Hệ thống quản lý quan hệ khách hàng tích hợp mạng xã hội và kết quả kinh doanh của các doanh nghiệp nhỏ và vừa trong ngành du lịch Việt Nam - 22


47. Deshpandé, R., và Farley, J. U. (2004). Organizational culture, market orientation, innovativeness, and firm performance: An international research odyssey. International Journal of Research in Marketing, 21(1), 3–22. https://doi.org/10.1016/j.ijresmar.2003.04.002

48. Dickson, P. R. (1992). Toward a General Theory of Competitive Rationality. Journal of Marketing, 56(1), 69–83. https://doi.org/10.1177/002224299205600107

49. Doole, I., Grimes, T., và Demack, S. (2006). An exploration of the management practices and processes most closely associated with high levels of export capability in SMEs. Marketing Intelligence and Planning, 24(6), 632–647. https://doi.org/10.1108/02634500610701690

50. Duhan, P., & Singh, A. (2014). Enterprise 2.0: A boon or bane for entrepreneurial and innovative expenditures? Journal of Innovation and Entrepreneurship, 3(1), 1–19.

51. Dutot, V., & Bergeron, F. (2016). From strategic orientation to social media orientation: Improving SMEs’ performance on social media. Journal of Small Business and Enterprise Development, 23(4), 1165–1190.

52. Elmuti, D., Jia, H., và Gray, D. (2009). Customer relationship management strategic application and organizational effectiveness: An empirical investigation. Journal of Strategic Marketing, 17(1), 75–96. https://doi.org/10.1080/09652540802619301

53. Ernst, H., Hoyer, W. D., và Krafft, M. (2011). Customer relationship management and company performance—the mediating role of new product performance. Article in Journal of the Academy of Marketing Science, 39(2), 290–306. https://doi.org/10.1007/s11747-010-0194-5

54. 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), 1-22.

55. Fahy, J. (2002). A resource-based analysis of sustainable competitive advantage in a global environment. International Business Review, 11(1), 57– 77.

Có thể bạn quan tâm!

Xem toàn bộ 216 trang tài liệu này.


56. Feinberg, R., và Kadam, R. (2002). e-CRM Web service attributes as determinants of customer satisfaction with retail Web sites. International Journal of Service Industry Management, 13(5), 432–451. https://doi.org/10.1108/09564230210447922

Hệ thống quản lý quan hệ khách hàng tích hợp mạng xã hội và kết quả kinh doanh của các doanh nghiệp nhỏ và vừa trong ngành du lịch Việt Nam - 22

57. Finnegan, D. J., và Currie, W. L. (2010). A multi-layered approach to CRM implementation: An integration perspective. European Management Journal, 28(2), 153–167. https://doi.org/10.1016/j.emj.2009.04.010

58. Fornell, C., và Larcker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39–50. https://doi.org/10.1177/002224378101800104

59. Foss, B., Stone, M., và Ekinci, Y. (2008). What makes for CRM system success — Or failure? Journal of Database Marketing và Customer Strategy Management, 15(2), 68–78. https://doi.org/10.1057/dbm.2008.5

60. Fraccastoro, S., & Gabrielsson, M. (2018). Effects of social media usage on the speed of international growth of an international new venture. In Proceedings of the 51st Hawaii International Conference on System Sciences. Hawaii International Conference on System Sciences (pp. 4309–4316).

61. Fraj, E., Matute, J. and Melero, I. (2015), “Environmental strategies and organizational competitiveness in the hotel industry: the role of learning and innovation as determinants of environmental success”, Tourism Management, Vol. 46, pp. 30-42.

62. Garrido-moreno, A., García-morales, V. J., Lockett, N., và King, S. (2018). International Journal of Hospitality Management The missing link : Creating value with Social Media use in hotels. International Journal of Hospitality Management, 75(September 2016), 94–104. https://doi.org/10.1016/j.ijhm.2018.03.008

63. Garrido-Moreno, A., và Padilla-Meléndez, A. (2011). Analyzing the impact of knowledge management on CRM success: The mediating effects of organizational factors. International Journal of Information Management, 31(5), 437–444. https://doi.org/10.1016/j.ijinfomgt.2011.01.002


64. Greenberg, P. (2010). The impact of CRM 2.0 on customer insight. Journal of Business và Industrial Marketing, 25(6), 410–419. https://doi.org/10.1108/08858621011066008

65. Gu, V., Davis, J., Cao, R., & Vogt, J. (2017). The effect of externalities on adoption of social customer relationship management (SCRM). International Journal of Quality Innovation, 3(1), 1–15.

