Toward a conceptual model for examining the role of social media on social customer relationship management (SCRM) system

Abdullah M. Baabdullah; Nripendra P. Rana; Ali Abdallah Alalwan; Raed Algharabat; Hatice Kizgin; Ghazi A. Al-Weshah

doi:10.1007/978-3-030-04315-5_8

Toward a conceptual model for examining the role of social media on social customer relationship management (SCRM) system

Abdullah M. Baabdullah^*, Nripendra P. Rana, Ali Abdallah Alalwan, Raed Algharabat, Hatice Kizgin, Ghazi A. Al-Weshah

^*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

4 Citations (Scopus)

1 Downloads (Pure)

Abstract

Organizations worldwide are becoming more interested in utilizing social media applications to enhance their marketing capabilities. One of the main fruits of integrating social media applications into the marketing, information technology and information systems areas is social customer relationship management (SCRM). SCRM has been the focus of attention for both marketing academics and practitioners. However, as this area is quite new, there is a need to propose a theoretical foundation explaining how using social media platforms for SCRM systems could predict customer engagement and customer relationship performance. Three main factors, i.e. social media use, a customer-centric management system, and relationship marketing orientation, are considered as key predictors of SCRM. SCRM is proposed as a key determinant of customer engagement, which in turn affects customer relationship performance. The proposed research methodology suggests conducting a quantitative study to validate the current study model. Further discussion regarding the research contribution and main limitations are provided in the last sections.

Original language	English
Title of host publication	Smart Working, Living and Organising - IFIP WG 8.6 International Conference on Transfer and Diffusion of IT, TDIT 2018, Proceedings
Editors	Yogesh K. Dwivedi, David Wastell, Deborah Bunker, Amany Elbanna
Publisher	Springer
Pages	102-109
Number of pages	8
ISBN (Print)	9783030043148
DOIs	https://doi.org/10.1007/978-3-030-04315-5_8
Publication status	Published - 2019
Externally published	Yes
Event	IFIP WG 8.6 International Working Conference "Smart Working, Living and Organising" on Transfer and Diffusion of IT, TDIT 2018 - Portsmouth, United Kingdom Duration: 25 Jun 2018 → 25 Jun 2018

Publication series

Name	IFIP Advances in Information and Communication Technology
Volume	533
ISSN (Print)	1868-4238

Conference

Conference	IFIP WG 8.6 International Working Conference "Smart Working, Living and Organising" on Transfer and Diffusion of IT, TDIT 2018
Abbreviated title	TDIT 2018
Country/Territory	United Kingdom
City	Portsmouth
Period	25/06/18 → 25/06/18

Keywords

Customer engagement
Jordan
SCRM
Social media

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

Access to Document

10.1007/978-3-030-04315-5_8

Cite this

Baabdullah, A. M., Rana, N. P., Alalwan, A. A., Algharabat, R., Kizgin, H., & Al-Weshah, G. A. (2019). Toward a conceptual model for examining the role of social media on social customer relationship management (SCRM) system. In Y. K. Dwivedi, D. Wastell, D. Bunker, & A. Elbanna (Eds.), Smart Working, Living and Organising - IFIP WG 8.6 International Conference on Transfer and Diffusion of IT, TDIT 2018, Proceedings (pp. 102-109). (IFIP Advances in Information and Communication Technology; Vol. 533). Springer. https://doi.org/10.1007/978-3-030-04315-5_8

Baabdullah, Abdullah M. ; Rana, Nripendra P. ; Alalwan, Ali Abdallah et al. / Toward a conceptual model for examining the role of social media on social customer relationship management (SCRM) system. Smart Working, Living and Organising - IFIP WG 8.6 International Conference on Transfer and Diffusion of IT, TDIT 2018, Proceedings. editor / Yogesh K. Dwivedi ; David Wastell ; Deborah Bunker ; Amany Elbanna. Springer, 2019. pp. 102-109 (IFIP Advances in Information and Communication Technology).

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title = "Toward a conceptual model for examining the role of social media on social customer relationship management (SCRM) system",

abstract = "Organizations worldwide are becoming more interested in utilizing social media applications to enhance their marketing capabilities. One of the main fruits of integrating social media applications into the marketing, information technology and information systems areas is social customer relationship management (SCRM). SCRM has been the focus of attention for both marketing academics and practitioners. However, as this area is quite new, there is a need to propose a theoretical foundation explaining how using social media platforms for SCRM systems could predict customer engagement and customer relationship performance. Three main factors, i.e. social media use, a customer-centric management system, and relationship marketing orientation, are considered as key predictors of SCRM. SCRM is proposed as a key determinant of customer engagement, which in turn affects customer relationship performance. The proposed research methodology suggests conducting a quantitative study to validate the current study model. Further discussion regarding the research contribution and main limitations are provided in the last sections.",

