State-of-the-art social customer relationship management

Irene Cheng Chu Chan
Irene Cheng Chu Chan
Lawrence Hoc Nang Fong
Lawrence Hoc Nang Fong

Asia Pacific Journal of Tourism Research, pp. 423-436, 2018.

Cited by: 1|Bibtex|Views0|
Other Links: academic.microsoft.com

Abstract:

ABSTRACTThe rise of social media challenges the traditional notion of customer relationship management (CRM) and has led to the emergence of social CRM. This study collected and content-analyzed recent literature along the intersection between social media and CRM, to present an overview of the social CRM research in tourism and hospitali...More

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