66. Guha, S., Harrigan, P., và Soutar, G. (2018). Linking social media to customer relationship management : a qualitative study on SMEs. Journal of Small Business and Entrepreneurship, 30(3), 193–214. https://doi.org/10.1080/08276331.2017.1399628

67. Gustafsson, V., & Khan, M. S. (2017). Monetising blogs: Enterprising behaviour, cocreation of opportunities and social media entrepreneurship. Journal of Business Venturing Insights, 7, 26–31.

68. Hansen, D., Shneiderman, B., & Smith, M. A. (2010). Analyzing social media networks with NodeXL: Insights from a connected world. Morgan Kaufmann.

69. Harman, G. (2011). Heidegger explained: From phenomenon to thing. Open Court.

70. Harrigan, P., & Miles, M. (2014). From e-CRM to s-CRM. Critical factors underpinning the Social CRM activities of SMEs. Small Enterprise Research, 21(1), http://doi.org/10.5172/ser.v21i1.5496

71. Harrigan, P., Ramsey, E., và Ibbotson, P. (2011). Critical factors underpinning the e-CRM activities of SMEs. Journal of Marketing Management, 27(5–6), 503–529. https://doi.org/10.1080/0267257X.2010.495284

72. Harrigan, P., Ramsey, E., và Ibbotson, P. (2012). Exploring and explaining SME marketing: Investigating e-CRM using a mixed methods approach. Journal of Strategic Marketing, 20(2), 127–163.

73. Harrigan, P., Soutar, G., Choudhury, M. M., & Lowe, M. (2015). Modelling CRM in a social media age. Australasian Marketing Journal (AMJ), 23(1), 27– 37, http://doi.org/10.1016/j.ausmj.2014.11.001


74. Harrigan, P., và Miles, M. (2014). From e-CRM to s-CRM. Critical factors underpinning the social CRM activities of SMEs. Small Enterprise Research, 21(1), 99–116. https://doi.org/10.1080/13215906.2014.11082079

75. Hasani, T., Bojei, J., & Dehghantanha, A. (2017). Investigating the antecedents to the adoption of SCRM technologies by start-up companies. Telematics and Informatics, 34 (5), 655–675.

76. Helfat, C. E., & Lieberman, M. B. 2002. The birth of capabilities: Market entry and importance of pre-history. Industrial and Corporate Change, 11: 725-760.

77. Hills, G. E., Hultman, C. M., và Miles, M. P. (2008). The evolution and development of entrepreneurial marketing. Journal of Small Business Management, 46(1), 99–112. https://doi.org/10.1111/j.1540- 627X.2007.00234.x

78. Hoffman, T., và Kashmeri, S. (2000). Coddling the customer. Computerworld, 34(50), 58–60. Retrieved from https://elibrary.ru/item.asp?id=4902740

79. Hunt, S. D. (1997). Competing through relationships: Grounding relationship marketing in resource-advantage theory. Journal of Marketing Management, 13(5), 431–445. https://doi.org/10.1080/0267257X.1997.9964484

80. Hunt, S. D., và Morgan, R. M. (1997). Resource-Advantage Theory: A Snake Swallowing Its Tail or a General Theory of Competition? Journal of Marketing, 61(4), 74–82. https://doi.org/10.1177/002224299706100406

81. Jain, R., Jain, S., và Dhar, U. (2005). Measuring Customer Relationship Management Performance. Journal of Marketing Channels, 12(3), 79–104. https://doi.org/10.1300/j049v12n03_05

82. , 69(4), 177–192, http://doi.org/10.1509/jmkg.2005.69.4.177

83. Jayachandran, S., Sharma, S., Kaufman, P., và Raman, P. (2005). The role of relational information processes and technology use in customer relationship management. Journal of Marketing, 69(4), 177–192. https://doi.org/10.1509/jmkg.2005.69.4.177


84. Kakabadse, N. K., Kakabadse, A., và Kouzmin, A. (2003). Reviewing the knowledge management literature: Towards a taxonomy. Journal of Knowledge Management, Vol. 7, pp. 75–91. https://doi.org/10.1108/13673270310492967

85. Kamboj, S., Yadav, M., và Rahman, Z. (2018). Impact of social media and customer-centric technology on performance outcomes: The mediating role of social CRM capabilities. International Journal of Electronic Marketing and Retailing, 9(2), 109–125. https://doi.org/10.1504/IJEMR.2018.090888

86. Kantorová, K., & Bachmann, P. (2018). Social customer relationship management and organizational characteristics. Information, 9(12), 1–8.