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author = "Baabdullah, {Abdullah M.} and Rana, {Nripendra P.} and Alalwan, {Ali Abdallah} and Raed Algharabat and Hatice Kizgin and Al-Weshah, {Ghazi A.}",

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Baabdullah, AM, Rana, NP, Alalwan, AA, Algharabat, R, Kizgin, H & Al-Weshah, GA 2019, Toward a conceptual model for examining the role of social media on social customer relationship management (SCRM) system. in YK Dwivedi, D Wastell, D Bunker & A Elbanna (eds), Smart Working, Living and Organising - IFIP WG 8.6 International Conference on Transfer and Diffusion of IT, TDIT 2018, Proceedings. IFIP Advances in Information and Communication Technology, vol. 533, Springer, pp. 102-109, IFIP WG 8.6 International Working Conference "Smart Working, Living and Organising" on Transfer and Diffusion of IT, TDIT 2018, Portsmouth, United Kingdom, 25/06/18. https://doi.org/10.1007/978-3-030-04315-5_8

Toward a conceptual model for examining the role of social media on social customer relationship management (SCRM) system. / Baabdullah, Abdullah M.; Rana, Nripendra P.; Alalwan, Ali Abdallah et al.
Smart Working, Living and Organising - IFIP WG 8.6 International Conference on Transfer and Diffusion of IT, TDIT 2018, Proceedings. ed. / Yogesh K. Dwivedi; David Wastell; Deborah Bunker; Amany Elbanna. Springer, 2019. p. 102-109 (IFIP Advances in Information and Communication Technology; Vol. 533).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › Academic › peer-review

TY - GEN

T1 - Toward a conceptual model for examining the role of social media on social customer relationship management (SCRM) system

AU - Baabdullah, Abdullah M.

AU - Rana, Nripendra P.

AU - Alalwan, Ali Abdallah

AU - Algharabat, Raed

AU - Kizgin, Hatice

AU - Al-Weshah, Ghazi A.

PY - 2019

Y1 - 2019

N2 - Organizations worldwide are becoming more interested in utilizing social media applications to enhance their marketing capabilities. One of the main fruits of integrating social media applications into the marketing, information technology and information systems areas is social customer relationship management (SCRM). SCRM has been the focus of attention for both marketing academics and practitioners. However, as this area is quite new, there is a need to propose a theoretical foundation explaining how using social media platforms for SCRM systems could predict customer engagement and customer relationship performance. Three main factors, i.e. social media use, a customer-centric management system, and relationship marketing orientation, are considered as key predictors of SCRM. SCRM is proposed as a key determinant of customer engagement, which in turn affects customer relationship performance. The proposed research methodology suggests conducting a quantitative study to validate the current study model. Further discussion regarding the research contribution and main limitations are provided in the last sections.

AB - Organizations worldwide are becoming more interested in utilizing social media applications to enhance their marketing capabilities. One of the main fruits of integrating social media applications into the marketing, information technology and information systems areas is social customer relationship management (SCRM). SCRM has been the focus of attention for both marketing academics and practitioners. However, as this area is quite new, there is a need to propose a theoretical foundation explaining how using social media platforms for SCRM systems could predict customer engagement and customer relationship performance. Three main factors, i.e. social media use, a customer-centric management system, and relationship marketing orientation, are considered as key predictors of SCRM. SCRM is proposed as a key determinant of customer engagement, which in turn affects customer relationship performance. The proposed research methodology suggests conducting a quantitative study to validate the current study model. Further discussion regarding the research contribution and main limitations are provided in the last sections.

KW - Customer engagement

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KW - Social media

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SN - 9783030043148

T3 - IFIP Advances in Information and Communication Technology

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A2 - Elbanna, Amany

PB - Springer

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Y2 - 25 June 2018 through 25 June 2018

ER -

Baabdullah AM, Rana NP, Alalwan AA, Algharabat R, Kizgin H, Al-Weshah GA. Toward a conceptual model for examining the role of social media on social customer relationship management (SCRM) system. In Dwivedi YK, Wastell D, Bunker D, Elbanna A, editors, Smart Working, Living and Organising - IFIP WG 8.6 International Conference on Transfer and Diffusion of IT, TDIT 2018, Proceedings. Springer. 2019. p. 102-109. (IFIP Advances in Information and Communication Technology). doi: 10.1007/978-3-030-04315-5_8

Toward a conceptual model for examining the role of social media on social customer relationship management (SCRM) system

Abstract

Publication series

Conference

Keywords

UN SDGs

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