Social Media in Social CRM: Systematic literature review

被引：0
|
作者：
Juwitasary, Hanny [1 ,2 ]
Marek, Mohamad Noorman [2 ]
Anwar, Norizan [2 ]
Ismail, Mohd Nasir [2 ]
Kurniawan, Yohannes [1 ]
机构：
[1] Bina Nusantara Univ, Sch Informat Syst, Dept Informat Syst, Jakarta 11480, Indonesia
[2] Univ Teknol Mara, Fac Informat Management, Puncak Perdana, Malaysia
来源：
ENVIRONMENT-BEHAVIOUR PROCEEDINGS JOURNAL | 2022年 / 7卷
关键词：
social media; social CRM; systematic literature review;
D O I：
暂无
中图分类号：
X [环境科学、安全科学];
学科分类号：
08 ; 0830 ;
摘要：
Social CRM has become a concept that changes traditional CRM into technological CRM that uses web 2.0 or social media to engage with the customer. SM usage growth is so rapid that companies compete to use social media as their marketing to improve engagement and services to their customers. This research aims to find the role of SM and factors that can measure the influence of SM in S-CRM. This study uses SLR to identify the parts of SM in the industry that implements social CRM and measurement that comes out of the TOE, TAM and IS success models.
引用
收藏
页码：59 / 65
页数：7
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