LITERATURE REVIEW ON THE EFFECT OF SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT (SCRM) IN THE MALAYSIAN EVENT MANAGEMENT INDUSTRY
This study aims to examine the impact of Social Customer Relationships Management in the Malaysia Event Industry and the result of Customer Engagement from social media experience. A total of 23 journal papers were thoroughly reviewed. This paper presents an insight into the importance of Customer R...
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
INTI International University
2022
|
| Subjects: | |
| Online Access: | http://eprints.intimal.edu.my/1684/ http://eprints.intimal.edu.my/1684/1/v2022_21.pdf |
| _version_ | 1848766805736161280 |
|---|---|
| author | Rakesh, Sarpal Cheah, Zi Yin |
| author_facet | Rakesh, Sarpal Cheah, Zi Yin |
| author_sort | Rakesh, Sarpal |
| building | INTI Institutional Repository |
| collection | Online Access |
| description | This study aims to examine the impact of Social Customer Relationships Management in the Malaysia Event Industry and the result of Customer Engagement from social media experience. A total of 23 journal papers were thoroughly reviewed. This paper presents an insight into the importance of Customer Relationship Management in the Malaysian event industry and the transition of Traditional Customer Relationship Management to Social Customer Relationship management. Besides, it also focuses on implementing 5 Experiential Dimensions by Schmitt in social media activities to increase customer engagement. Finally, it discusses the level of customer engagement in social media activities and the outcomes. |
| first_indexed | 2025-11-14T11:56:59Z |
| format | Article |
| id | intimal-1684 |
| institution | INTI International University |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T11:56:59Z |
| publishDate | 2022 |
| publisher | INTI International University |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | intimal-16842024-05-10T08:22:37Z http://eprints.intimal.edu.my/1684/ LITERATURE REVIEW ON THE EFFECT OF SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT (SCRM) IN THE MALAYSIAN EVENT MANAGEMENT INDUSTRY Rakesh, Sarpal Cheah, Zi Yin H Social Sciences (General) HF Commerce HM Sociology This study aims to examine the impact of Social Customer Relationships Management in the Malaysia Event Industry and the result of Customer Engagement from social media experience. A total of 23 journal papers were thoroughly reviewed. This paper presents an insight into the importance of Customer Relationship Management in the Malaysian event industry and the transition of Traditional Customer Relationship Management to Social Customer Relationship management. Besides, it also focuses on implementing 5 Experiential Dimensions by Schmitt in social media activities to increase customer engagement. Finally, it discusses the level of customer engagement in social media activities and the outcomes. INTI International University 2022-09 Article PeerReviewed text en cc_by_4 http://eprints.intimal.edu.my/1684/1/v2022_21.pdf Rakesh, Sarpal and Cheah, Zi Yin (2022) LITERATURE REVIEW ON THE EFFECT OF SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT (SCRM) IN THE MALAYSIAN EVENT MANAGEMENT INDUSTRY. Journal of Business and Social Sciences, 2022 (21). pp. 1-11. ISSN 2805-5187 http://ipublishing.intimal.edu.my/jobss.html |
| spellingShingle | H Social Sciences (General) HF Commerce HM Sociology Rakesh, Sarpal Cheah, Zi Yin LITERATURE REVIEW ON THE EFFECT OF SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT (SCRM) IN THE MALAYSIAN EVENT MANAGEMENT INDUSTRY |
| title | LITERATURE REVIEW ON THE EFFECT OF SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT (SCRM) IN THE MALAYSIAN EVENT MANAGEMENT INDUSTRY |
| title_full | LITERATURE REVIEW ON THE EFFECT OF SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT (SCRM) IN THE MALAYSIAN EVENT MANAGEMENT INDUSTRY |
| title_fullStr | LITERATURE REVIEW ON THE EFFECT OF SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT (SCRM) IN THE MALAYSIAN EVENT MANAGEMENT INDUSTRY |
| title_full_unstemmed | LITERATURE REVIEW ON THE EFFECT OF SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT (SCRM) IN THE MALAYSIAN EVENT MANAGEMENT INDUSTRY |
| title_short | LITERATURE REVIEW ON THE EFFECT OF SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT (SCRM) IN THE MALAYSIAN EVENT MANAGEMENT INDUSTRY |
| title_sort | literature review on the effect of social customer relationship management (scrm) in the malaysian event management industry |
| topic | H Social Sciences (General) HF Commerce HM Sociology |
| url | http://eprints.intimal.edu.my/1684/ http://eprints.intimal.edu.my/1684/ http://eprints.intimal.edu.my/1684/1/v2022_21.pdf |