Descriptive Statistics, Loadings and Reliability Coefficients (Cronbach Alpha and Composite Reliability) of the Scale

not working together in the same department

12

The company encourages proactive knowledge sharing between specialized teams and departments.

13

Compared to competitors, the employee turnover rate at the company is very low.

14

Compared to competitors, the quality of the company's staff is very high.

15

Businesses use information from social networks to conduct market research.

16

Businesses use information from social media to monitor and identify changes in customer tastes.

17

Businesses use information from social media to monitor and identify changes in the industry and competitor business environment.

18

Businesses regularly hold cross-departmental meetings to discuss market trend findings and customer discoveries from social media.

19

Marketing and sales departments regularly discuss changes in customer tastes discovered from social media with other departments.

other board

20

Information and data from relevant social networks are collected and communicated to all relevant employees at different management levels.

21

When a department detects unusual changes and activities

of the market and competitors from social networks, they immediately inform other departments.

22

Businesses use social media to respond to price changes by competitors.

23

Businesses pay close attention to customer feedback and changing tastes on social networks regarding product and service needs.

24

If a competitor launches a massive marketing program targeting a business's current customers, social media will be used immediately to respond and take countermeasures.

pay.

25

Social media activities of all departments

are closely connected.

26

Businesses use social media to monitor and screen customer feedback and complaints about products and services.

27

When customers request a change in products and services, businesses will interact with customers through social media channels.

28

Does the business include customer metrics in the PMS system?

29

The business has a clear causal map to track the value creation process of S-CRM activities.

30

Does the company apply the principle of triangulation in developing measurement indicators?

31

Businesses focus on measuring antecedent factors (e.g. employee satisfaction, supplier diversity, etc.) rather than just measuring end results.

32

Businesses quantify cognitive metrics such as customer satisfaction and value creation.

33

Compared to competitors, the value the business creates for customers is significantly higher.

34

Businesses always keep up with and provide products/services according to customer needs.

35

Compared to competitors, the rate of customers returning to use the company's products/services is high.

36

Compared to competitors, the company's level of business goal achievement is high.

37

Compared with competitors, the company's market share is high.

38

Compared with competitors, the company's revenue growth rate is high.

39

Compared with competitors, the company's profit margin is high.

Does your business use any of the following social media technologies? Mark “X” your choices.

Social network support sharing

Image sharing and storage (e.g. Flickr, Twitpic)

Share, store and stream videos (e.g. Twitvid, UStream, YouTube)

Share and store documents (eg Slide share)

Social networks support interaction/communication

Blogging (e.g. Blogger, Wordpress)

Online messaging (eg: Viber, Zalo, Messenger, Whatsapp)

Micro blogging (e.g. Twitter, Tumblr)

Social network support connection

Social Networking (eg Facebook, Linkined, MySpace, Ning)

Social media analytics tools (e.g. Omniture, sproutsocial, SAS, IBM Analytics)

Social networks help create online communities

Administered community sites (e.g. IdeaForce, Igloo, Jive)

Unmoderated community sites (e.g. Ning, Jive, LeverageSoftware)

Scale

Medium

Standard deviation

Loading

Strategic S-CRM Organization (ST_CRM) (Crobach alpha = 0.969, CR = 0.974)

ST_CRM1

Businesses consider retaining existing customers a top priority.

4,351

1,522

0.928

ST_CRM2

Businesses encourage and support employees to focus on tasks related to building customer relationships.

4.45

1,517

0.937

ST_CRM3

Businesses view customer relationships as valuable assets.

4.45

1,592

0.916

ST_CRM4

Businesses reward employees based on criteria related to customer satisfaction with products/services.

4.414

1,574

0.917

ST_CRM5

Businesses evaluate customer service employees based on the quality of their relationships with customers.

4,477

1,621

0.933

ST_CRM6

Businesses proactively organize training programs to improve the quality of interaction between employees and customers.

row.

4,351

1,563

0.945

Observation variable

Scale

Medium

Standard deviation

Loading

Knowledge Management (KM) (Crobach alpha = 0.972, CR = 0.976)

KM1

Businesses encourage employees to document their experiences and expertise in writing or video.