87. Karjaluoto, H., Ulkuniemi, P., Wongsansukcharoen, J., Trimetsoontorn, J., và Fongsuwan, W. (2015). Social CRM, RMO and business strategies affecting banking performance effectiveness in B2B context. Journal of Business and Industrial Marketing, 30(6), 742–760. https://doi.org/10.1108/JBIM-02-2013- 0039

88. Kim, H. G., & Wang, Z. (2019). Defining and measuring social customer- relationship management (CRM) capabilities. Journal of Marketing Analytics, 7(1), 40-50.

89. Kim, H. S., và Kim, Y. G. (2009). A CRM performance measurement framework: Its development process and application. Industrial Marketing Management, 38(4), 477–489. https://doi.org/10.1016/j.indmarman.2008.04.008

90. Kim, J., Suh, E., và Hwang, H. (2003). A model for evaluating the effectiveness of crm using the balanced scorecard. Journal of Interactive Marketing, 17(2), 5–19. https://doi.org/10.1002/dir.10051

91. Kocak, A., và Abimbola, T. (2009). The effects of entrepreneurial marketing on born global performance. International Marketing Review, Vol. 26, pp. 439–452. https://doi.org/10.1108/02651330910971977

92. Küpper, T., Lehmkuhl, T., Wittkuhn, N., Wieneke, A., & Jung, R. (2015). Social CRM Performance Model: An Empirical Evaluation. In 28th Bled eConference: #eWellBeing (pp. 418–435). Retrieved from


93. Latuny, J. (2018). Analysis social CRM against customer retention using naive Bayes classifier (Case Study: Xyz. Ltd). International Journal of Computer Science and Software Engineering, 7(7), 148–157.

94. Lehmkuhl, T. (2014). Towards Social CRM: A model for deploying Web 2.0 in customer relationship management (Doctoral dissertation, Difo-Druck).

95. Leung, D., Law, R., van Hoof, H., và Buhalis, D. (2013). Social Media in Tourism and Hospitality: A Literature Review. Journal of Travel and Tourism Marketing, Vol. 30, pp. 3–22. https://doi.org/10.1080/10548408.2013.750919

96. Lewis, S. (2015). Qualitative Inquiry and Research Design: Choosing Among Five Approaches. In Health Promotion Practice (Vol. 16). https://doi.org/10.1177/1524839915580941

97. Lindgreen, A., Palmer, R., Vanhamme, J., và Wouters, J. (2006). A relationship-management assesSMEnt tool: Questioning, identifying, and prioritizing critical aspects of customer relationships. Industrial Marketing Management, 35(1), 57–71. https://doi.org/10.1016/j.indmarman.2005.08.008

98. Lippman, S. A., & Rumelt, R. P. 2003. A bargaining perspective on resource advantage. Strategic Management Journal, 24: 1069-1086.

99. Lynch, P.A., Halcro, K., Johns, N. and Buick, I. (2000), “Developing small and micro-enterprise networks to build profitable tourist destinations”, Destination Development Conference, ETOUR, MidSweden University, Ostersund

100. 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, http://doi.org/10.1016/j.intmar.2013.09.008

101. Man, T.W.Y., Lau, T. and Chan, K.F. (2002), “The competitiveness of small and medium enterprises A conceptualization with focus on entrepreneurial competencies”, Journal of Business Venturing, Vol. 17 No. 2002, pp. 123-142.

