HICSS '06 Proceedings of the 39th Annual Hawaii International Conference on System Sciences - Volume 06
The Social Structure of Tagging Internet Video on del.icio.us
HICSS '07 Proceedings of the 40th Annual Hawaii International Conference on System Sciences
Digital Relationships in the "MySpace" Generation: Results From a Qualitative Study
HICSS '07 Proceedings of the 40th Annual Hawaii International Conference on System Sciences
HICSS '07 Proceedings of the 40th Annual Hawaii International Conference on System Sciences
Stay out of My Forum! Evaluating Firm Involvement in Online Ratings Communities
HICSS '07 Proceedings of the 40th Annual Hawaii International Conference on System Sciences
The Influence of Online Brand Community Characteristics on Community Commitment and Brand Loyalty
HICSS '07 Proceedings of the 40th Annual Hawaii International Conference on System Sciences
Managing customer information and knowledge with social media in business-to-business companies
i-KNOW '11 Proceedings of the 11th International Conference on Knowledge Management and Knowledge Technologies
Studying the influence of e-CRM on web-based brand personality - the case of Mellat Bank
International Journal of Business Information Systems
IT-Supported Business Performance and E-Commerce Application in SMEs
Journal of Electronic Commerce in Organizations
The effect of searching and surfing on recognition of destination images on Facebook pages
Computers in Human Behavior
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Although previous CRM studies treat eCRM as a synonymous with 1:1 communications and personalised service at an individual basis, web 2.0 further enables firms and users to generate customer value and build customer relations through social networking, co-learning, co-production and collaboration. The paper advocates the development of eCRM 2.0 strategies aiming at exploiting both the networking and social/customer intelligence of web 2.0 by integrating and engaging customers and communities along firms' value chain operations. The usage and readiness of Greek tourism firms to embark on eCRM 2.0 strategies was examined by conducting an e-mail survey and focused groups with tourism professionals. Despite the low adoption rates of eCRM 2.0, respondents were aware and greatly concerned about the practical implications of this field, which in turn elucidated an agenda for future research studies.