Acommerce (2019). How L’Oréal uses e-commerce’s social commerce to simplify transaction and increase customer engagement. Available at https://www.acommerce.asia/case-study-loreal-social-commerce/.
Ahani, A., Rahim, N. Z. A., & Nilashi, M. (2017). Forecasting social CRM adoption in SMEs: A combined SEM-neural network method. Computers in Human Behavior, 75, 560–578.
Article
Google Scholar
Alharthi, A., Krotov, V., & Bowman, M. (2017). Addressing barriers to big data. Business Horizons, 60(3), 285–292.
Article
Google Scholar
Aral, S., & Walker, D. (2014). Tie strength, embeddedness, and social influence: A large-scale networked experiment. Management Science, 60(6), 1352–1370.
Article
Google Scholar
Aral, S., Dellarocas, C., & Godes, D. (2013). Social media and business transformation: A framework for research. Information Systems Research, 24(1), 3–13.
Article
Google Scholar
Barger, V., Peltier, J. W., & Schultz, D. E. (2016). Social media and consumer engagement: A review and research agenda. Journal of Research in Interactive Marketing, 10(4), 268–287.
Article
Google Scholar
Barney, J. (1991). Firm resources and sustained competitive advantage. Journal of Management, 17, 99–120.
Article
Google Scholar
Beckers, S. F. M., van Doorn, J., & Verhoef, P. C. (2017). Good, better, engaged? The effect of company-initiated customer engagement behavior on shareholder value. Journal of the Academy of Marketing Science, 46(3), 366–383.
Article
Google Scholar
Blau, P. (1964). Exchange and power in social life. New York: Wiley.
Google Scholar
Brodie, R. J., Hollebeek, L. D., Juric, B., & Ilic, A. (2011). Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252–271.
Article
Google Scholar
Carlson, J., Rahman, M., Voola, R., & De Vries, N. (2018). Customer engagement behaviors in social media: Capturing innovation opportunities. Journal of Services Marketing, 32(1), 83–94.
Article
Google Scholar
Chahine, S., & Malhotra, N. K. (2018). Impact of social media strategies on stock price: The case of twitter. European Journal of Marketing, 52(7–8), 1526–1549.
Article
Google Scholar
Charoensukmongkol, P., & Sasatanun, P. (2017). Social media use for CRM and business performance satisfaction: The moderating roles of social skills and social media sales intensity. Asia Pacific Management Review, 22(1), 25–34.
Article
Google Scholar
Chen, Y., Wang, Q., & Xie, J. (2011). Online social interactions: A natural experiment on word of mouth versus observational learning. Journal of Marketing Research, 48(2), 238–254.
Article
Google Scholar
Choi, Y., & Thoeni, A. (2016). Social media: Is this the new organizational stepchild? European Business Review, 28(1), 21–38.
Article
Google Scholar
Choudhury, M. M., & Harrigan, P. (2014). CRM to social CRM: The integration of new technologies into customer relationship management. Journal of Strategic Marketing, 22(2), 149–176.
Article
Google Scholar
Confos, N., & Davis, T. (2016). Young consumer-brand relationship building potential using digital marketing. European Journal of Marketing, 50(11), 1993–2017.
Article
Google Scholar
Cropanzano, R., & Mitchell, M. S. (2005). Social exchange theory: An interdisciplinary review. Journal of Management, 31(6), 874–900.
Article
Google Scholar
Dao, W. V. T., Le, A. N. H., Cheng, J. M. S., & Chen, D. C. (2014). Social media advertising value: The case of transitional economies in Southeast Asia. International Journal of Advertising, 33(2), 271–294.
Article
Google Scholar
De Vries, L., Gensler, S., & Leeflang, P. S. H. (2012). Popularity of brand posts on brand fan pages: An investigation of the effects of social media marketing. Journal of Interactive Marketing, 26(2), 83–91.
