Harrigan, P., Miles, M. P., Fang, Y., & Roy, S. K. (2020). The Role of Social Media in the Engagement and Information Processes of Social CRM. International Journal of Information Management, 54, Article ID: 102151.
https://doi.org/10.1016/j.ijinfomgt.2020.102151

has been cited by the following article:

• TITLE: Social Media and Its Connection to Business Performance—A Literature Review

  AUTHORS: Bruce Emmanuel, Shurong Zhao, Sulemana Bankuoru Egala, Yegenmuradov Mammet, Kweitsu Godson

  KEYWORDS: Social Media, Business Performance, Customer Satisfaction, Customer Relationship, Advertising Tool

  JOURNAL NAME: American Journal of Industrial and Business Management, Vol.12 No.5, May 19, 2022

  ABSTRACT: Social media plays a significant role in business performance and creates two-way communication between customers and businesses. This review presents a comprehensive and systematic review of social media usage and business performance. The review used Preferred Reporting Items for Systematic Reviews and Meta-Analyses and the forward chaining strategy in the document search and sourced data through Scopus, Web of Science, Google Scholar and Semantic Scholar. A total of 70 articles published between 2003 and 2021 were reviewed. The review provides evidence that firms with social media marketing strategies enjoy better customer relationships, improved customer satisfaction and enhanced business performance. Furthermore, the conclusion discusses the key findings from existing research on social media and the direction for future research on the field. The findings can be useful to both researchers and practitioners in social media marketing.