Ashish K. Rathore, Sakshi Shioramwar, P. Vigneswara Ilavarasan. Social Customer Relationship Management as Predictor of Customer Relationship Performance: An Empirical Study of B2B and B2C Companies. In Yogesh Kumar Dwivedi, Matti Mäntymäki, M. N. Ravishankar, Marijn Janssen, Marc Clement, Emma L. Slade, Nripendra P. Rana, Salah Al-Sharhan, Antonis C. Simintiras, editors, Social Media: The Good, the Bad, and the Ugly - 15th IFIP WG 6.11 Conference on e-Business, e-Services, and e-Society, I3E 2016, Swansea, UK, September 13-15, 2016, Proceedings. Volume 9844 of Lecture Notes in Computer Science, pages 173-182, Springer, 2016. [doi]
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