In the present scenario of the globalised digital era, organisations have implemented social media as a methodology of Customer Relationship Management (CRM). Social Customer …
In recent years, the concept of customer relationship management (CRM) has undergone a major change from being a strategy that focused solely on establishing financial bonds with …
While the construct customer brand engagement is gaining magnitude in hospitality studies, this study establishes positive word of mouth and brand loyalty as relevant outcomes of …
Purpose This study aims to analyze the role of corporate social responsibility (CSR) customer perceptions, customer–company identification and customer trust on customer …
S Khan, A Wahab - Journal of Hospitality and Tourism Insights, 2023 - emerald.com
Purpose The purpose of this study is to address the issue of customer engagement faced by the hospitality industry. By employing the Stimulus–Organism–Response (SOR) model and …
RW Attar, A Amidi, N Hajli - British Food Journal, 2023 - emerald.com
Purpose E-commerce and social media technologies can significantly benefit the food and beverage industry by reducing costs, streamlining supply activities, and, most importantly …
ICC Chan, DKC Fong, R Law… - Asia Pacific Journal of …, 2018 - Taylor & Francis
The rise of social media challenges the traditional notion of customer relationship management (CRM) and has led to the emergence of social CRM. This study collected and …
Purpose The purpose of this paper is to develop and test a model examining the key factors that emerge from the social customer relationship management (CRM) process. Specifically …
SH Hassan, NM Mohamed Haniba… - International Journal of …, 2019 - emerald.com
Purpose In this twenty-first century, the emergence of social media has been integral in business-related processes, especially in small-and medium-sized enterprises (SMEs) …