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

Journal of Business Research

Volumn 67, Issue 6, 2014, Pages 1201-1208

  Trainor, Kevin J ^a   Agnihotri, Raj ^c  

^a NORTHERN ARIZONA UNIVERSITY   (United States)

^b Mick)   (United States)

^c OHIO UNIVERSITY   (United States)

Author keywords

CRM; Customer relationship management; Customer relationship performance; Information technology; Marketing capabilities; Social media technology

Indexed keywords

EID: 84897659806     PISSN: 01482963     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.jbusres.2013.05.002     Document Type: Article

References (55)

1. Agnihotri R., Kothandaraman P., Kashyap R., Singh R. Bringing "social" into sales: The impact of salespeople's social media use on service behaviors and value creation. Journal of Personal Selling and Sales Management 2012, 32(3):333-348.
2. Ahearne M., Hughes D.E., Schillewaert N. Why sales reps should welcome information technology: Measuring the impact of CRM-based IT on sales effectiveness. International Journal of Research in Marketing 2007, 24(4):336-349.
3. Ahearne M., Jelinek R., Rapp A. Moving beyond the direct effect of SFA adoption on salesperson performance: Training and support as key moderating factors. Industrial Marketing Management 2005, 34(4):379-388.
4. Ahearne M., Jones E., Rapp A., Mathieu J. High touch through high tech: The impact of salesperson technology usage on sales performance via mediating mechanisms. Management Science 2008, 54(4):671-685.
5. Aiken L.S., West S.G. Multiple regression: Testing and interpreting interactions 1991, Sage Publications, Inc., Newbury Park, CA.
6. Amit R., Schoemaker P.J.H. Strategic assets and organizational rent. Strategic Management Journal 1993, 14(1):33-46.
7. Anderson J.C., Gerbing D.W. Structural equation modeling in practice: A review and recommended two-step approach. Psychology Bulletin 1988, 103(3):411-423.
8. Andzulis J.M., Panagopoulos N.G., Rapp A. A review of social media and implications for the sales process. Journal of Personal Selling and Sales Management 2012, 32(3):305-316.
9. Bagozzi R.P., Dholakia U.M. Open source software user communities: A study of participation in linux user groups. Management Science 2006, 52(7):1099-1115.
10. Bagozzi R.P., Yi Y. On the evaluation of structural equation models. Journal of the Academy of Marketing Science 1988, 16(1):74-94.
11. Barney J. Firm resources and sustained competitive advantage. Journal of Management 1991, 17(1):99-120.
12. Berthon P.R., Pitt L.F., Plangger K., Shapiro D. Marketing meets Web 2.0, social media, and creative consumers: Implications for international marketing strategy. Business Horizons 2012, 55(3):261-271.
13. Bharadwaj A.S. A resource-based perspective on information technology capability and firm performance: An empirical investigation. MIS Quarterly 2000, 24(1):169-196.
14. Borges M., Hoppen N., Luce F.B. Information technology impact on market orientation in e-business. Journal of Business Research 2009, 62(9):883-890.
15. Chang W., Park J.E., Chaiy S. How does CRM technology transform into organizational performance? A mediating role of marketing capability. Journal of Business Research 2010, 63(8):849-855.
16. Chen I.J., Popovich K. Understanding customer relationship management (CRM): People, process, and technology. Business Process Management Journal 2003, 9(5):672-688.
17. Coltman T.R. Why build a customer relationship management capability?. The Journal of Strategic Information Systems 2007, 16(3):301-320.
18. Cooper M.J., Gwin C.F., Wakefield K.L. Cross-functional interface and disruption in CRM projects: Is marketing from Venus and information systems from Mars?. Journal of Business Research 2008, 61(4):292-299.
19. Coviello N., Milley R., Marcolin B. Understanding IT-enabled interactivity in contemporary marketing. Journal of Interactive Marketing 2001, 15(4):18-33.
20. Crittenden V.L., Peterson R.A., Albaum G. Technology and business-to-consumer selling: Contemplating research and practice. Journal of Personal Selling and Sales Management 2010, 30(2):103-110.
21. Day G.S. The capabilities of market-driven organizations. Journal of Marketing 1994, 58(4):37-52.
22. Day G.S. Creating a superior customer-relating capability. MIT Sloan Management Review 2003, 44(3):77-82.
23. Day G.S., Wensley R. Assessing advantage: A framework for diagnosing competitive superiority. Journal of Marketing 1988, 52(2):1-20.
24. Deshpandé R., Farley J.U., Webster F.E. Corporate culture, customer orientation, and innovativeness in Japanese firms: A quadrad analysis. Journal of Marketing 1993, 57(1):23-37.
25. Eisenhardt K.M., Martin J.A. Dynamic capabilities: What are they?. Strategic Management Journal 2000, 21(10-11):1105-1121.
26. Fornell C., Larcker D.F. Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research 1981, 18(1):39-50.
27. Gounaris S., Koritos C., Vassilikopoulou K. Person-place congruency in the internet banking context. Journal of Business Research 2010, 63(9-10):943-949.
