Determinants of intention to adopt social customer relationship management services and their effects on marketing performance among Malaysian start-up companies

• Main Author: Hasani, Tahereh
• Format: Thesis
• Language: English
• Published: 2016
• Online Access: http://psasir.upm.edu.my/id/eprint/69495/1/GSM%202016%2024%20IR.pdf; http://psasir.upm.edu.my/id/eprint/69495/

Social networking technologies and social media have changed almost all aspects of our lives and created a lot of business opportunities. The rise of social media affected Customer Relationship Management (CRM) by developing a new concept called “social CRM” (SCRM). SCRM merges traditional CRM and W...