Social media and customer relationship management technologies

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dc.contributor.author Itani, Omar S.
dc.contributor.author Krush, Michael T.
dc.contributor.author Agnihotri, Raj
dc.contributor.author Trainor, Kevin J.
dc.date.accessioned 2022-01-07T14:03:12Z
dc.date.available 2022-01-07T14:03:12Z
dc.date.copyright 2020 en_US
dc.date.issued 2022-01-07
dc.identifier.issn 0019-8501 en_US
dc.identifier.uri http://hdl.handle.net/10725/13225
dc.description.abstract Due to the increasing array of sales technology, salespeople must understand how each application assists them. This study examines how business-to-business salespeople use different forms of sales technology to meet their boundary-spanning roles. Our research draws from social exchange theory and task-technology fit theory to test a model that examines how salespeople use CRM and social media technologies differentially to support competitive information collection, product information communication, and buyer information sharing. Dyadic data from industrial buyers and sellers is used to analyze the technology-behavior relationships. Our study's results reveal social media use and CRM technology both positively influence buyer-seller information exchanges; however, each technology takes a distinct route to enable the information exchange between the buyer and the seller. The results also suggest that managers need to champion the use of both technology applications to their salesforce. en_US
dc.language.iso en en_US
dc.title Social media and customer relationship management technologies en_US
dc.type Article en_US
dc.description.version Published en_US
dc.title.subtitle Influencing buyer-seller information exchanges en_US
dc.author.school SOB en_US
dc.author.idnumber 200501701 en_US
dc.author.department Hospitality Management And Marketing en_US
dc.relation.journal Industrial Marketing Management en_US
dc.journal.volume 90 en_US
dc.article.pages 264-275 en_US
dc.keywords Social media en_US
dc.keywords CRM en_US
dc.keywords Information communication en_US
dc.keywords Information sharing en_US
dc.keywords Buyer-seller en_US
dc.identifier.doi https://doi.org/10.1016/j.indmarman.2020.07.015 en_US
dc.identifier.ctation Itani, O. S., Krush, M. T., Agnihotri, R., & Trainor, K. J. (2020). Social media and customer relationship management technologies: Influencing buyer-seller information exchanges. Industrial Marketing Management, 90, 264-275. en_US
dc.author.email omar.itani@lau.edu.lb en_US
dc.identifier.tou http://libraries.lau.edu.lb/research/laur/terms-of-use/articles.php en_US
dc.identifier.url https://www.sciencedirect.com/science/article/abs/pii/S0019850119309447 en_US
dc.orcid.id https://orcid.org/0000-0003-2258-7837 en_US
dc.author.affiliation Lebanese American University en_US

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