{"id":"https://openalex.org/W95472675","doi":null,"title":"Performance Measures for Social CRM: A Literature Review","display_name":"Performance Measures for Social CRM: A Literature Review","publication_year":2014,"publication_date":"2014-06-01","ids":{"openalex":"https://openalex.org/W95472675","mag":"95472675"},"language":"en","primary_location":{"id":"pmh:oai:www.alexandria.unisg.ch:231870","doi":null,"is_oa":false,"landing_page_url":"http://www.alexandria.unisg.ch/231870/","pdf_url":null,"source":{"id":"https://openalex.org/S4306400650","display_name":"Alexandria (UniSG) (University of St.Gallen)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210158813","host_organization_name":"St.Gallen University of Teacher Education","host_organization_lineage":["https://openalex.org/I4210158813"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":"","raw_type":"Conference or Workshop Item"},"volume":null,"type":"conference-paper","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5041569410","display_name":"Torben K\u00fcpper","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I202963720","display_name":"University of St.Gallen","ror":"https://ror.org/0561a3s31","country_code":"CH","type":"education","lineage":["https://openalex.org/I202963720"]}],"countries":["CH"],"is_corresponding":false,"raw_author_name":"Torben K\u00fcpper","raw_affiliation_strings":["University of St. Gallen, Saint Gallen, Switzerland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of St. Gallen, Saint Gallen, Switzerland","institution_ids":["https://openalex.org/I202963720"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5032096100","display_name":"Reinhard Jung","orcid":"https://orcid.org/0000-0001-7618-3761","observed_orcids":["https://orcid.org/0000-0001-7618-3761","https://orcid.org/0000-0002-0695-8063"]},"institutions":[{"id":"https://openalex.org/I202963720","display_name":"University of St.Gallen","ror":"https://ror.org/0561a3s31","country_code":"CH","type":"education","lineage":["https://openalex.org/I202963720"]}],"countries":["CH"],"is_corresponding":false,"raw_author_name":"Reinhard Jung","raw_affiliation_strings":["University of St. Gallen, Saint Gallen, Switzerland"],"raw_orcid":"https://orcid.org/0000-0001-7618-3761","affiliations":[{"raw_affiliation_string":"University of St. Gallen, Saint Gallen, Switzerland","institution_ids":["https://openalex.org/I202963720"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5003236639","display_name":"Tobias Lehmkuhl","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I202963720","display_name":"University of St.Gallen","ror":"https://ror.org/0561a3s31","country_code":"CH","type":"education","lineage":["https://openalex.org/I202963720"]}],"countries":["CH"],"is_corresponding":false,"raw_author_name":"Tobias Lehmkuhl","raw_affiliation_strings":["University of St. Gallen, Saint Gallen, Switzerland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of St. Gallen, Saint Gallen, Switzerland","institution_ids":["https://openalex.org/I202963720"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5017882622","display_name":"Sebastian Walther","orcid":"https://orcid.org/0000-0003-4026-3561","observed_orcids":["https://orcid.org/0000-0003-4026-3561","https://orcid.org/0000-0002-5851-1079"]},"institutions":[{"id":"https://openalex.org/I54009628","display_name":"University of Bayreuth","ror":"https://ror.org/0234wmv40","country_code":"DE","type":"education","lineage":["https://openalex.org/I54009628"]}],"countries":["DE"],"is_corresponding":false,"raw_author_name":"Sebastian Walther","raw_affiliation_strings":["University of Bayreuth, Bayreuth, Germany"],"raw_orcid":"https://orcid.org/0000-0003-4026-3561","affiliations":[{"raw_affiliation_string":"University of Bayreuth, Bayreuth, Germany","institution_ids":["https://openalex.org/I54009628"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5068291444","display_name":"Alexander Wieneke","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I202963720","display_name":"University of St.Gallen","ror":"https://ror.org/0561a3s31","country_code":"CH","type":"education","lineage":["https://openalex.org/I202963720"]}],"countries":["CH"],"is_corresponding":false,"raw_author_name":"Alexander Wieneke","raw_affiliation_strings":["University of St. Gallen, Saint Gallen, Switzerland"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of St. Gallen, Saint Gallen, Switzerland","institution_ids":["https://openalex.org/I202963720"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":8.4495,"has_fulltext":false,"cited_by_count":20,"citation_normalized_percentile":{"value":0.97088984,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":88,"max":98},"biblio":{"volume":null,"issue":null,"first_page":"31","last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9101999998092651,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9101999998092651,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10910","display_name":"Corporate