Gu, Vicky Ching; Davis, Jonathan; Cao, Ray Qing; Vogt, John - In: International Journal of Quality Innovation 3 (2017) 11, pp. 1-15
The rise of social media technology has led to new customer relationship management tools that engage customers more easily and directly (social customer relationship management, SCRM). However, the usefulness of SCRM is contingent upon a successful adoption by an organization. Various...
