). Antecedents and purchase consequences of customer participation in small group brand communities. International Journal of research in Marketing, 23(1), 45-61.10.1016/j.ijresmar.2006.01.005
- Baird, C. H., & Parasnis, G. (2011). From social media to social customer relationship management. Strategy & leadership, 39(5), 30-37.10.1108/10878571111161507
- Bank, S., Yazar, E. E., & Sivri, U. (2019). Can social media marketing lead to abnormal portfolio returns? European Research on Management and Business Economics, 25(2), 54-62.10.1016/j.iedeen.2019.04.006
- Barney, J. (1991). Firm resources and sustained competitive advantage. Journal of management, 17(1), 99-120.10.1177/014920639101700108
- Becker, J. U., Greve, G., & Albers, S. (2009). The impact of technological and organizational implementation of CRM on customer acquisition, maintenance, and retention. International Journal of Research in Marketing, 26(3), 207-215.10.1016/j.ijresmar.2009.03.006
- Bowen, G., & Bowen, D. (2016). Social media: strategic decision-making tool. In Competitive Social Media Marketing Strategies (pp. 94-111). IGI Global.10.4018/978-1-4666-9776-8.ch005
- Bull, C. (2003). Strategic issues in customer relationship management (CRM) implementation. Business Process Management Journal, 9(5), 592-602.10.1108/14637150310496703
- Chang, W., Park, J. E., & Chaiy, S. (2010). How does CRM technology transform into organizational performance? A mediating role of marketing capability. Journal of business research, 63(8), 849-855.10.1016/j.jbusres.2009.07.003
- Chanthinok, K., Ussahawanitichakit, P., & Jhundra-indra, P. (2015, July). Social media marketing strategy and marketing outcomes: A conceptual framework. In Allied Academies International Conference. Academy of Marketing Studies Proceedings (Vol. 20, No. 2, p. 35). Jordan Whitney Enterprises, Inc.
- Charoensukmongkol, P., & Sasatanun, P. (2017). Social media use for CRM and business performance satisfaction: The moderating roles of social skills and social media sales intensity. Asia Pacific Management Review, 22(1), 25-34.10.1016/j.apmrv.2016.10.005
- Chen, I. J., & Popovich, K. (2003). Understanding customer relationship management (CRM) People, process and technology. Business Process Management Journal, 9(5), 672-688.10.1108/14637150310496758
- Çildağ, G. (2007). Müşteri ilişkileri yönetimi ve sigortacılık sektöründe bir uygulama (Doctoral dissertation, Adnan Menderes Üniversitesi).
- Day, G. S. (1994). The capabilities of market-driven organizations. Journal of marketing, 58(4), 37-52.10.1177/002224299405800404
- Dess, G. G., & Robinson Jr, R. B. (1984). Measuring organizational performance in the absence of objective measures: the case of the privately held firm and conglomerate business unit. Strategic management journal, 5(3), 265-27310.1002/smj.4250050306
- Dutot, V., & Bergeron, F. (2016). From strategic orientation to social media orientation: Improving SMEs’ performance on social media. Journal of small business and enterprise development, 23(4), 1165-1190.10.1108/JSBED-11-2015-0160
- Einwiller, S. A., & Steilen, S. (2015). Handling complaints on social network sites–An analysis of complaints and complaint responses on Facebook and Twitter pages of large US companies. Public Relations Review, 41(2), 195-204.10.1016/j.pubrev.2014.11.012
- Faase, R., Helms, R., & Spruit, M. (2011). Web 2.0 in the CRM domain: defining social CRM. International Journal of Electronic Customer Relationship Management, 5(1), 1-22.
- Felix, R., Rauschnabel, P. A., & Hinsch, C. (2017). Elements of strategic social media marketing: A holistic framework. Journal of Business Research, 70, 118-126.10.1016/j.jbusres.2016.05.001
- Füller, J., Schroll, R., & von Hippel, E. (2013). User generated brands and their contribution to the diffusion of user innovations. Research Policy, 42(6-7), 1197-1209.10.1016/j.respol.2013.03.006
- Gartner. (2010). Gartner. Available at http://www.gartner.com.