Governance and Management","score":0.06430000066757202,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.011300000362098217,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/social-crm","display_name":"social CRM","score":0.9020000100135803},{"id":"https://openalex.org/keywords/performance-indicators","display_name":"performance indicators","score":0.8420000076293945},{"id":"https://openalex.org/keywords/performance-measurement-model","display_name":"performance measurement model","score":0.8640000224113464},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":0.8199999928474426},{"id":"https://openalex.org/keywords/web-2-0","display_name":"Web 2.0","score":0.9679999947547913},{"id":"https://openalex.org/keywords/social-media","display_name":"social media","score":0.9449999928474426},{"id":"https://openalex.org/keywords/performance-measurement-systems","display_name":"performance measurement systems","score":0.7250000238418579},{"id":"https://openalex.org/keywords/crm-implementation","display_name":"CRM implementation","score":0.3409999907016754}],"concepts":[{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.5517218708992004},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5455531477928162},{"id":"https://openalex.org/C111696304","wikidata":"https://www.wikidata.org/wiki/Q2303697","display_name":"Sorting","level":2,"score":0.5330528020858765},{"id":"https://openalex.org/C40722632","wikidata":"https://www.wikidata.org/wiki/Q5160137","display_name":"Confirmatory factor analysis","level":3,"score":0.5297045707702637},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5260995626449585},{"id":"https://openalex.org/C141571065","wikidata":"https://www.wikidata.org/wiki/Q1771949","display_name":"Performance measurement","level":2,"score":0.4837115406990051},{"id":"https://openalex.org/C518677369","wikidata":"https://www.wikidata.org/wiki/Q202833","display_name":"Social media","level":2,"score":0.4560120701789856},{"id":"https://openalex.org/C42525527","wikidata":"https://www.wikidata.org/wiki/Q1209955","display_name":"Formative assessment","level":2,"score":0.4170108437538147},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3999894857406616},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.24201297760009766},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2287125289440155},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.22405561804771423},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.12187644839286804},{"id":"https://openalex.org/C136764020","wikidata":"https://www.wikidata.org/wiki/Q466","display_name":"World Wide Web","level":1,"score":0.11144834756851196},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.11137121915817261},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.10781869292259216},{"id":"https://openalex.org/C19417346","wikidata":"https://www.wikidata.org/wiki/Q7922","display_name":"Pedagogy","level":1,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"pmh:oai:www.alexandria.unisg.ch:231870","doi":null,"is_oa":false,"landing_page_url":"http://www.alexandria.unisg.ch/231870/","pdf_url":null,"source":{"id":"https://openalex.org/S4306400650","display_name":"Alexandria (UniSG) (University of St.Gallen)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210158813","host_organization_name":"St.Gallen University of Teacher Education","host_organization_lineage":["https://openalex.org/I4210158813"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":"","raw_type":"Conference or Workshop Item"},{"id":"pmh:oai:alexandria.unisg.ch:20.500.14171/86857","doi":null,"is_oa":false,"landing_page_url":"https://www.alexandria.unisg.ch/handle/20.500.14171/86857","pdf_url":null,"source":{"id":"https://openalex.org/S4306400650","display_name":"Alexandria (UniSG) (University of St.Gallen)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4210158813","host_organization_name":"St.Gallen University of Teacher Education","host_organization_lineage":["https://openalex.org/I4210158813"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"conference paper"},{"id":"mag:95472675","doi":null,"is_oa":false,"landing_page_url":"https://aisel.aisnet.org/bled2014/31/","pdf_url":null,"source":{"id":"https://openalex.org/S4306417850","display_name":"Bled eConference","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"conference"},"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":"Bled eConference","raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[{"display_name":"Systematic