Customer Relationship Management and Social Media Use

Moreno, Aurora Garrido; Lockett, Nigel

doi:10.4018/978-1-4666-5888-2.ch133

Encyclopedia of Information Science and Technology, Third Edition

2014

DOI: 10.4018/978-1-4666-5888-2.ch133

|View full text |Cite

Customer Relationship Management and Social Media Use

Aurora Garrido Moreno

Nigel Lockett

Help me understand this report

Search citation statements

Order By: Relevance

Paper Sections

Select...

Citation Types

Supporting

Mentioning

Contrasting

Year Published

2019

Publication Types

Select...

Book1

Relationship

Self Cite0

Independent1

Authors

Journals

Cited by 1 publication

References 25 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

Social Media Use and Customer Engagement

Lockett

Morales

2019

Advances in Marketing, Customer Relationship Management, and E-Services

View full text Add to dashboard Cite

Social media has totally changed the way companies relate to the market, opening a vast array of new opportunities for firms to reinvent customer interactions. The strategic use of platforms like Facebook, Twitter, or YouTube can facilitate business transformation, improving the management of customer relationships, brand image, and enhancing customer retention. Although research on social media has greatly evolved in recent years, there is still some skepticism regarding the real value it can create for firms. To shed light on the topic, drawing on a sample of 212 Spanish hotels, the chapter examines what are the main social media tools used in this sector and what is the impact of using these platforms in promoting customer engagement behaviors. The chapter offers relevant implications for theory and practice.

show abstract

Social Media Use and Customer Engagement

Lockett

Morales

2019

Advances in Marketing, Customer Relationship Management, and E-Services

View full text Add to dashboard Cite

show abstract

scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.

Contact Info

customersupport@researchsolutions.com

10624 S. Eastern Ave., Ste. A-614

Henderson, NV 89052, USA

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Blog Terms and Conditions API Terms Privacy Policy Contact Cookie Preferences Do Not Sell or Share My Personal Information

Made with 💙 for researchers

Part of the Research Solutions Family.

Customer Relationship Management and Social Media Use

Cited by 1 publication

References 25 publications

Social Media Use and Customer Engagement

Social Media Use and Customer Engagement

Contact Info

Product

Resources

About