28. Greenberg P. The impact of CRM 2.0 on customer insight. The Journal of Business and Industrial Marketing 2010, 25(6):410-419.
29. Hambrick D.C., Mason P.A. Upper echelons: The organization as a reflection of its top managers. Academy of Management Review 1984, 9(2):193-206.
30. Hanna R., Rohm A., Crittenden V.L. We're all connected: The power of the social media ecosystem. Business Horizons 2011, 54(3):265-273.
31. Hillebrand B., Nijholt J.J., Nijssen E.J. Exploring CRM effectiveness: An institutional theory perspective. Journal of the Academy of Marketing Science 2011, 39(4):592-608.
32. Hooley G.J., Greenley G.E., Cadogan J.W., Fahy J. The performance impact of marketing resources. Journal of Business Research 2005, 58(1):18-27.
33. Jayachandran S., Sharma S., Kaufman P., Raman P. The role of relational information processes and technology use in customer relationship management. Journal of Marketing 2005, 69(4):177-192.
34. Kietzmann J.H., Hermkens K., McCarthy I.P., Silvestre B.S. Social media? Get serious! Understanding the functional building blocks of social media. Business Horizons 2011, 54(3):241-251.
35. Kim M., Park J.E., Dubinsky A.J., Chaiy S. Frequency of CRM implementation activities: A customer-centric view. Journal of Service Marketing 2012, 26(2):83-93.
36. Marsh H.W., Kit-Tai H., Wen Z. In search of golden rules: Comment on hypothesis-testing approaches to setting cutoff values for fit indexes and dangers in overgeneralizing Hu and Bentler's (1999) findings. Structural Equation Modeling 2004, 11(3):320-341.
37. Melville N., Kraemer K., Gurbaxani V. Review: Information technology and organizational performance: An integrative model of IT business value. MIS Quarterly 2004, 28(2):283-322.
38. Mithas S., Ramasubbu N., Sambamurthy V. How information management capability influences firm performance. MIS Quarterly 2011, 35(1):237-256.
39. Nath P., Nachiappan S., Ramanathan R. The impact of marketing capability, operations capability and diversification strategy on performance: A resource-based view. Industrial Marketing Management 2010, 39(2):317-329.
40. Nevo S., Wade M.R. The formation and value of IT-enabled resources: Antecedents and consequences of synergistic relationships. MIS Quarterly 2010, 34(1):163-183.
41. Ping R.A. A parsimonious estimating technique for interaction and quadratic latent variables. Journal of Marketing Research 1995, 32(3):336-347.
42. Rainie L., Purcell K., Smith A. The social side of the internet 2011, Pew Internet & American Life Project, Washington, DC, (Retrieved from http://pewinternet.org/Reports/2011/The-Social-Side-of-the-Internet.aspx).
43. Rapp A., Trainor K.J., Agnihotri R. Performance implications of customer-linking capabilities: Examining the complementary role of customer orientation and CRM technology. Journal of Business Research 2010, 63(11):1229-1236.
44. Reimann M., Schilke O., Thomas J.S. Customer relationship management and firm performance: The mediating role of business strategy. Journal of the Academy of Marketing Science 2010, 38(3):326-346.
45. Roberts N., Grover V. Investigating firm's customer agility and firm performance: The importance of aligning sense-and-respond capabilities. Journal of Business Research 2012, 65(5):579-585.
46. Sarner A., Thompson E., Davies J., Drakos N., Fletcher C., Mann J., et al. Magic Quadrant for Social CRM. Gartner 2011, July 25, (Retrieved from www.gartner.com).
47. Song M., Droge C., Hanvanich S., Calantone R. Marketing and technology resource complementarity: An analysis of their interaction effect in two environmental contexts. Strategic Management Journal 2005, 26(3):259-276.
48. Srinivasan R., Moorman C. Strategic firm commitments and rewards for customer relationship management in online retailing. Journal of Marketing 2005, 69(4):193-200.
49. Teece D.J., Pisano G., Shuen A. Dynamic capabilities and strategic management. Strategic Management Journal 1997, 18(7):509-533.
50. Trainor K.J. Relating social media technologies to performance: A capabilities-based perspective. Journal of Personal Selling and Sales Management 2012, 32(3):317-331.
51. Trainor K.J., Rapp A., Beitelspacher L.S., Schillewaert N. Integrating information technology and marketing: An examination of the drivers and outcomes of e-Marketing capability. Industrial Marketing Management 2011, 40(1):162-174.
52. Üstüner T., Godes D. Better sales networks. Harvard Business Review 2006, 84(7/8):102-112.
53. Vorhies D.W., Morgan N.A. Benchmarking marketing capabilities for sustainable competitive advantage. Journal of Marketing 2005, 69(1):80-94.
54. Wade M., Hulland J. The resource-based view and information systems research: Review, extension, and suggestions for future research. MIS Quarterly 2004, 28(1):107-142.
55. Wu F., Mahajan V., Balasubramanian S. An analysis of e-business adoption and its impact on business performance. Journal of the Academy of Marketing Science 2003, 31(4):425-447.