Social CRM: A Literature Review Based on Keywords Network Analysis-Reference-Cited by-同舟云学术

Social CRM: A Literature Review Based on Keywords Network Analysis

Published:2020 Issue: Volume: Page:237-249
ISSN:1865-1348
Container-title:Business Information Systems Workshops
language:
Short-container-title:

Author:

Lobato Fábio M. F.^ORCID,Silva Junior Jorge L. F.^ORCID,Jacob Antônio^ORCID,Lisboa Cardoso Diego^ORCID

Publisher

Springer International Publishing

Link

https://link.springer.com/content/pdf/10.1007/978-3-030-61146-0_19

Reference27 articles.

1. Agnihotri, R., Dingus, R., Hu, M.Y., Krush, M.T.: Social media: influencing customer satisfaction in B2B sales. Ind. Mark. Manag. 53, 172–180 (2016)

2. Alalwan, A.A., Rana, N.P., Dwivedi, Y.K., Algharabat, R.: Social media in marketing: a review and analysis of the existing literature. Telematics Inform. 34(7), 1177–1190 (2017)

3. de Almeida, G.R.T., Lobato, F., Cirqueira, D.: Improving Social CRM through electronic word-of-mouth: a case study of ReclameAqui. In: XIVWorkshop de Trabalhos de Iniciação Científic (2017)

4. Askool, S., Nakata, K.: A conceptual model for acceptance of social CRM systems based on a scoping study. AI SOCIETY 26(3), 205–220 (2011)

5. Barabási, A.L., Albert, R.: Emergence of scaling in random networks. Science 286(5439), 509–512 (1999). https://doi.org/10.1126/science.286.5439.509

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