Article
Google Scholar
De Vries, L., Gensler, S., & Leeflang, P. S. H. (2017). Effects of traditional advertising and social messages on brand-building metrics and customer acquisition. Journal of Marketing, 81(5), 1–15.
Article
Google Scholar
Dolan, R., Conduit, J., Fahy, J., & Goodman, S. (2016). Social media engagement behavior: A uses and gratifications perspective. Journal of Strategic Marketing, 24(3–4), 261–277.
Article
Google Scholar
Effing, R., & Spil, T. A. M. (2016). The social strategy cone: Towards a framework for evaluating social media strategies. International Journal of Information Management, 36(1), 1–8.
Article
Google Scholar
Fehrer, J. A., Woratschek, H., Germelmann, C. C., & Brodie, R. J. (2018). Dynamics and drivers of customer engagement: Within the dyad and beyond. Journal of Service Management, 29(3), 443–467.
Article
Google Scholar
Felix, R., Rauschnabel, P. A., & Hinsch, C. (2017). Elements of strategic social media marketing: A holistic framework. Journal of Business Research, 70, 118–126.
Article
Google Scholar
Gao, H., Tate, M., Zhang, H., Chen, S., & Liang, B. (2018). Social media ties strategy in international branding: An application of resource-based theory. Journal of International Marketing, 26(3), 45–69.
Article
Google Scholar
Gnizy, I. (2019). Big data and its strategic path to value in international firms. International Marketing Review, 36(3), 318–341.
Article
Google Scholar
Goldenberg, J., Han, S., Lehmann, D. R., & Hong, J. W. (2009). The role of hubs in the adoption process. Journal of Marketing, 73(2), 1–13.
Article
Google Scholar
Granovetter, M. S. (1973). The strength of weak ties. American Journal of Sociology, 78(6), 1360–1380.
Article
Google Scholar
Greenberg, P. (2009). CRM at the speed of light: Social CRM strategies, tools, and techniques for engaging consumers. New York: McGraw-Hill Osborne Media.
Google Scholar
Griffith, G. (2016). Get to know customers better by monitoring social media sentiment. Available at https://www.raconteur.net/business-innovation/get-to-know-customers-better-by-monitoring-social-media-sentiment.
Griffiths, M., & Mclean, R. (2015). Unleashing corporate communications via social media: A UK study of brand management and conversations with customers. Journal of Customer Behavior, 14(2), 147–162.
Article
Google Scholar
Grönroos, C. (1991). The marketing strategy continuum: Towards a marketing concept for the 1990s. Management Decision, 29(1), 72–76.
Article
Google Scholar
Grönroos, C. (1994). From marketing mix to relationship marketing. Management Decision, 32(2), 4–20.
Article
Google Scholar
Guesalaga, R. (2016). The use of social media in sales: Individual and organizational antecedents, and the role of customer engagement in social media. Industrial Marketing Management, 54, 71–79.
Article
Google Scholar
Gummesson, E., & Mele, C. (2010). Marketing as value co-creation through network interaction and resource integration. Journal of Business Market Management, 4(4), 181–198.
Article
Google Scholar
Hamilton, M., Kaltcheva, V. D., & Rohm, A. J. (2016). Social media and value creation: The role of interaction satisfaction and interaction immersion. Journal of Interactive Marketing, 36, 121–133.
Article
Google Scholar
Harmeling, C. M., Moffett, J. W., Arnold, M. J., & Carlson, B. D. (2017). Toward a theory of customer engagement marketing. Journal of the Academy of Marketing Science, 45(3), 312–335.
Article
Google Scholar
Hennig-Thurau, T., Hofacker, C. F., & Bloching, B. (2013). Marketing the pinball way: Understanding how social media change the generation of value for consumers and companies. Journal of Interactive Marketing, 27(4), 237–241.
Article
Google Scholar
Hinz, O., Skiera, B., Barrot, C., & Becker, J. U. (2011). Seeding strategies for viral marketing: An empirical comparison. Journal of Marketing, 75(6), 55–71.
