Social media usage has become ubiquitous, and organizations need to manage this tool to
meet their strategic goals. Companies are finding it necessary to modify their approach to …

Purpose The purpose of this study is to introduce a unified framework, which integrates
knowledge management (KM)(knowledge acquisition, diffusion and application, knowledge …

This study focuses on the use of big data analytics in managing B2B customer relationships
and examines the effects of big data analytics on customer relationship performance and …

Empirical evidence shows that profitability does not always rise when lean management
(LM) is implemented. This paper reviews the literature that has empirically analysed how LM …

Managing the customer experience has become a top priority for marketing managers and
researchers. Research on customer experience management (CEM) has traditionally …

This study examines how social media technology usage and customer-centric
management systems contribute to a firm-level capability of social customer relationship …

This study focuses on how the interplay between a firm's absorptive capacity (ACAP), and its
technological and customer relationship capability contributes to its overall performance …

Purpose This paper aims to examine a chain of relationships running from self-congruity
with a brand–that can stem from the actual, ideal or social self–to brand attachment and from …

How do IT-enabled capabilities influence firms' ability to leverage customer involvement and
shape the amount of firm innovation? This study theorizes that effective processing and …

Management innovation facilitates changes including technical innovation thus improving
organizational performance; Chinese firms typically adopt these management innovations …