Social customer relationship management: A customer perspective
Journal article
Dewnarain, Senika, Ramkissoon, Haywantee and Mavondo, Felix 2021. Social customer relationship management: A customer perspective. Journal of Hospitality Marketing & Management.. https://doi.org/10.1080/19368623.2021.1884162
| Authors | Dewnarain, Senika, Ramkissoon, Haywantee and Mavondo, Felix |
|---|---|
| Abstract | The availability of many social networking sites such as Facebook, Twitter, YouTube and online review sites such as Trip Advisor has led to the emergence of a new concept known as social customer relationship management (SCRM) or CRM 2.0. This is defined as a business strategy of engaging customers through social media with the goal of building trust and brand loyalty (Greenberg, 2010; Li et al., 2020; Rita & Moro, 2018), SCRM provides traditional customer relationship management for online customers by shifting the focus from a transactional outlook to one that centers on customer experiences (Dewnarain et al., 2019a; Sigala, 2018; Touni et al., |
| Keywords | Social Customer Relationship Management; Social Media; Hospitality |
| Year | 2021 |
| Journal | Journal of Hospitality Marketing & Management. |
| Publisher | Taylor & Francis |
| ISSN | 1936-8631 |
| Digital Object Identifier (DOI) | https://doi.org/10.1080/19368623.2021.1884162 |
| Web address (URL) | http://hdl.handle.net/10545/625708 |
| hdl:10545/625708 | |
| Publication dates | 13 Apr 2021 |
| Publication process dates | |
| Deposited | 15 Apr 2021, 13:00 |
| Accepted | 29 Jan 2021 |
| Contributors | University of Derby, Curtin Mauritius, Charles Telfair Campus, Mauritius and Monash University, Melbourne, Victoria, Australia |
| File | |
| File | File Access Level Open |
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