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dc.contributor.authorDewnarain, Senika
dc.contributor.authorRamkissoon, Haywantee
dc.contributor.authorMavondo, Felix
dc.date.accessioned2021-04-15T13:00:27Z
dc.date.available2021-04-15T13:00:27Z
dc.date.issued2021-04-13
dc.identifier.citationDewnarain, S., Ramkissoon, H.,& Mavondo, F. (2021). 'Social Customer Relationship Management: A customer Perspective'. Journal of Hospitality Marketing & Management, pp. 1-40.en_US
dc.identifier.doi10.1080/19368623.2021.1884162
dc.identifier.urihttp://hdl.handle.net/10545/625708
dc.description.abstractThe availability of many social networking sites such as Facebook, Twitter, YouTube and online review sites such as Trip Advisor has led to the emergence of a new concept known as social customer relationship management (SCRM) or CRM 2.0. This is defined as a business strategy of engaging customers through social media with the goal of building trust and brand loyalty (Greenberg, 2010; Li et al., 2020; Rita & Moro, 2018), SCRM provides traditional customer relationship management for online customers by shifting the focus from a transactional outlook to one that centers on customer experiences (Dewnarain et al., 2019a; Sigala, 2018; Touni et al., 10 2020; Zhang et al., 2019).en_US
dc.description.sponsorshipN/Aen_US
dc.language.isoen_USen_US
dc.publisherTaylor & Francisen_US
dc.relation.urlhttps://www.tandfonline.com/toc/whmm20/currenten_US
dc.relation.urlhttps://www.tandfonline.com/doi/full/10.1080/19368623.2021.1884162?src=en_US
dc.subjectSocial Customer Relationship Managementen_US
dc.subjectSocial Mediaen_US
dc.subjectHospitalityen_US
dc.titleSocial customer relationship management: A customer perspectiveen_US
dc.typeArticleen_US
dc.identifier.eissn1936-8631
dc.contributor.departmentUniversity of Derbyen_US
dc.contributor.departmentCurtin Mauritius, Charles Telfair Campus, Mauritiusen_US
dc.contributor.departmentMonash University, Melbourne, Victoria, Australiaen_US
dc.identifier.journalJournal of Hospitality Marketing & Managementen_US
dcterms.dateAccepted2021-01-29
dc.author.detail786764en_US


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