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
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
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
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
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
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
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
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., & 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).
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
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
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
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
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
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
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
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