4,342

1,312

0.929

KM2

Employees' knowledge and lessons learned are regularly and systematically recorded so that other employees can easily search and access them.

4.117

1,406

0.921

KM3

Enterprises have separate systems and human resources for synthesizing information and knowledge from many sources.

4,234

1,322

0.916

The company has an internal information system and regularly organizes meetings to share knowledge and information among employees.

pill

4,252

1,318

0.899

KM5

Employees regularly share information with each other even if they don't work in the same department.

4.27

1,266

0.893

KM6

The company encourages proactive knowledge sharing between specialized teams and departments.

4,243

1,296

0.926

KM7

Compared to competitors, the employee turnover rate at the company is very low.

4,306

1,279

0.923

KM8

Compared to competitors, the quality of the company's staff is very high.

4.27

1,294

0.916

Extracting information from social networks (INFO.GEN) (Crobach alpha = 0.916, CR = 0.947)

INFO.GEN1

Businesses use information from social networks to conduct market research.

3,919

1,116

0.917

INFO.GEN 2

Businesses use information from social media to track and identify changes

in customer taste.

3,847

1,217

0.928

INFO.GEN 3

Businesses use information from social media to monitor and identify changes in the industry and competitor business environment.

3,883

1,199

0.931

Sharing and using information from social networks (INFO.DISS) (Crobach alpha = 0.950, CR = 0.964)

INFO.DISS1

The company regularly holds inter-departmental meetings to discuss market trend findings and

Customers discover from social networks.

4.604

1,268

0.93

INFO.DISS2

Marketing and sales departments regularly discuss changes in customer tastes discovered from social media.

with other departments.

4,658

1,305

0.927

INFO.DISS3

Information and data from social networks

4,667

1,262

0.931

Information is collected and communicated to all relevant staff at all management levels.

different.

INFO.DISS4

When a department detects unusual changes and activities of the market and competitors from social networks, they immediately inform other departments.

4,649

1,299

0.94

Social Media Responses and Activity (INFO.REPS) (Crobach alpha = 0.965, CR = 0.972)

INFO.REPS1

Businesses use social media to respond to price changes by competitors.

4.27

1,287

0.927

INFO.REPS2

Businesses pay close attention to customer feedback and changing tastes on social networks regarding product and service needs.

4,207

1,274

0.922

INFO.REPS3

If a competitor launches a massive marketing program targeting a business's current customers, social media will be used immediately.

to respond and take countermeasures.

4.27

1,355

0.928

INFO.REPS4

Social media related activities

All departments are closely connected with each other.

4,288

1,283

0.928

INFO.REPS5

Businesses use social media to monitor and screen feedback and complaints

of customers about products and services.

4,288

1,325

0.912

INFO.REPS6

When customers request a change in products and services, businesses will interact with customers through social media channels.

4.27

1,407

0.925

S-CRM system (PMS) effectiveness measurement system (Crobach alpha = 0.907, CR = 0.915)

PMS1

Does the business include customer metrics in the PMS system?

4,300

0.800

0.874

PMS 2

The business has a human relations map.

clear results to track the value creation of S-CRM activities.

4,350

0.830

0.910

Does the company apply the principle of triangulation in developing measurement indicators?

4,220

0.930

0.860

PMS 4

Businesses focus on measuring antecedent factors (e.g. employee satisfaction, supplier diversity, etc.) rather than just measuring end results.

4,220

0.940

0.916

PMS5

Businesses quantify cognitive metrics such as customer satisfaction and value creation.

4,130

0.950

0.904

Customer Value (CV) (Crobach alpha = 0.950, CR = 0.968)

CV1

Compared to competitors, the value the business creates for customers is significantly higher.

4,279

1,465

0.945

CV2

Businesses always keep up with and provide products/services according to customer needs.

4,252

1,485

0.955

CV3

Compared to competitors, the level of customer return to use the product is

The company's products/services are at a high level.

4,198

1,488

0.961

Corporate Performance (FP) (Crobach alpha = 0.965, CR = 0.975)

FP1

Compared to competitors, the company's level of business goal achievement is high.

4,063

1,683

0.965

FP2

Compared with competitors, the company's market share is high.