Article
Google Scholar
Hoffman, D. L., & Thomas, P. N. (1996). Marketing in hypermedia computer-mediated environments: Conceptual foundations. Journal of Marketing, 60(3), 50–69.
Article
Google Scholar
Hollebeek, L. D., Srivastava, R. K., & Chen, T. (2019). S-D logic-informed customer engagement: Integrative framework, revised fundamental propositions, and application to CRM. Journal of the Academy of Marketing Science, 47, 161–185.
Article
Google Scholar
Holliman, G., & Rowley, J. (2014). Business to business digital content marketing: Marketers’ perceptions of best practice. Journal of Research in Interactive Marketing, 8(4), 269–293.
Article
Google Scholar
Homburg, C., Ehm, L., & Artz, M. (2015). Measuring and managing consumer sentiment in an online community environment. Journal of Marketing Research, 52(5), 629–641.
Article
Google Scholar
Hunt, S. D., & Morgan, R. M. (1995). The comparative advantage theory of competition. Journal of Marketing, 59(2), 1–15.
Article
Google Scholar
Hunt, S. D., Arnett, D. B., & Madhavaram, S. (2006). The explanatory foundations of relationship marketing theory. Journal of Business & Industrial Marketing, 21(2), 72–87.
Article
Google Scholar
Jaakkola, E., & Alexander, M. (2014). The role of customer engagement behavior in value co-creation: A service system perspective. Journal of Service Research, 17(3), 247–261.
Article
Google Scholar
Järvinen, J., & Taiminen, H. (2016). Harnessing marketing automation for B2B content marketing. Industrial Marketing Management, 54, 164–175.
Article
Google Scholar
Jayson, R., Block, M. P., & Chen, Y. (2018). How synergy effects of paid and digital owned media influence brand sales considerations for marketers when balancing media spend. Journal of Advertising Research, 58(1), 77–89.
Article
Google Scholar
Johnston, W. J., Khalil, S., Le, A. N. H., & Cheng, J. M. S. (2018). Behavioral implications of international social media advertising: An investigation of intervening and contingency factors. Journal of International Marketing, 26(2), 43–61.
Article
Google Scholar
Joshi, A. W. (2009). Continuous supplier performance improvement: Effects of collaborative communication and control. Journal of Marketing, 73(1), 133–150.
Article
Google Scholar
Kaplan, A. M., & Haenlein, M. (2010). Users of the world, unite! The challenges and opportunities of social media. Business Horizons, 53(1), 59–68.
Article
Google Scholar
Katona, Z., Zubcsek, P. P., & Sarvary, M. (2011). Network effects and personal influences: The diffusion of an online social network. Journal of Marketing Research, 48(3), 425–443.
Article
Google Scholar
Katz, E., Gurevitch, M., & Haas, H. (1973). On the use of mass media for important things. American Sociological Review, 38, 164–181.
Article
Google Scholar
Kim, S. J., Wang, R. J. H., Maslowska, E., & Malthouse, E. C. (2016). “Understanding a fury in your words”: The effects of posting and viewing electronic negative word-of-mouth on purchase behaviors. Computers in Human Behavior, 54, 511–521.
Article
Google Scholar
Kolsarici, C., & Vakratsas, D. (2018). Synergistic, antagonistic, and asymmetric media interactions. Journal of Advertising, 47(3), 282–300.
Article
Google Scholar
Kumar, V., & Pansari, A. (2016). Competitive advantage through engagement. Journal of Marketing Research, 53(4), 497–514.
Article
Google Scholar
Kumar, V., Aksoy, L., Donkers, B., Venkatesan, R., Wiesel, T., & Tillmans, S. (2010). Undervalued or overvalued customers: Capturing total customer engagement value. Journal of Service Research, 13(3), 297–310.
Article
Google Scholar
Kumar, V., Bhaskaran, V., Mirchandani, R., & Shah, M. (2013). Creating a measurable social media marketing strategy: Increasing the value and ROI of intangibles and tangibles for hokey pokey. Marketing Science, 32(2), 194–212.