Review","id":"https://openalex.org/study-designs/systematic-review"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":59,"referenced_works":["https://openalex.org/W15866609","https://openalex.org/W96497949","https://openalex.org/W175397243","https://openalex.org/W1078301143","https://openalex.org/W1496178956","https://openalex.org/W1526281128","https://openalex.org/W1536497651","https://openalex.org/W1537778752","https://openalex.org/W1545460766","https://openalex.org/W1578695407","https://openalex.org/W1714723801","https://openalex.org/W1950289027","https://openalex.org/W1974691536","https://openalex.org/W1977989028","https://openalex.org/W1980126189","https://openalex.org/W1986382509","https://openalex.org/W2003502546","https://openalex.org/W2003626162","https://openalex.org/W2006921491","https://openalex.org/W2010123231","https://openalex.org/W2015093407","https://openalex.org/W2018165958","https://openalex.org/W2028125358","https://openalex.org/W2040111550","https://openalex.org/W2045110387","https://openalex.org/W2047875827","https://openalex.org/W2050469141","https://openalex.org/W2069585723","https://openalex.org/W2074731634","https://openalex.org/W2075164899","https://openalex.org/W2085230034","https://openalex.org/W2092889035","https://openalex.org/W2093092925","https://openalex.org/W2096914080","https://openalex.org/W2102150387","https://openalex.org/W2104719746","https://openalex.org/W2104996229","https://openalex.org/W2111628838","https://openalex.org/W2116720019","https://openalex.org/W2121001699","https://openalex.org/W2121542476","https://openalex.org/W2124975206","https://openalex.org/W2128745779","https://openalex.org/W2130193710","https://openalex.org/W2140863794","https://openalex.org/W2141610603","https://openalex.org/W2144323748","https://openalex.org/W2156592868","https://openalex.org/W2166886466","https://openalex.org/W2201963656","https://openalex.org/W2341590266","https://openalex.org/W2405367403","https://openalex.org/W2491365176","https://openalex.org/W2539182643","https://openalex.org/W2778791899","https://openalex.org/W3020851191","https://openalex.org/W3126090267","https://openalex.org/W3151678985","https://openalex.org/W6987325004"],"related_works":["https://openalex.org/W242213503","https://openalex.org/W993199679","https://openalex.org/W2405367403","https://openalex.org/W2515276503","https://openalex.org/W8351048","https://openalex.org/W2342480850","https://openalex.org/W2516153312","https://openalex.org/W179412013","https://openalex.org/W4255984321","https://openalex.org/W777125187"],"abstract_inverted_index":{"Social":[0,10,17,43,54,74,112],"CRM":[1,18,44,55,75,113],"deals":[2],"with":[3],"the":[4,47,86,130,151],"integration":[5],"of":[6,49,89,119,138],"Web":[7],"2.0":[8],"and":[9,34,57,98,116,133,154],"Media":[11],"into":[12],"Customer":[13],"Relationship":[14],"Management":[15],"(CRM).":[16],"is":[19,46],"a":[20,73,90,96,105,120,135,142,159],"business":[21],"strategy":[22],"supported":[23],"by":[24,157],"technology":[25],"platforms":[26],"to":[27,71],"provide":[28],"mutually":[29],"beneficial":[30],"value":[31],"for":[32],"companies":[33],"their":[35,59],"target":[36],"groups.":[37],"In":[38,108,141],"practice,":[39],"one":[40],"factor":[41,161],"impeding":[42],"implementation":[45],"lack":[48],"performance":[50,67,76,114,121],"measures,":[51],"which":[52],"assess":[53],"activities":[56],"monitor":[58],"success.":[60],"Little":[61],"research":[62],"has":[63],"been":[64],"conducted":[65],"investigating":[66],"measures":[68,115],"in":[69],"order":[70],"develop":[72],"measurement":[77,122],"model.":[78],"To":[79],"address":[80],"this":[81,83,109],"gap,":[82],"article":[84],"presents":[85],"qualitative":[87],"part":[88],"two-stage":[91],"multi-method":[92],"approach.":[93],"It":[94],"comprises":[95],"systematic":[97],"rigorous":[99],"literature":[100],"review":[101],"as":[102,104],"well":[103],"sorting":[106,127],"procedure.":[107],"effort,":[110],"16":[111],"four":[117],"categories":[118],"system":[123],"are":[124,148,155],"identified.":[125],"The":[126],"procedure":[128],"validates":[129],"corresponding":[131],"classification":[132],"ensures":[134],"high":[136],"degree":[137],"external":[139],"validity.":[140],"subsequent":[143],"study,":[144],"formative":[145],"survey":[146],"instruments":[147],"developed":[149],"from":[150],"respective":[152],"findings":[153],"tested":[156],"applying":[158],"confirmatory":[160],"analysis.":[162]},"counts_by_year":[{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":1},{"year":2021,"cited_by_count":2},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":3},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":1},{"year":2015,"cited_by_count":6}],"updated_date":"2026-11-05T12:25:35.769452","created_date":"2016-06-24T00:00:00"}