- George, B., & Paul, J. (2020). Digital Transformation in Business and Society. Springer.10.1007/978-3-030-08277-2
- Governatori, G., & Iannella, R. (2011). A modelling and reasoning framework for social networks policies. Enterprise Information Systems, 5(1), 145-167.10.1080/17517575.2010.513014
- Greenberg, P. (2009). Social CRM comes of age. White Paper Sponsored by Oracle.
- Hansotia, B. (2002). Gearing up for CRM: Antecedents to successful implementation. Journal of Database Marketing & Customer Strategy Management, 10(2), 121-132.10.1057/palgrave.jdm.3240103
- He, W., Zha, S., & Li, L. (2013). Social media competitive analysis and text mining: A case study in the pizza industry. International Journal of Information Management, 33(3), 464-472.10.1016/j.ijinfomgt.2013.01.001
- Hoffman, D. L., & Fodor, M. (2010). Can you measure the ROI of your social media marketing? MIT Sloan Management Review, 52(1), 41-49.
- Hong-kit Yim, F., Anderson, R. E., & Swaminathan, S. (2004). Customer relationship management: Its dimensions and effect on customer outcomes. Journal of Personal Selling & Sales Management, 24(4), 263-278.
- Hunt, S. D., & Morgan, R. M. (1995). The comparative advantage theory of competition. Journal of marketing, 59(2), 1-15.10.1177/002224299505900201
- Hunt, S. D., & Arnett, D. B. (2003). Resource-advantage theory and embeddedness: Explaining RA theory’s explanatory success. Journal of Marketing Theory and Practice, 11(1), 1-17.10.1080/10696679.2003.11501928
- Jayachandran, S., Sharma, S., Kaufman, P., & Raman, P. (2005). The role of relational information processes and technology use in customer relationship management. Journal of marketing, 69(4), 177-192.10.1509/jmkg.2005.69.4.177
- Jermsittiparsert, K., Sutduean, J., & Sriyakul, T. (2018). Social Customer Relationship Management Capabilities and Customer Relationship Performance: Moderating Role of Social Media (face-book) usage among Indonesian firms. Opción, 34(86), 1257-1273.
- Jucan, M., Jucan, C., & Rotariu, I. (2013, January). “ The Social Destination”: How Social Media Influences the Organisational Structure and Leadership of DMOs. In Proceedings of World Academy of Science, Engineering and Technology (No. 78, p. 1410). World Academy of Science, Engineering and Technology (WASET).
- Levine, S. (2000). The rise of CRM. America’s Network, 104(6), 34-34.
- Linke, A., & Zerfass, A. (2012). Future trends in social media use for strategic organisation communication: Results of a Delphi study. Public Communication Review, 2(2), 17-29.10.5130/pcr.v2i2.2736
- Marzouk, W. G. (2016). Usage and effectiveness of social media marketing in Egypt: An organization perspective. Jordan Journal of Business Administration, 407(3654), 1-30.
- Morgan, N. A., Vorhies, D. W., & Schlegelmilch, B. B. (2006). Resource–performance relationships in industrial export ventures: The role of resource inimitability and substitutability. Industrial marketing management, 35(5), 621-633.10.1016/j.indmarman.2005.05.018
- Muniz, A. M., & O’guinn, T. C. (2001). Brand community. Journal of consumer research, 27(4), 412-432.10.1086/319618
- Nevo, S., & Wade, M. R. (2010). The formation and value of IT-enabled resources: antecedents and consequences of synergistic relationships. MIS quarterly, 163-183.10.2307/20721419
- Odoom, R., Anning-Dorson, T., & Acheampong, G. (2017). Antecedents of social media usage and performance benefits in small-and medium-sized enterprises (SMEs). Journal of Enterprise Information Management, 30(3), 383-399.10.1108/JEIM-04-2016-0088
- Parvatiyar, A., & Sheth, J. N. (2001). Customer relationship management: Emerging practice, process, and discipline. Journal of Economic & Social Research, 3(2), 1-34.
