Understanding social customer relationship management adoption: qualitative insights

被引：10

作者：

Gamage, Thilini Chathurika ^{[1
]}

Gnanapala, Athula ^{[2
]}

Ashill, Nicholas J. ^{[3
]}

机构：

[1] Sabaragamuwa Univ Sri Lanka, Fac Management Studies, Dept Mkt Management, Ratnapura, Sri Lanka

[2] Sabaragamuwa Univ Sri Lanka, Fac Management Studies, Dept Tourism Management, Ratnapura, Sri Lanka

[3] Int Business Victoria Univ Wellington, Sch Mkt & Int Business, Wellington, New Zealand

来源：

JOURNAL OF STRATEGIC MARKETING | 2023年 / 31卷 / 02期

关键词：

Adoption; customer relationship management; dynamic capabilities; organisational factors; social customer relationship management; technological factors; DYNAMIC CAPABILITIES; MEDIA; CRM; TOURISM; RISKS;

D O I：

10.1080/0965254X.2021.1923056

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

Acknowledging that research on social customer relationship management (CRM) adoption remains scant, grounded in the theoretical perspectives of dynamic capabilities and technology adoption, and exploratory results from a ?eld investigation of twelve firms drawn from a single industry, we identify and group relevant variables that potentially influence social CRM adoption into nine first-order categories. This qualitative picture can be used as a theoretical basis for studying social CRM adoption. Extending practitioners' understanding of the nature of these categories may lead to better insights into how social CRM adoption can be managed more effectively.

引用

页码：421 / 445

页数：25

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