102. Marolt, M., Pucihar, A., và Zimmermann, H.-D. (2015). Social CRM Adoption and its Impact on Performance Outcomes: a Literature Review. Organizacija, 48(4), 260–271. https://doi.org/10.1515/orga-2015-0022


103. Michaelidou, N., Siamagka, N. T., & Christodoulides, G. (2011). Usage, barriers and measurement of social media marketing: An exploratory investigation of small and medium B2B brands. Industrial Marketing Management, 40(7), 1153–1159, http://doi.org/10.1016/j.indmarman.2011.09.009

104. Miller, D., & Shamsie, J. 1996. The resource-based view of the firm in two environments: The Hollywood film studios from 1936 to 1965. Academy of Management Journal, 39: 519-543.

105. Minami, C., và Dawson, J. (2008). The CRM process in retail and service sector firms in Japan: Loyalty development and financial return. Journal of Retailing and Consumer Services, 15(5), 375–385.

https://doi.org/10.1016/j.jretconser.2007.09.001

106. Morgan, N.A., Vorhies, D.W. & Mason, C.H. (2009). “Market Orientation, Marketing Capabilities, and Firm Performance”, Strategic Management Journal, 30 (8): 909-920. https://doi.org/10.1002/smj.764.

107. Morrison, A. (1998), “Small firm co-operative marketing in a peripheral tourism region”, International Journal of Contemporary Hospitality Management, Vol. 10 No. 5, pp. 191-197.

108. Moustakas, C. (1994). Phenomenological research methods. https://doi.org/10.4135/9781412995658

109. Narver, J. C., và Slater, S. F. (1990). The Effect of a Market Orientation on Business Profitability. Journal of Marketing, 54(4), 20–35.

https://doi.org/10.1177/002224299005400403

110. Neirotti, P., Raguseo, E., và Paolucci, E. (2016). Are customers’ reviews creating value in the hospitality industry? Exploring the moderating effects of market positioning. International Journal of Information Management, 36(6), 1133–1143. https://doi.org/10.1016/j.ijinfomgt.2016.02.010

111. Nelson, R., và Winter, S. (1982). An Evolutionary Theory of Economic Change. Cambridge, MA: The Belknap Press of Harvard University Press.

112. Netemeyer, R. G., Bearden, W. O., và Sharma, S. (2003). Scaling procedures : issues and applications. Sage Publications.


113. Nonaka, I., Byosiere, P., Borucki, C. C., và Konno, N. (1994). Organizational knowledge creation theory: A first comprehensive test. International Business Review, 3(4), 337–351. https://doi.org/http://dx.doi.org/10.1016/0969- 5931(94)90027-2

114. O’Dwyer, M., Gilmore, A., và Carson, D. (2009). Innovative marketing in SMEs: A theoretical framework. European Business Review, 21(6), 504–515. https://doi.org/10.1108/09555340910998805

115. Olson, E. M., Slater, S. F., và Hult, G. T. M. (2005). The performance implications of fit among business strategy, marketing organization structure, and strategic behavior. Journal of Marketing, 69(3), 49–65. https://doi.org/10.1509/jmkg.69.3.49.66362

116. Onwuegbuzie, A. J., Dickinson, W. B., Leech, N. L., và Zoran, A. G. (2009). A Qualitative Framework for Collecting and Analyzing Data in Focus Group Research. International Journal of Qualitative Methods, 8(3), 1–21. https://doi.org/10.1177/160940690900800301

117. Payne, A., và Frow, P. (2005). Customer Relationship Management: from Strategy to Implementation. Journal of Marketing Management, 22(1–2), 135– 168. https://doi.org/10.1362/026725706776022272

118. Pelham, A. M., và Wilson, D. T. (1995). A Longitudinal Study of the Impact of Market Structure, Firm Structure, Strategy, and Market Orientation Culture on Dimensions of Small-Firm Performance. Journal of the Academy of Marketing Science, 24(1), 27–43.

https://doi.org/10.1177/009207039602400103

119. Peteraf, M. A. 1993. The cornerstones of competitive advantage. A resource- based view. Strategic Management Journal, 14: 179-191.

120. Peteraf, M. A., & Barney, J. B. 2003. Unraveling the resource-based tangle. Managerial and Decision Economics, 24: 309-323.

121. Peattie, K. and Moutinho, L. (2000), “The marketing environment for travel and tourism”, in Moutinho, L. (Ed.), Strategic Management in Tourism, CABI Publishing, Glasgow, pp. 17-37.

..... Xem trang tiếp theo?
⇦ Trang trước - Trang tiếp theo ⇨

Ngày đăng: 14/09/2022