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Bitter (2016) Consequences of customer engagement behavior: when negative Facebook posts have positive effects Bitter article CRM-social media.pdf
Kumar (2015) Research framework, strategies, and applications of intelligent agent technologies (IATs) in marketing Kumar article IRT Mktg.pdf
Maecker (2016) The effect of social media on customer relationship management Maeker article CRM-social media.pdf
Malthouse (2013) Managing customer relationships in the social media era: Introducing the social CRM house Malthouse article CRM-social media.pdf
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Patil (2014) Social media and customer relationship management Patil article CRM-Social Media.pdf
Rosman (2013) The implications of social media on customer relationship management and the hospitality industry Rosman Article on Social media.pdf
Rubin (2010) Artificially intelligent conversational agents in libraries Rubin article AI Agents.pdf
Schultz (2016) Insights from consumer interactions on a social networking site: findings from six apparel retail brands Schulz article CRM-social media.pdf
Wieneke (2016) Generating and exploiting customer insights from social media data Wieneke article CRM-social media.pdf
Zembic (2014) Social media as a source of knowledge for customers and enterprises Zembic article on Social media.pdf
