2022
DOI: 10.1016/j.jbusres.2022.06.028
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From CRM to social CRM: A bibliometric review and research agenda for consumer research

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Cited by 38 publications
(23 citation statements)
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References 150 publications
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“…Second, this review followed strict guidelines to ensure a stringent process of selecting journal articles [ 86 , 87 ]. Hence, because of narrowing down the search criteria to accommodate articles complying with consumer engagement in a social media context, the review might have missed overlapping or close concepts in the literature, such as consumer engagement in a B2B context [ 16 ] or interactions in social CRM [ 88 ]. Third, social media, if not used effectively by organization salespersons, can often become a tool for exploitation, thereby resulting in consumers interpreting information and communication messages inappropriately.…”
Section: Discussionmentioning
confidence: 99%
“…Second, this review followed strict guidelines to ensure a stringent process of selecting journal articles [ 86 , 87 ]. Hence, because of narrowing down the search criteria to accommodate articles complying with consumer engagement in a social media context, the review might have missed overlapping or close concepts in the literature, such as consumer engagement in a B2B context [ 16 ] or interactions in social CRM [ 88 ]. Third, social media, if not used effectively by organization salespersons, can often become a tool for exploitation, thereby resulting in consumers interpreting information and communication messages inappropriately.…”
Section: Discussionmentioning
confidence: 99%
“…According to Bartol et al (2014), Norris and Oppenheim (2007), Scopus is a leading, popular and vast database of research fields that is better than other databases in many ways (Dur an-S anchez et al, 2019). The database covers an extensive range of works published in more than 12,000 journals (Perez-Vega et al, 2022 andZhao andStrotmann, 2015). Another reason to choose SCOPUS over other databases is to remove the issue of homogenization (Galati and Bigliardi, 2019).…”
Section: Methodsmentioning
confidence: 99%
“…With regard to the nature of the relationship quality construct, the extant RMT literature provides various opinions on B2B relationships. For instance, several studies acknowledge relationship quality as a higher-order construct (Casidy & Nyadzayo, 2019;Čater & Čater, 2010;Krasnikov, Jayachandran, & Kumar, 2009;Naudé & Buttle, 2000;Perez-Vega, Hopkinson, Singhal, & Mariani, 2022;Palmatier, 2008;Smith, 1998). However, Jiang et al (2016), Athanasopoulou and Giovanis (2015), and Song (2012) regard relationship quality as a multi-dimensional construct.…”
Section: Seminal Studies On Business-to-business Relationship Quality...mentioning
confidence: 99%