Implementing Social Customer Relationship Management in Turbulent Environments: A Dynamic Capabilities Perspective

Purpose: Despite the crucial contribution of social media on customer relationship management (CRM) strategies, how social CRM can be transformed into customer value, and economics returns for firms remain unexplored in the hospitality industry, especially in turbulent environments. As a new approac...

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Tác giả chính:	Vu Minh Ngo, Quyen Phu Thi Phan, Hieu Minh Vu
Định dạng:	journal-article
Ngôn ngữ:	en_US
Thông tin xuất bản:	2022
Chủ đề:	Social Customer Relationship Management (Social CRM) Dynamic Capabilities Social Media Technology Hospitality Industry Small and Medium Enterprises (SMEs) Vietnam
Truy cập trực tuyến:	http://repository.vlu.edu.vn:443/handle/123456789/480
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spelling	oai:http:--repository.vlu.edu.vn-:123456789-4802022-10-31T17:16:44Z Implementing Social Customer Relationship Management in Turbulent Environments: A Dynamic Capabilities Perspective Vu Minh Ngo Quyen Phu Thi Phan Hieu Minh Vu Social Customer Relationship Management (Social CRM) Dynamic Capabilities Social Media Technology Hospitality Industry Small and Medium Enterprises (SMEs) Vietnam Purpose: Despite the crucial contribution of social media on customer relationship management (CRM) strategies, how social CRM can be transformed into customer value, and economics returns for firms remain unexplored in the hospitality industry, especially in turbulent environments. As a new approach for dealing with both gradual and disruptive changes in the market, this study develops and tests the mediating role of dynamic capabilities in the social CRM - performance relationship. Methodology: Drawing on resource-based view and capabilities perspectives, a mixed methodology was applied. First, a survey was conducted to quantitatively test the proposed hypotheses using Structural Equation Modelling with PLS approach (PLS-SEM) on a sample consisting of 111 SEMs. Then, a qualitative fuzzy-set Comparative Analysis (fsQCA) was employed to look for the unique combinations of capabilities to achieve firms‟ superior performance. Findings: The outcomes indicated a mixture of expected and unexpected findings, including: (i) the direct effect of social CRM on firm‟s performance; (ii) Dynamic capabilities as the missing link between social CRM capabilities and firms‟ performance; (iii) the unique roles of social media technology use in the combinations with other capabilities for generating the best firms‟ performance. Originality: This study is among the few to consider the dynamic nature of the market when investigating how to implement Social CRM successfully. The insights and practical implications in this study can be useful for managers in SMEs whose desire is to build a dynamic system for improving customer value and firms‟ performance. 2022-10-31T10:16:44Z 2022-10-31T10:16:44Z 2021 journal-article http://repository.vlu.edu.vn:443/handle/123456789/480 10.14704/WEB/V18SI03/WEB18020 en_US Webology 1735-188X application/pdf
institution	Trường Đại học Văn Lang
collection	DSpaceVLU
language	en_US
topic	Social Customer Relationship Management (Social CRM) Dynamic Capabilities Social Media Technology Hospitality Industry Small and Medium Enterprises (SMEs) Vietnam
spellingShingle	Social Customer Relationship Management (Social CRM) Dynamic Capabilities Social Media Technology Hospitality Industry Small and Medium Enterprises (SMEs) Vietnam Vu Minh Ngo Quyen Phu Thi Phan Hieu Minh Vu Implementing Social Customer Relationship Management in Turbulent Environments: A Dynamic Capabilities Perspective
description	Purpose: Despite the crucial contribution of social media on customer relationship management (CRM) strategies, how social CRM can be transformed into customer value, and economics returns for firms remain unexplored in the hospitality industry, especially in turbulent environments. As a new approach for dealing with both gradual and disruptive changes in the market, this study develops and tests the mediating role of dynamic capabilities in the social CRM - performance relationship. Methodology: Drawing on resource-based view and capabilities perspectives, a mixed methodology was applied. First, a survey was conducted to quantitatively test the proposed hypotheses using Structural Equation Modelling with PLS approach (PLS-SEM) on a sample consisting of 111 SEMs. Then, a qualitative fuzzy-set Comparative Analysis (fsQCA) was employed to look for the unique combinations of capabilities to achieve firms‟ superior performance. Findings: The outcomes indicated a mixture of expected and unexpected findings, including: (i) the direct effect of social CRM on firm‟s performance; (ii) Dynamic capabilities as the missing link between social CRM capabilities and firms‟ performance; (iii) the unique roles of social media technology use in the combinations with other capabilities for generating the best firms‟ performance. Originality: This study is among the few to consider the dynamic nature of the market when investigating how to implement Social CRM successfully. The insights and practical implications in this study can be useful for managers in SMEs whose desire is to build a dynamic system for improving customer value and firms‟ performance.
format	journal-article
author	Vu Minh Ngo Quyen Phu Thi Phan Hieu Minh Vu
author_facet	Vu Minh Ngo Quyen Phu Thi Phan Hieu Minh Vu
author_sort	Vu Minh Ngo
title	Implementing Social Customer Relationship Management in Turbulent Environments: A Dynamic Capabilities Perspective
title_short	Implementing Social Customer Relationship Management in Turbulent Environments: A Dynamic Capabilities Perspective
title_full	Implementing Social Customer Relationship Management in Turbulent Environments: A Dynamic Capabilities Perspective
title_fullStr	Implementing Social Customer Relationship Management in Turbulent Environments: A Dynamic Capabilities Perspective
title_full_unstemmed	Implementing Social Customer Relationship Management in Turbulent Environments: A Dynamic Capabilities Perspective
title_sort	implementing social customer relationship management in turbulent environments: a dynamic capabilities perspective
publishDate	2022
url	http://repository.vlu.edu.vn:443/handle/123456789/480
work_keys_str_mv	AT vuminhngo implementingsocialcustomerrelationshipmanagementinturbulentenvironmentsadynamiccapabilitiesperspective AT quyenphuthiphan implementingsocialcustomerrelationshipmanagementinturbulentenvironmentsadynamiccapabilitiesperspective AT hieuminhvu implementingsocialcustomerrelationshipmanagementinturbulentenvironmentsadynamiccapabilitiesperspective
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Implementing Social Customer Relationship Management in Turbulent Environments: A Dynamic Capabilities Perspective

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