{"id":"https://openalex.org/W2066496083","doi":"https://doi.org/10.4018/jtd.2013010101","title":"An Assessment of Customer\u2019s Preferences and Improve Brand Awareness Implementation of Social CRM in an Automotive Company","display_name":"An Assessment of Customer\u2019s Preferences and Improve Brand Awareness Implementation of Social CRM in an Automotive Company","publication_year":2013,"publication_date":"2013-01-01","ids":{"openalex":"https://openalex.org/W2066496083","doi":"https://doi.org/10.4018/jtd.2013010101","mag":"2066496083"},"language":"en","primary_location":{"id":"doi:10.4018/jtd.2013010101","is_oa":false,"landing_page_url":"https://doi.org/10.4018/jtd.2013010101","pdf_url":null,"source":{"id":"https://openalex.org/S190331851","display_name":"International Journal of Technology Diffusion","issn_l":"1947-9301","issn":["1947-9301","1947-931X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Technology Diffusion","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"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/A5006995271","display_name":"Agostino Marengo","orcid":"https://orcid.org/0000-0003-2769-5642"},"institutions":[{"id":"https://openalex.org/I5561750","display_name":"University of Bari Aldo Moro","ror":"https://ror.org/027ynra39","country_code":"IT","type":"education","lineage":["https://openalex.org/I5561750"]}],"countries":["IT"],"is_corresponding":false,"raw_author_name":"Agostino Marengo","raw_affiliation_strings":["University of Bari - Osel Consulting s.r.l. Bari, Italy"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Bari - Osel Consulting s.r.l. Bari, Italy","institution_ids":["https://openalex.org/I5561750"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5036584168","display_name":"Alessandro Pagano","orcid":"https://orcid.org/0000-0002-7465-9778"},"institutions":[{"id":"https://openalex.org/I5561750","display_name":"University of Bari Aldo Moro","ror":"https://ror.org/027ynra39","country_code":"IT","type":"education","lineage":["https://openalex.org/I5561750"]}],"countries":["IT"],"is_corresponding":false,"raw_author_name":"Alessandro Pagano","raw_affiliation_strings":["University of Bari - Osel Consulting s.r.l. Bari, Italy"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Bari - Osel Consulting s.r.l. Bari, Italy","institution_ids":["https://openalex.org/I5561750"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5057083773","display_name":"Alessio Barbone","orcid":null},"institutions":[{"id":"https://openalex.org/I5561750","display_name":"University of Bari Aldo Moro","ror":"https://ror.org/027ynra39","country_code":"IT","type":"education","lineage":["https://openalex.org/I5561750"]}],"countries":["IT"],"is_corresponding":false,"raw_author_name":"Alessio Barbone","raw_affiliation_strings":["University of Bari - Osel Consulting s.r.l. Bari, Italy"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"University of Bari - Osel Consulting s.r.l. Bari, Italy","institution_ids":["https://openalex.org/I5561750"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":2,"citation_normalized_percentile":{"value":0.19902188,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":90,"max":94},"biblio":{"volume":"4","issue":"1","first_page":"1","last_page":"15"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9958999752998352,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"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":0.9958999752998352,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9951000213623047,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource 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/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9768000245094299,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/automotive-industry","display_name":"Automotive industry","score":0.7839207649230957},{"id":"https://openalex.org/keywords/identification","display_name":"Identification (biology)","score":0.5871466994285583},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.535295307636261},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.510826587677002},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.49718907475471497},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.4953130781650543},{"id":"https://openalex.org/keywords/key","display_name":"Key (lock)","score":0.4563589096069336},{"id":"https://openalex.org/keywords/work","display_name":"Work (physics)","score":0.4548516869544983},{"id":"https://openalex.org/keywords/resource","display_name":"Resource (disambiguation)","score":0.4426981508731842},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.4218429923057556},{"id":"https://openalex.org/keywords/software","display_name":"Software","score":0.4109363555908203},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.3353617191314697},{"id":"https://openalex.org/keywords/engineering","display_name":"Engineering","score":0.14664849638938904},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.11244499683380127}],"concepts":[{"id":"https://openalex.org/C526921623","wikidata":"https://www.wikidata.org/wiki/Q190117","display_name":"Automotive industry","level":2,"score":0.7839207649230957},{"id":"https://openalex.org/C116834253","wikidata":"https://www.wikidata.org/wiki/Q2039217","display_name":"Identification (biology)","level":2,"score":0.5871466994285583},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.535295307636261},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.510826587677002},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.49718907475471497},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4953130781650543},{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.4563589096069336},{"id":"https://openalex.org/C18762648","wikidata":"https://www.wikidata.org/wiki/Q42213","display_name":"Work (physics)","level":2,"score":0.4548516869544983},{"id":"https://openalex.org/C206345919","wikidata":"https://www.wikidata.org/wiki/Q20380951","display_name":"Resource (disambiguation)","level":2,"score":0.4426981508731842},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.4218429923057556},{"id":"https://openalex.org/C2777904410","wikidata":"https://www.wikidata.org/wiki/Q7397","display_name":"Software","level":2,"score":0.4109363555908203},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3353617191314697},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.14664849638938904},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.11244499683380127},{"id":"https://openalex.org/C59822182","wikidata":"https://www.wikidata.org/wiki/Q441","display_name":"Botany","level":1,"score":0.0},{"id":"https://openalex.org/C146978453","wikidata":"https://www.wikidata.org/wiki/Q3798668","display_name":"Aerospace engineering","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},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C78519656","wikidata":"https://www.wikidata.org/wiki/Q101333","display_name":"Mechanical engineering","level":1,"score":0.0},{"id":"https://openalex.org/C31258907","wikidata":"https://www.wikidata.org/wiki/Q1301371","display_name":"Computer network","level":1,"score":0.0}],"mesh":[],"locations_count":3,"locations":[{"id":"doi:10.4018/jtd.2013010101","is_oa":false,"landing_page_url":"https://doi.org/10.4018/jtd.2013010101","pdf_url":null,"source":{"id":"https://openalex.org/S190331851","display_name":"International Journal of Technology Diffusion","issn_l":"1947-9301","issn":["1947-9301","1947-931X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Technology Diffusion","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:igg:jtd000:v:4:y:2013:i:1:p:1-15","is_oa":false,"landing_page_url":"https://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/jtd.2013010101","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"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":"article"},{"id":"pmh:oai:ricerca.uniba.it:11586/35781","is_oa":false,"landing_page_url":"http://hdl.handle.net/11586/35781","pdf_url":null,"source":{"id":"https://openalex.org/S4377196296","display_name":"CINECA IRIS Institutional Research Information System (University of Bari Aldo Moro)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I5561750","host_organization_name":"University of Bari Aldo Moro","host_organization_lineage":["https://openalex.org/I5561750"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"info:eu-repo/semantics/article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Industry, innovation and infrastructure","id":"https://metadata.un.org/sdg/9","score":0.47999998927116394}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":9,"referenced_works":["https://openalex.org/W62069621","https://openalex.org/W1607137273","https://openalex.org/W2102467277","https://openalex.org/W2114524997","https://openalex.org/W2126581182","https://openalex.org/W2126745804","https://openalex.org/W2340559536","https://openalex.org/W2959623228","https://openalex.org/W2980147429"],"related_works":["https://openalex.org/W4382644535","https://openalex.org/W2522768275","https://openalex.org/W2352938035","https://openalex.org/W2351672553","https://openalex.org/W2373392303","https://openalex.org/W2765894405","https://openalex.org/W1884735063","https://openalex.org/W2372668238","https://openalex.org/W4226126548","https://openalex.org/W2982428536"],"abstract_inverted_index":{"The":[0,48,83,106],"huge":[1],"amount":[2],"of":[3,12,36,50,60,86,92,114,132,135,140,148],"online":[4],"conversations":[5],"that":[6,118,152],"arises":[7],"from":[8,80],"the":[9,34,37,58,62,90,103,110,130,146],"new":[10],"means":[11],"communication":[13],"between":[14,64],"users,":[15],"if":[16],"analyzed":[17],"and":[18,26,66,112,121,125,143],"capitalized,":[19],"is":[20,98],"an":[21,115,136,149],"important":[22],"resource":[23],"for":[24,33],"companies":[25],"brands":[27],"alike.":[28],"Thus,":[29],"a":[30,51,93,123],"fundamental":[31],"tool":[32],"management":[35],"relationship":[38],"with":[39,57,145],"customers":[40,67],"such":[41],"as":[42],"CRM":[43,53,95],"seems":[44],"to":[45,69,76],"be":[46],"exceeded.":[47],"concept":[49],"Social":[52,94],"platform":[54],"was":[55],"born":[56],"objective":[59,85],"filling":[61],"gap":[63],"brand":[65],"connected":[68],"various":[70],"social":[71],"networks,":[72],"allowing":[73],"both":[74],"parties":[75],"achieve":[77],"tangible":[78],"benefits":[79],"active":[81],"participation.":[82],"key":[84],"this":[87],"research":[88],"involves":[89],"implementation":[91,113],"system,":[96],"which":[97],"not":[99],"yet":[100],"present":[101],"on":[102],"automotive":[104],"market.":[105],"work":[107],"starts":[108],"through":[109],"identification":[111],"experimental":[116],"prototype":[117],"can":[119],"define":[120],"highlight":[122],"methodological":[124],"technological":[126],"best":[127],"practice":[128],"in":[129],"integration":[131],"heterogeneous":[133],"components":[134],"information":[137],"system":[138,151],"composed":[139],"independent":[141],"software":[142],"continues":[144],"definition":[147],"integrated":[150],"allows":[153],"innovative":[154],"Business":[155],"Intelligence":[156],"activities.":[157]},"counts_by_year":[{"year":2024,"cited_by_count":1},{"year":2018,"cited_by_count":1}],"updated_date":"2026-06-11T09:08:48.828518","created_date":"2025-10-10T00:00:00"}