Social media usage has become ubiquitous, and organizations need to manage this tool to meet their strategic goals. Companies are finding it necessary to modify their approach to customer relationship management (CRM) and develop new marketing capabilities that facilitate customer satisfaction. The purpose of this study is to examine how social media usage can help firms build new CRM capabilities and thus improve marketing adoption strategies and business performance. We suggest that social CRM capability is critical when companies merge social media into their marketing strategies to improve customer engagement and firm performance. We empirically analyze data from 232 companies using Facebook, COMPUSTAT North America, and Global Fundamentals annual databases for the period 2004–2014. This study contributes to extant literature by confirming a new form of CRM capabilities – social CRM – using the resource-based view and dynamic capabilities theory frameworks, and by demonstrating that social media usage plays a moderating role by amplifying the positive impact of social CRM capabilities on firm performance.

We report the synthesis of highly active NiS/CdS photocatalysts via a simple hydrothermal loading method for H(2) evolution from lactic acid sacrificial solution under visible light. In the absence of noble metals, a high quantum efficiency of 51.3% was measured at 420 nm.

No abstract

Sm-Mn mixed oxide catalysts prepared by the coprecipitation method were developed, and their catalytic activities were tested for the selective catalytic reduction (SCR) of NO with ammonia at low temperature. The results showed that the amount of Sm markedly influenced the activity of the MnO x catalyst for SCR, that the activity of the Sm-Mn mixed oxide catalyst exhibited a volcano-type tendency with an increase in the Sm content, and that the appropriate mole ratio of Sm to Mn in the catalyst was 0.1. In addition, the presence of Sm in the MnO x catalyst can obviously enhance both water and sulfur dioxide resistances. The effect of Sm on the physiochemical properties of the Sm-MnO x catalyst were investigated by XRD, low-temperature N2 adsorption, XPS, and FE-SEM techniques. The results showed that the presence of Sm in the Sm-MnO x catalyst can restrain the crystallization of MnO x and increase its surface area and the relative content of both Mn4+ and surface oxygen (OS) on the surface of the Sm-MnO x catalyst. NH3-TPD, NO-TPD, and in situ DRIFT techniques were used to investigate the absorption of NH3 and NO on the Sm-MnO x catalyst and their surface reactions. The results revealed that the presence of Sm in the Sm0.1-MnO x catalyst can increase the absorption amount of NH3 and NO on the catalyst and does not vary the SCR reaction mechanism over the MnO x catalyst: that is, the coexistence of Eley–Rideal and Langmuir–Hinshelwood mechanisms (bidentate nitrate is the active intermediate), in which the Eley–Rideal mechanism is predominant.