- Payne, A., & Frow, P. (2005). A strategic framework for customer relationship management. Journal of marketing, 69(4), 167-176.10.1509/jmkg.2005.69.4.167
- Quniton, S. (2013), “The community paradigm: a response to brand management’s dilemma in
- the digital era.” Journal of Marketing Management, Vol.29, Nos. 7-8, pp. 912-932
- Risius, M., & Beck, R. (2015). Effectiveness of corporate social media activities in increasing relational outcomes. Information & Management, 52(7), 824-839.10.1016/j.im.2015.06.004
- Ryals, L., & Payne, A. (2001). Customer relationship management in financial services: towards information-enabled relationship marketing. Journal of strategic marketing, 9(1), 3-27.10.1080/713775725
- Rodriguez, M., Peterson, R. M., & Krishnan, V. (2012). Social media’s influence on business-to-business sales performance. Journal of Personal Selling & Sales Management, 32(3), 365-378.10.2753/PSS0885-3134320306
- Rodriguez, M., Dixon, A. L., & Peltier, J. W. (2014). A review of the interactive marketing literature in the context of personal selling and sales management. Journal of Research in Interactive Marketing, 8(4), 294-308.10.1108/JRIM-06-2014-0035
- Ryals, L., & Payne, A. (2001). Customer relationship management in financial services: towards information-enabled relationship marketing. Journal of strategic marketing, 9(1), 3-27.10.1080/713775725
- Schäfer, K., & Kummer, T. F. (2013). Determining the performance of website-based relationship marketing. Expert Systems with Applications, 40(18), 7571-7578.10.1016/j.eswa.2013.07.051
- Singh, A. (2019). Is Firms’ Social Media Engagement Informative about Firm Performance? Easy Chair Preprint no. 1462.
- Smith, A. K., Bolton, R. N., & Wagner, J. (1999). A model of customer satisfaction with service encounters involving failure and recovery. Journal of marketing research, 36(3), 356-372.10.1177/002224379903600305
- Srinivasan, R., & Moorman, C. (2005). Strategic firm commitments and rewards for customer relationship management in online retailing. Journal of Marketing, 69(4), 193-200.10.1509/jmkg.2005.69.4.193
- Swink, M., & Song, M. (2007). Effects of marketing-manufacturing integration on new product development time and competitive advantage. Journal of operations management, 25(1), 203-217.10.1016/j.jom.2006.03.001
- Tajvidi, R., & Karami, A. (2017). The effect of social media on firm performance. Computers in Human Behavior, 105174.
- Trainor, K. J. (2012). Relating social media technologies to performance: A capabilities-based perspective. Journal of Personal Selling & Sales Management, 32(3), 317-331.10.2753/PSS0885-3134320303
- Trainor, K. J., Andzulis, J. M., Rapp, A., & Agnihotri, R. (2014). Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM. Journal of Business Research, 67(6), 1201-1208.10.1016/j.jbusres.2013.05.002
- Ustüner, T., & Godes, D. (2006). Better sales networks. Harvard business review, 84(7/8), 102-112
- Wang, Z., & Kim, H. G. (2017). Can social media marketing improve customer relationship capabilities and firm performance? Dynamic capability perspective. Journal of Interactive Marketing, 39, 15-26.10.1016/j.intmar.2017.02.004
- Winer, R. S. (2001). A framework for customer relationship management. California management review, 43(4), 89-105.10.2307/41166102
- Zhang, Y., Fang, Y., Wei, K.-K., Ramsey, E., McCole, P., & Chen, H. (2011). Repurchaseintention in B2C e-commerce—A relationship quality perspective. Information Management, 486, 192–200.10.1016/j.im.2011.05.003