Impact of Social CRM Technology Use on Performance - An Organizational Perspective

Torben Küpper


This thesis in a nutshell: This research conceptualizes constructs of Social CRM Technology Use and develops Social CRM Performance constructs in order to test their interactive impact empirically.


  1. Alvarez, G., 2013. Hype Cycle for E-Commerce , 2013, Gartner, Inc.
  2. Askool, S. & Nakata, K., 2011. A conceptual model for acceptance of social CRM systems based on a scoping study. Ai & Society, 26(3), pp.205-220.
  3. Bernet PR, 2013. Social Media wird Alltag: Integration nimmt zu. Bernet ZHAW Studie Social Media Schweiz 2013, pp.1-26.
  4. Vom Brocke, J. et al., 2009. Reconstructing the Giant: On the Importance of Rigour in Documenting the Literature Search Process. In 17th European Conference on Information Systems. pp. 3226-3238.
  5. Chen, J. et al., 2009. Measuring CRM effectiveness: Construct development, validation and application of a process-oriented model. Total Quality Management, 20(3), pp.283-299.
  6. Faase, R., Helms, R. & Spruit, M., 2011. Web 2.0 in the CRM domain: defining social CRM. International Journal of Electronic Customer Relationship Management, 5(1), pp.1-22.
  7. Greenberg, P., 2010. The impact of CRM 2.0 on customer insight. Journal of Business & Industrial Marketing, 25(6), pp.410-419.
  8. Hair, J.F. et al., 2013. A Primer on Partial Least Squares Strucutral Equation Modeling PLS-SEM, Thousand Oaks: SAGE Publications, Inc.
  9. Kim, H.-S. & Kim, Y.-G., 2009. A CRM performance measurement framework: Its development process and application. Industrial Marketing Management, 38(4), pp.477-489.
  10. Lehmkuhl, T. & Jung, R., 2013. Towards Social CRM - Scoping the concept and guiding research. In BLED 2013 Proceedings. pp. 190-205.
  11. Moore, G.C. & Benbasat, I., 1991. Development of an Instrument to Measure the Perceptions of Adopting an Information Technology Innovation. Information Systems Research, 2(3), pp.192-222.
  12. Paré, G., 2004. Investigating Information Systems with Positivist Case Study Research. Communications of the Association for Information Systems, 13(1), pp.233-264. Available at: vol13/iss1/18.
  13. Perreault, W. D. & Leigh, L. E., 1989. Reliability of nominal data based on qualitative judgments. Journal of Marketing Research, 26(2), pp.135-148.
  14. Raubenbush, S.W. & Bryk, A.S., 2002. Hierarchical Linear Models: Applications and Data Analysis Methods Second., Newbury Park: CA: Sage.
  15. Reinartz, W., Krafft, M. & Hoyer, W.D., 2004. The Customer Relationship Management Process: Its Measurement and Impact on Performance. Journal of Marketing Research, 41(8), pp.293-305.
  16. Sarner, A. et al., 2011. Predicts 2012: Social CRM Remains an Immature Area. Gartner Research Inc., (November 2011), pp.1-7.
  17. Sarner, A. & Sussin, J., 2012. Predicts 2013: Social CRM, Gartner Research.
  18. Sedera, D., Wang, W. & Tan, F., 2009. Towards a CRM and SCM Benefits Measurement Model. In PACIS 2009 Proceedings. pp. 1-12.
  19. Trainor, K.J., 2012. Relating Social Media Technologies to Performance: A Capabilities-Based Perspective. Journal of Personal Selling and Sales Management, 32(3), pp.317-331.
  20. Walther, S. et al., 2013. Evaluating Operational Cloud Enterprise Systems Success: An Organizational Perspective. In 21st European Conference on Information Systems (ECIS). pp. 1-12.
  21. Wang, W., Sedera, D. & Tan, F., 2009. Measuring CRM and SCM Benefits: A Preliminary Measurement Model. In PACIS 2009 Proceedings. pp. 1-12.
  22. Woodcock, N. et al., 2011. The evolving data architecture of social customer relationship management. Journal of Direct, Data and Digital Marketing Practice, 12(3), pp.249-266.
  23. Yin, R. K., 2009. Case Study Research. Design and Methods 5th ed., Thousands Oaks: Sage Publications.
  24. Zablah, A. R. et al., 2012. Performance Implications of CRM Technology Use?: A Multilevel Field Study of Business Customers and Their Providers in the Telecommunications Industry. Information Systems Research, 23(2), pp.418-435.

Paper Citation

in Harvard Style

Küpper T. (2014). Impact of Social CRM Technology Use on Performance - An Organizational Perspective . In Doctoral Consortium - DCEIS, (ICEIS 2014) ISBN Not Available, pages 3-8

in Bibtex Style

author={Torben Küpper},
title={Impact of Social CRM Technology Use on Performance - An Organizational Perspective},
booktitle={Doctoral Consortium - DCEIS, (ICEIS 2014)},
isbn={Not Available},

in EndNote Style

JO - Doctoral Consortium - DCEIS, (ICEIS 2014)
TI - Impact of Social CRM Technology Use on Performance - An Organizational Perspective
SN - Not Available
AU - Küpper T.
PY - 2014
SP - 3
EP - 8
DO -