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Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM

Trainor, Kevin J.; Andzulis, James; Rapp, Adam; … - In: Journal of Business Research 67 (2014) 6, pp. 1201-1208

This study examines how social media technology usage and customer-centric management systems contribute to a firm-level capability of social customer relationship management (CRM). Drawing from the literature in marketing, information systems, and strategic management, the first contribution of...

Persistent link: https://www.econbiz.de/10010869749

Social media technology usage and customer relationship performance : a capabilities-based examination of social CRM

Trainor, Kevin J.; Andzulis, James; Rapp, Adam; … - In: Journal of business research : JBR 67 (2014) 6, pp. 1201-1208

Persistent link: https://www.econbiz.de/10010365151

Performance implications of customer-linking capabilities : examining the complementary role of customer orientation and CRM technology

Rapp, Adam; Trainor, Kevin J.; Agnihotri, Raj - In: Journal of business research : JBR 63 (2010) 11, pp. 1229-1236

Persistent link: https://www.econbiz.de/10008696664

Integrating information technology and marketing : an examination of the drivers and outcomes of e-Marketing capability

Trainor, Kevin J.; Rapp, Adam; Beitelspacher, Lauren Skinner - In: Industrial marketing management : the international … 40 (2011) 1, pp. 162-174

Persistent link: https://www.econbiz.de/10008907879

High touch through high tech: the impact of salesperson technology usage on sales performance via mediating mechanisms

Ahearne, Michael; Jones, Eli; Rapp, Adam; Mathieu, John - In: Management science : journal of the Institute for … 54 (2008) 4, pp. 671-685

Persistent link: https://www.econbiz.de/10003701548