The Influence of Social Customer Relationship Management (SCRM) on Customer Relationship Performance

Q: How can I download an article?

To download an article from SID, first log in to the site, search for the article title, and click on the 'Download Article' option.

Q: How can I download an ISI article?

To download an ISI article on SID, enter the keyword or article title in the search bar, view the relevant results, click on the desired article, and select the 'Download Article' option.

Q: How can I access the SID database?

To access the SID database, visit SID.ir, create an account, and log in to access scientific resources.

Q: Is downloading articles from SID free?

Some articles on SID are available for free, while others require payment. Details are specified on the article's page.

JAFARI SEYED MOHAMMADBAGHER; Yaghobi Jahromi Zeinab

مرکز اطلاعات علمی Scientific Information Database (SID) - Trusted Source for Research and Academic Resources

Journal Paper

Paper Information

Journal: JOURNAL OF BUSINESS ADMINISTRATION RESEARCH Year:2019 | Volume:10 | Issue:20 Page(s): 115-134

Download Full-Text

Persian Verion

View:

1,566

Download:

Cites:

Information Journal Paper

Title

The Influence of Social Customer Relationship Management (SCRM) on Customer Relationship Performance

Author(s)

JAFARI SEYED MOHAMMADBAGHER | Yaghobi Jahromi Zeinab | Issue Writer Certificate

Keywords

Customer relationship managementQ2

Social media technologyQ1

Social customer relationship managementQ1

Customer relationship performanceQ1

Abstract

The aim of this study is to evaluate the effect of social Customer relationship management (SCRM) on the relationship of the senior managers and experts of independent organizations in Fars province with customers. Social Customer relationship management includes variables such as customer orientation, use of Social media technology, customer engagement initiatives, relationship information processes and capabilities of social Customer relationship management. Using a questionnaire, the data were collected from 150 marketing professionals. The reliability and the validity were tested by Cronbach's alpha and the content validity test. To analyze the data, structural equation modeling was performed using the Warp Pls14 software. The results showed that the application of the variables of social Customer relationship management has a significant positive impact on Customer relationship performance. In general, all the study hypotheses were confirmed, but relationship information processes proved to have no impact on social Customer relationship management capabilities.

Cites

No record.

References

No record.

Cite

APA: Copy

JAFARI, SEYED MOHAMMADBAGHER, & Yaghobi Jahromi, Zeinab. (2019). The Influence of Social Customer Relationship Management (SCRM) on Customer Relationship Performance. JOURNAL OF BUSINESS ADMINISTRATION RESEARCH, 10(20 ), 115-134. SID. https://sid.ir/paper/381561/en

Vancouver: Copy

JAFARI SEYED MOHAMMADBAGHER, Yaghobi Jahromi Zeinab. The Influence of Social Customer Relationship Management (SCRM) on Customer Relationship Performance. JOURNAL OF BUSINESS ADMINISTRATION RESEARCH[Internet]. 2019;10(20 ):115-134. Available from: https://sid.ir/paper/381561/en

IEEE: Copy

SEYED MOHAMMADBAGHER JAFARI, and Zeinab Yaghobi Jahromi, “The Influence of Social Customer Relationship Management (SCRM) on Customer Relationship Performance,” JOURNAL OF BUSINESS ADMINISTRATION RESEARCH, vol. 10, no. 20 , pp. 115–134, 2019, [Online]. Available: https://sid.ir/paper/381561/en

Related Journal Papers