3,991

1,706

0.955

FP3

Compared with competitors, the company's revenue growth rate is high.

4,045

1,652

0.941

FP4

Compared with competitors, the company's profit margin is high.

4.018

1,605

0.945

CV

FP

INFO.DISS

INFO.GEN

INFO.RESP

KM

PMS

ST_CRM

ST_CRM1

0.824

0.775

0.864

0.738

0.806

0.813

0.492

0.928

ST_CRM 2

0.818

0.756

0.858

0.768

0.79

0.78

0.498

0.937

ST_CRM 3

0.834

0.827

0.859

0.788

0.792

0.808

0.496

0.916

ST_CRM 4

0.838

0.779

0.86

0.751

0.803

0.799

0.499

0.917

ST_CRM 5

0.806

0.761

0.889

0.796

0.791

0.795

0.476

0.933

ST_CRM 6

0.838

0.809

0.883

0.789

0.806

0.838

0.452

0.945

CV1

0.945

0.849

0.779

0.735

0.8

0.813

0.326

0.846

CV2

0.955

0.832

0.792

0.77

0.826

0.818

0.35

0.85

CV3

0.961

0.844

0.775

0.754

0.816

0.815

0.34

0.846

FP1

0.833

0.964

0.748

0.685

0.8

0.82

0.317

0.797

FP2

0.87

0.955

0.783

0.693

0.804

0.855

0.314

0.81

FP3

0.81

0.941

0.738

0.632

0.794

0.821

0.356

0.776

FP4

0.846

0.945

0.787

0.704

0.819

0.821

0.345

0.828

INFO.DISS.1

0.784

0.755

0.93

0.735

0.793

0.86

0.496

0.892

INFO.DISS.2

0.78

0.754

0.927

0.745

0.807

0.833

0.501

0.867

INFO.DISS.3

0.719

0.741

0.931

0.761

0.798

0.816

0.499

0.855

INFO.DISS.4

0.774

0.744

0.94

0.773

0.801

0.833

0.529

0.87

INFO.GEN.1

0.717

0.618

0.748

0.917

0.649

0.704

0.491

0.765

INFO.GEN.2

0.757

0.674

0.73

0.928

0.68

0.739

0.531

0.767

INFO.GEN.3

0.718

0.687

0.767

0.931

0.657

0.746

0.542

0.772

INFO.RESP.1

0.79

0.799

0.802

0.669

0.927

0.77

0.335

0.803

INFO.RESP.2

0.777

0.754

0.767

0.647

0.922

0.752

0.376

0.777

INFO.RESP.3

0.781

0.786

0.775

0.673

0.928

0.748

0.327

0.783

INFO.RESP.4

0.786

0.788

0.799

0.661

0.928

0.75

0.272

0.797

INFO.RESP.5

0.81

0.781

0.81

0.664

0.912

0.781

0.367

0.802

INFO.RESP.6

0.789

0.777

0.801

0.651

0.925

0.766

0.322

0.794

KM1

0.808

0.798

0.832

0.753

0.75

0.929

0.446

0.808

KM2

0.802

0.814

0.827

0.674

0.786

0.921

0.395

0.787

KM3

0.79

0.812

0.83

0.723

0.765

0.916

0.418

0.796

KM4

0.797

0.778

0.826

0.739

0.769

0.899

0.498

0.799

KM5

0.753

0.778

0.812

0.683

0.746

0.893

0.364

0.798

KM6

0.779

0.829

0.819

0.778

0.746

0.926

0.438

0.788

KM7

0.781

0.799

0.827

0.735

0.736

0.923

0.503

0.814

KM8

0.75

0.775

0.795

0.691

0.738

0.916

0.437

0.756

PMS1

0.337

0.296

0.457

0.487

0.276

0.423

0.873

0.46

PMS2

0.351

0.314

0.511

0.486

0.307

0.443

0.909

0.515

PMS3

0.304

0.295

0.491

0.543

0.336

0.423

0.858

0.454

PMS4

0.266

0.284

0.453

0.474

0.315

0.395

0.916

0.418

PMS5

0.324

0.362

0.507

0.522

0.367

0.444

0.907

0.478