Impact of social CRM capabilities on firm performance : examining the mediating role of co-created customer experience
Shampy Kamboj (Department of Management Studies, Indian Institute of Technology, Roorkee, India), Mayank Yadav (Department of Management Studies, Indian Institute of Technology, Roorkee, India), Zillur Rahman (Department of Management Studies, Indian Institute of Technology, Roorkee, India), Praveen Goyal (Department of Management, Birla Institute of Technology & Science, Pilani, India)
| Year of publication: |
October-December 2016
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| Authors: | Kamboj, Shampy ; Yadav, Mayank ; Rahman, Zillur ; Goyal, Praveen |
| Published in: |
International journal of information systems in the service sector : IJISSS ; an official publication of the Information Resources Management Association. - Hershey, Pa. : IGI Global, ISSN 1935-5688, ZDB-ID 2498765-7. - Vol. 8.2016, 4, p. 1-16
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| Subject: | Capabilities | CRM | Firm Performance | Social Media | Technology | Beziehungsmarketing | Relationship marketing | Social Web | Social web | Unternehmenserfolg | Firm performance | Kundenintegration | Customer integration | Dynamische Kompetenzen | Dynamic capabilities | Strukturgleichungsmodell | Structural equation model |
| Type of publication: | Article |
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| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.4018/IJISSS.2016100101 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011584132