The Role of Social Media in the Relationship between CRM, SRM, and Customer Satisfaction

机译：社交媒体在CRM，SRM和客户满意度之间的关系中的作用

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Literature indicates that 42% of U.S. firms have integrated social media in their business strategies. Firms now use social media as a tool to interact with customers for sharing information and responding quickly to their needs. This study explores the role of social media in customer/supplier management and customer satisfaction.

机译：文献表明，有42％的美国公司已将社交媒体整合到他们的商业策略中。公司现在使用社交媒体作为与客户互动的工具，以共享信息并快速响应他们的需求。这项研究探讨了社交媒体在客户/供应商管理和客户满意度中的作用。

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《Decision Sciences Institute annual meeting》|2018年|1878-1901|共24页
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Nero Edevbie; Young Sik Cho;
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关键词
Social Media; Customer Relationship Management; Supplier Relationship Management; Customer Satisfaction; Social Networking Perspective;

机译：社交媒体;客户关系管理;供应商关系管理;客户满意度;社交网络视角;

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专利

1. Managing Customer Relationships in the Social Media Era: Introducing the Social CRM House [J] . Edward C. Malthouse, Michael Haenlein, Bernd Skiera, Journal of interactive marketing . 2013,第4期

机译：在社交媒体时代管理客户关系：Social CRM House简介
2. Relationships among customer loyalty, customer satisfaction, corporate image and behavioural intention on social media for a corporation [J] . Haixia Lv, Guang Yu, Gang Wu International journal of infomation technology and management . 2018,第3期

机译：客户忠诚度，客户满意度，企业形象和企业社交媒体上的行为意图之间的关系
3. The Mediating Relationship of Customer Satisfaction Between Brand Trust, Brand Social Responsibility Image with Moderating Role of Switching Cost [J] . Advanced Science Letters . 2017,第9期

机译：品牌信托与品牌社会责任形象与调节开关成本的调解关系
4. The Role of Social Media in the Relationship between CRM, SRM, and Customer Satisfaction [C] . Nero Edevbie, Young Sik Cho Decision Sciences Institute annual meeting . 2018

机译：社交媒体在CRM，SRM和客户满意之间的关系中的作用
5. Customer satisfaction, behavior intention, attitude, and knowledge: Focus on the antecedents of relationship share in the context of customer relationship management (CRM). [D] . Thakur, Ramendra. 2005

机译：客户满意度，行为意图，态度和知识：在客户关系管理（CRM）的背景下，专注于关系共享的前提。
6. The study of the relationship between value creation and customer loyalty with the role of trust moderation and customer satisfaction in Sari hospitals [O] . Zienolabedin Rahmani, Mansour Ranjbar, Ali Asgar Nadi Gara, 2017

机译：研究价值创造与客户忠诚度之间的关系以及信任调节和客户满意度在萨里医院中的作用
7. Exploring CRM and SRM User Satisfaction in B2B Relationships Management [O] . Kooli Kaouther, Ben Mansour K., Cornwell V. 2016

机译：在B2B关系管理中探索CRM和SRM用户满意度

The Role of Social Media in the Relationship between CRM, SRM, and Customer Satisfaction

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