Article
Google Scholar
Kumar, A., Bezawada, R., Rishika, R., Janakiraman, R., & Kannan, P. K. (2016). From social to sale: The effects of firm-generated content in social media on customer behavior. Journal of Marketing, 80(1), 7–25.
Article
Google Scholar
Kumar, V., Choi, J. W. B., & Greene, M. (2017). Synergistic effects of social media and traditional marketing on brand sales: Capturing the time-varying effects. Journal of the Academy of Marketing Science, 45(2), 268–288.
Article
Google Scholar
Kumar, V., Rajan, B., Gupta, S., & Dalla Pozza, I. (2019). Customer engagement in service. Journal of the Academy of Marketing Science, 47(1), 138–160.
Article
Google Scholar
Lamberton, C., & Stephen, A. T. (2016). A thematic exploration of digital, social media, and mobile marketing: Research evolution from 2000 to 2015 and an agenda for future inquiry. Journal of Marketing, 80(6), 146–172.
Article
Google Scholar
Libai, B., Bolton, R., Bugel, M. S., de Ruyter, K., Gotz, O., Risselada, H., & Stephen, A. T. (2010). Customer-to-customer interactions: Broadening the scope of word of mouth research. Journal of Service Research, 13(3), 267–282.
Article
Google Scholar
Libai, B., Muller, E., & Peres, R. (2013). Decomposing the value of word-of-mouth seeding programs: Acceleration versus expansion. Journal of Marketing Research, 50(2), 161–176.
Article
Google Scholar
Malthouse, E. C., Haenlein, M., Skiera, B., Wege, E., & Zhang, M. (2013). Managing customer relationships in the social media era: Introducing the social CRM house. Journal of Interactive Marketing, 27(4), 270–280.
Article
Google Scholar
Marshall, G. W., Moncrief, W. C., Rudd, J. M., & Lee, N. (2012). Revolution in sales : The impact of social media and related technology on the selling environment. Journal of Personal Selling & Sales Management, 32(3), 349–363.
Article
Google Scholar
Maslowska, E., Malthouse, E. C., & Collinger, T. (2016). The customer engagement ecosystem. Journal of Marketing Management, 32(5–6), 469–501.
Article
Google Scholar
Micu, A., Micu, A. E., Geru, M., & Lixandroiu, R. C. (2017). Analyzing user sentiment in social media: Implications for online marketing strategy. Psychology & Marketing, 34(12), 1094–1100.
Article
Google Scholar
Moe, W. W., & Schweidel, D. A. (2017). Opportunities for innovation in social media analytics. Journal of Product Innovation Management, 34(5), 697–702.
Article
Google Scholar
Moorman, C., & Day, G. S. (2016). Organizing for marketing excellence. Journal of Marketing, 80(6), 6–35.
Article
Google Scholar
Morgan, R. M., & Hunt, S. (1999). Relationship-based competitive advantage: The role of relationship marketing in marketing strategy. Journal of Business Research, 46(3), 281–290.
Article
Google Scholar
Muller, E., & Peres, R. (2019). The effect of social networks structure on innovation performance: A review and directions for research. International Journal of Research in Marketing, 36(1), 3–19.
Article
Google Scholar
Muntinga, D. G., Moorman, M., & Smit, E. G. (2011). Introducing COBRAs: Exploring motivations for brand-related social media use. International Journal of Advertising, 30(1), 13–46.
Article
Google Scholar
Nair, H. S., Manchanda, P., & Bhatia, T. (2010). Asymmetric social interactions in physician prescription behavior: The role of opinion leaders. Journal of Marketing Research, 47(5), 883–895.
Article
Google Scholar
Naylor, R. W., Lamberton, C. P., & West, P. M. (2012). Beyond the “like” button: The impact of mere virtual presence on brand evaluations and purchase intentions in social media settings. Journal of Marketing, 76(6), 105–120.
