Does the use of social media affect customer relationship performance? Evidences from Italy
and social media responsiveness have a significant and positive effect on the impact of social media on CRP (evaluated by managers). Moreover, internal information sharing does not directly affect CRP, but its effect turns out to be mediated by responsiveness.
Mercati e competitività - Open Access Peer Reviewed Journal
4 issues per year - ISSN 1826-7386, ISSNe 1972-4861
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