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Reinhard Jung
Title
Prof. Dr.
Last Name
Jung
First name
Reinhard
Email
reinhard.jung@unisg.ch
Phone
+41 71 224 3141
Homepage
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1 - 8 of 8
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PublicationType: journal articleJournal: Controlling : Zeitschrift für erfolgsorientierte UnternehmenssteuerungVolume: 28Issue: 4-5
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PublicationType: journal articleJournal: Controlling : Zeitschrift für erfolgsorientierte UnternehmenssteuerungVolume: 27Issue: 7
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PublicationSocial CRM Performance Model : An Empirical Evaluation( 2015-06-07)
;Wittkuhn, NicolasThis paper presents an empirical investigation of a Social CRM performance model within an organizational perspective. A constraining factor regarding the implementation of Social CRM and the achievement of its objectives is the lack of an appropriate performance model. Little research has been conducted on a corresponding holistic approach and on the development of formative performance constructs. To address this gap, the article develops and empirically evaluates a Social CRM performance model, including an infrastructure-, process-, customer- and organizational performance construct. The data is analyzed using a structural equation model with a surveying sample of 126 marketing, communication and IT decision makers. The results show that infrastructure performance has an indirect, process performance a direct and customer performance no influence on organizational performance. The Social CRM performance model generates deeper insights into a company's performance interrelationship and provides a decision support system, in order to improve Social CRM activities and enhance organizational performance. -
PublicationPerformance Measures for Social CRM : A Literature Review(Moderna Organizacija, 2014-06-01)
;Walter, SebastianSocial CRM deals with the integration of Web 2.0 and Social Media into Customer Relationship Management (CRM). Social CRM is a business strategy supported by technology platforms to provide mutually beneficial value for companies and their target groups. In practice, one factor impeding Social CRM implementation is the lack of performance measures, which assess Social CRM activities and monitor their success. Little research has been conducted investigating performance measures in order to develop a Social CRM performance measurement model. To address this gap, this article presents the qualitative part of a two-stage multi-method approach. It comprises a systematic and rigorous literature review as well as a sorting procedure. In this effort, 16 Social CRM performance measures and four categories of a performance measurement system are identified. The sorting procedure validates the corresponding classification and ensures a high degree of external validity. In a subsequent study, formative survey instruments are developed from the respective findings and are tested by applying a confirmatory factor analysis. -
PublicationFeatures for Social CRM Technology - An Organizational Perspective(Association for Information Science, 2014-08-07)The new paradigm Social Customer Relationship Management (Social CRM) deals with the integration of Social Media into CRM. Social CRM is a business strategy supported by technology platforms to provide mutually beneficial value for companies and their customers. In this context, many companies evaluate the implementation of Social CRM tools in order to achieve and analyze customer's content on their Social Media platforms. However, only little research has been conducted investigating technology features and their corresponding categories a Social CRM technology has to fulfill. To address this gap in research, the article presents the qualitative part of a two-stage multi-method approach comprising a literature review, a market study containing 40 vendor solutions and a first validation approach. In this effort, 18 Social CRM technology features and four categories of Social CRM technology are identified. A sorting procedure validates the corresponding classification and ensures a high degree of external validity.Type: conference paper
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PublicationTowards Social CRM - Scoping the concept and guiding researchWeb 2.0 and Social Media (SoMe) provide new opportunities for collaboration and co-value creation which supports a customer-centric management. Social Customer Relationship Management (SCRM) addresses these opportunities and aims at a high stakeholder engagement as a means to establish mutually beneficial relationships. At present, scholars attempt to comprehend what constitutes SCRM. This paper reviews state-of-the-art scholarly literature to provide a consolidated view on the current SCRM knowledge base. It reveals concurrent opinions, diverging perceptions and future directions for research along the dimensions SCRM definitions, objectives and approaches. We conclude that SCRM as a novel concept requires transformational efforts among all organizational parts. Approaches towards SCRM align on organizational determinants, CRM processes, the customer relationship lifecycle or develop conceptual models. We propose that research further explore this domain to progress the understanding of SCRM as basis for corresponding frameworks.Type: conference paper
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PublicationType: newspaper articleJournal: Contact Management MagazineIssue: 03
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