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The International Journal of Management Science and Information Technology (IJMSIT)

The international journal of management Science and information technology (IJMSIT) is a refereed journal and publishes high-quality theoretical and empirical papers in the areas of management science and information technology. This journal reports the impact of information technologies on the managerial and organizational topics. IJMSIT develops a comprehensive and theoretical framework by using a multidisciplinary approach to management and information technology for researchers and practitioners.

 


Editor-in-chief: J. J. Ferreira, University of Beira Interior, Portugal, Email: jjmf@ubi.pt
Published: Quarterly
Copyright: 2012, North American Institute of Science and Information Technology (NAISIT)
ISSN: ISSN 1923-0265 (Print) - ISSN 1923-0273 (Online) - ISSN 1923-0281 (CD-ROM)

Towards a Conceptual Clarity Model for Integrating Customer Crowdsourcing and Social CRM
24 : Issue 24 - (Apr-Jun 2017) ( 2017-06 )

Abstract:

This paper intended to investigate a conceptual clarity model of integrating customer crowdsourcing, as well as the antecedents of customer participating in online crowdsourcing communities for best social CRM performance. The paper also explores four major potential factors associated with customers’ crowdsourcing, including shared value & vision, customers experience, concept “ba”, and heterogeneous skills. Data were gathered from a total of 140 valid responses using an online questionnaire and the model was statistically tested using smart PLS-SEM. The results find the shared value & vision, and customers experience positively affect to customers crowdsource, whereas concept “ba”, and heterogeneous skills negatively affect to customers crowdsourcing. As a result, all proposed factors directly and indirectly, contributed significantly to social CRM.

Author(s): Amin A. Shaqrah - Saudi Arabia - Taibah University
Talal H. Noor - Saudi Arabia - Taibah University
Keywords: Customers crowdsourcing, Social CRM, SEM
Download: Click here to download paper

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