Extending Customer Relationship Management into a Social Context

Sarah Diffley, Patrick McCole

Research output: Contribution to journalArticlepeer-review

20 Citations (Scopus)
1458 Downloads (Pure)


Informed by the resource-based view, this study draws on customer relationship management (CRM) and value co-creation literature to develop a framework examining the impact of social networking sites on processes to manage customer relationships. Facilitating the depth and networked interactions necessary to truly engage customers, social networking sites act as a means of enhancing customer relationships through the co-creation of value, moving CRM into a social context. Tested and validated on a data set of hotels, the main contribution of the study to service research lies in the extension of CRM processes, termed relational information processes, to include value co-creation processes due to the social capabilities afforded by social networking sites. Information technology competency and social media orientation act as critical antecedents to these processes, which have a positive impact on both financial and non-financial aspects of firm performance. The theoretical and managerial implications of these findings are discussed accordingly.
Original languageEnglish
Pages (from-to)591-610
Number of pages20
JournalService Industries Journal
Issue number11-12
Early online date07 Jul 2015
Publication statusPublished - 10 Sep 2015


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