The Impact of Social Media Technologies on Supplier and Customer Relationship Management: An Empirical Analysis in the U.S.

Application of social media in supply chain 4.0 practices: a bibliometric analysis and research trends

“…Social media use in facilitating communication and coordination in the supply chain network Operational outcomes of social media use in improving communication and coordination - Impact of social media on customer satisfaction and trust-building throughout the supply chain Bhattacharjya et al ( 2016 ) O’Leary ( 2011 ) Lam et al ( 2020 ) Potential challenges of social media - Potential challenges of social media use (e.g., dissemination of inaccurate information or requirement of intensive resources to handle these digital platforms) Ilk et al ( 2020 ) Uckelmann et al ( 2011 ) Lam et al ( 2020 ) Use of social media during various supply-chain events (i.e., plan, make, source, deliver, and return) - The role of social media in capturing and communicating information at different steps of the supply chain Bhattacharjya et al ( 2016 ) Scuotto et al ( 2017 ) 4. Social media use in promoting social interaction and customer relationship management Impact of social CRM at different levels (e.g., consumer-company level, buyer–supplier level) - At the customer-firm level: motivations and barriers in improving customer loyalty through social media platforms and integrating customers into the new product development process - At the buyer–supplier level: the effects of information exchange and knowledge sharing through social media on B2B relationships Balakrishnan and Foroudi ( 2019 ) Jalal et al ( 2021 ) Lee et al ( 2020 ) Adoption of new constructs for the social CRM research - Impact of new outcomes (e.g., service improvement or problem resolution) when exploring the contribution of social CRM to organizational performances Hasani et al ( 2017 ) Jalal et al ( 2021 ) Lack of longitudinal studies - Longitudinal data collection to analyze the impact of social media on social interaction and relationship building with supply-chain parties Cho et al ( 2020 ) ...…”

“…Social media use in promoting social interaction and customer relationship management Impact of social CRM at different levels (e.g., consumer-company level, buyer–supplier level) - At the customer-firm level: motivations and barriers in improving customer loyalty through social media platforms and integrating customers into the new product development process - At the buyer–supplier level: the effects of information exchange and knowledge sharing through social media on B2B relationships Balakrishnan and Foroudi ( 2019 ) Jalal et al ( 2021 ) Lee et al ( 2020 ) Adoption of new constructs for the social CRM research - Impact of new outcomes (e.g., service improvement or problem resolution) when exploring the contribution of social CRM to organizational performances Hasani et al ( 2017 ) Jalal et al ( 2021 ) Lack of longitudinal studies - Longitudinal data collection to analyze the impact of social media on social interaction and relationship building with supply-chain parties Cho et al ( 2020 ) 5. Adoption of social media technologies in supply chain relationship management (SCRM) Role of social media technologies in supply chain relationship management in different research contexts - In the international context - In varying degrees of: + open communication culture + policies and regulations governing free speech on social media Cho et al ( 2020 ) Conceptualization of Social Supply Chain Relationship Management - Conceptualize the social SCRM by reviewing and synthesizing the relevant concepts from prior studies, based on different perspectives + Supplier relationship management + Customer relationship management + Stakeholder relationship management - Develop the Social SCRM measurement Cho et al ( 2020 ) …”

“…In supply chains, social media is an essential instrument in the context of Supply Chain 4.0 (Makris et al 2019 ), which is utilized in different functional areas, such as procurement and supply management (e.g., Wankmüller and Reiner 2021 ; Wu et al 2021 ; Agnihotri et al 2021 ), manufacturing (plan/design and resource management) (e.g., Sharifi and Shokouhyar 2021 ; Giannakis et al 2020 ), demand and inventory management (e.g., Beheshti-Kashi and Thoben 2016 ; Iftikhar and Khan 2020 ; Tsao et al 2021 ), logistics management (e.g., Suma et al 2017 ; Orji et al 2019 ), supply chain relationship management—including supplier, producer, customer (e.g., Cho et al 2020 ; Bashir et al 2021 ; Jalal et al 2021 ). In general, the research topic of social media applications in the supply chain is emerging and will become dominant in the future.…”

Peningkatan Kepuasan Pelanggan Melalui Rancangan Customer Relationship Management

“…Namun jika dirujuk dari manfaat dan tujuannya, CRM juga dapat diterapkan pada perguruan tinggi [4]. Dalam menerapkan manajemen hubungan pelanggan diperlukan dukungan teknologi informasi, mengingat pengolahan data yang adil melalui TI mendukung proses pelayanan kepada konsumen [18] [20].…”

Aplicación de un programa educativo basado en redes sociales para generar competencias comerciales en los propietarios de restaurantes del distrito de Tarapoto

“…Entonces las redes sociales se convierten en la herramienta que permite las transferencias de conocimiento, donde gracias a sus características, permiten detectar oportunidades dentro de los mercados internacionales, nacionales y locales a fin de mejorar capacidades empresariales (Sampedro Guamán et al, 2021). Además, Cho et al (2020) y Zurita-Mézquita et al (2021 mencionan que la inclusión de las redes sociales en el mundo empresarial representa una estrategia mercadológica con fines de construir y posicionar la imagen de la marca.…”