Article
Google Scholar
Pansari, A., & Kumar, V. (2017). Customer engagement: The construct, antecedents, and consequences. Journal of the Academy of Marketing Science, 45(3), 294–311.
Article
Google Scholar
Peters, K., Chen, Y., Kaplan, A. M., Ognibeni, B., & Pauwels, K. (2013). Social media metrics - a framework and guidelines for managing social media. Journal of Interactive Marketing, 27(4), 281–298.
Article
Google Scholar
Pfeffer, J., & Salancik, G. (1978). The external control of organizations: A resource dependence perspective. New York: Harper & Row.
Google Scholar
Pulizzi, J., & Barrett, N. (2009). Get content, get customers: Turn prospects into buyers with content marketing. New York, NY: McGraw-Hill.
Google Scholar
Quinton, S., & Wilson, D. (2016). Tensions and ties in social media networks: Towards a model of understanding business relationship development and business performance enhancement through the use of LinkedIn. Industrial Marketing Management, 54, 15–24.
Article
Google Scholar
Rapp, A., Beitelspacher, L. S., Grewal, D., & Hughes, D. E. (2013). Understanding social media effects across seller, retailer, and consumer interactions. Journal of the Academy of Marketing Science, 41(5), 547–566.
Article
Google Scholar
Ravi, K. (2018). Six ways Nike built a strong brand on social media. Available at https://blog.unmetric.com/nike-social-media.
Robert, Y. (2018). How Asos is making E-commerce all-inclusive. Available at https://www.forbes.com/sites/yolarobert1/2018/10/23/now-trending-how-asos-is-making-e-commerce-all-inclusive/#37e9d67b297d.
Rodriguez, M., Peterson, R. M., & Krishnan, V. (2012). Social media’s influence on business-to-business sales performance. Journal of Personal Selling & Sales Management, 32, 365–378.
Article
Google Scholar
Rohm, A., Kaltcheva, V. D., & Milne, G. R. (2013). A mixed-method approach to examining brand-consumer interactions driven by social media. Journal of Research in Interactive Marketing, 7(4), 295–311.
Article
Google Scholar
Rydén, P., Ringberg, T., & Wilke, R. (2015). How managers’ shared mental models of business-customer interactions create different sensemaking of social media. Journal of Interactive Marketing, 31, 1–16.
Article
Google Scholar
Saldanha, F. P., Cohendet, P., & Pozzebon, M. (2014). Challenging the stage-gate model in crowdsourcing: The case of fiat Mio in Brazil. Technology Innovation Management Review, 4(9), 28–35.
Article
Google Scholar
Salo, J. (2017). Social media research in the industrial marketing field: Review of literature and future research directions. Industrial Marketing Management, 66, 115–129.
Article
Google Scholar
Schultz, D. E., & Peltier, J. (2013). Social media’s slippery slope: Challenges, opportunities and future research directions. Journal of Research in Interactive Marketing, 7(2), 86–99.
Article
Google Scholar
Schweidel, D. A., & Moe, W. W. (2014). Listening in on social media: A joint model of sentiment and venue format choice. Journal of Marketing Research, 51(4), 387–402.
Article
Google Scholar
Sheng, J. (2019). Being active in online communications: Firm responsiveness and customer engagement behavior. Journal of Interactive Marketing, 46, 40–51.
Article
Google Scholar
Singaraju, S. P., Nguyen, Q. A., Niininen, O., & Sullivan-Mort, G. (2016). Social media and value co-creation in multi-stakeholder systems: A resource integration approach. Industrial Marketing Management, 54, 44–55.
Article
Google Scholar
Stampler, L. (2013). How Dove’s “Real Beauty Sketches” became the most viral video ad of all time. Available at https://www.businessinsider.com/how-doves-real-beauty-sketches-became-the-most-viral-ad-video-of-all-time-2013-5?r=US&IR=T.
Stephen, A. T., & Galak, J. (2012). The effects of traditional and social earned media on sales: A study of a microlending marketplace. Journal of Marketing Research, 49(5), 624–639.
Article
Google Scholar
Stewart, D. W., & Pavlou, P. A. (2002). From consumer response to active consumer: Measuring the effectiveness of interactive media. Journal of the Academy of Marketing Science, 30(4), 376–396.
Article
Google Scholar
Swani, K., Milne, G. R., Brown, B. P., Assaf, A. G., & Donthu, N. (2017). What messages to post? Evaluating the popularity of social media communications in business versus consumer markets. Industrial Marketing Management, 62, 77–87.
Article
Google Scholar
Tafesse, W., & Wien, A. (2018). Implementing social media marketing strategically: An empirical assessment. Journal of Marketing Management, 34(9–10), 732–749.
Article
Google Scholar
Teece, D., & Pisano, G. (1994). The dynamic capabilities of firms: An introduction. Industrial and Corporate Change, 3(3), 537–556.
Article
Google Scholar
Timoshenko, A., & Hauser, J. R. (2019). Identifying customer needs from user-generated content. Marketing Science, 38(1), 1–20.
Article
Google Scholar
Trainor, K. J., Andzulis, J., Rapp, A., & Agnihotri, R. (2014). Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM. Journal of Business Research, 67(6), 1201–1208.
Article
Google Scholar
Van Noort, G., & Willemsen, L. M. (2012). Online damage control: The effects of proactive versus reactive webcare interventions in consumer-generated and brand-generated platforms. Journal of Interactive Marketing, 26(3), 131–140.
Article
Google Scholar
Varadarajan, R. (2010). Strategic marketing and marketing strategy: Domain, definition, fundamental issues and foundational premises. Journal of the Academy of Marketing Science, 38(2), 119–140.
Article
Google Scholar
Vargo, S., & Lusch, R. (2004). Evolving to a new dominant logic for marketing. Journal of Marketing, 68(1), 1–17.
Article
Google Scholar
Venkatesan, R. (2017). Executing on a customer engagement strategy. Journal of the Academy of Marketing Science, 45(3), 289–293.
Article
Google Scholar
Verlegh, P. W. J., Ryu, G., Tuk, M. A., & Feick, L. (2013). Receiver responses to rewarded referrals: The motive inferences framework. Journal of the Academy of Marketing Science, 41(6), 669–682.
Article
Google Scholar
Vivek, S. D., Beatty, S. E., & Morgan, R. M. (2012). Customer engagement: Exploring customer relationships beyond purchase. Journal of Marketing Theory and Practice, 20(2), 127–145.
Article
Google Scholar
Waldo, L. (2014). Hertz hands the social media keys over from marketing, to customer care. Available at http://futurecare.today/news/hertz-hands-the-social-media-keys-over-from-marketing-to-customer-care/#sthash.0t3MYPZq.M2vFKOV9.dpbs.
Wang, X. F. (2017). Case study: Increasing customers’ loyalty with social CRM. Available at https://go.forrester.com/blogs/17-01-23-case_study_increasing_customers_loyalty_with_social_crm/.
Webster, F. E. (1992). The changing role of marketing in the corporation. Journal of Marketing, 56(4), 1–17.
Article
Google Scholar
Yadav, M. S., de Valck, K., Hennig-Thurau, T., Hoffman, D. L., & Spann, M. (2013). Social commerce: A contingency framework for assessing marketing potential. Journal of Interactive Marketing, 27(4), 311–323.
Article
Google Scholar
Zhang, J., & Mao, E. (2016). From online motivations to ad clicks and to behavioral intentions: An empirical study of consumer response to social media advertising. Psychology and Marketing, 33(3), 155–164.
Article
Google Scholar
Zhang, Y., Moe, W. W., & Schweidel, D. A. (2017). Modeling the role of message content and influencers in social media rebroadcasting. International Journal of Research in Marketing, 34(1), 100–119.
Article
Google Scholar