Abdollahian, V., et al. (2013). Comparative analysis of the methods of the Fuzzy Analytic Network Process (FANP) and Fuzzy Analytic Hierarchy Process (FAHP) in prioritizing the skill indicators of entrepreneurial managers (Case Study: Jahad-e Daneshgahi). Advances in environmental biology, 7(9), 2448-2458.
Acker, O., Gröne, F., Akkad, F., Pötscher, F., & Yazbek, R. (2011). Social CRM: How companies can link into the social web of consumers. Journal of direct, data and digital marketing practice, 13(1), 3-10.
Ajmera, J., Ahn, H., Nagarajan, M., Verma, A., Contractor, D., Dill, S., & Denesuk, M. (2013). A CRM system for social media. The International World Wide Web Conference (pp. 49-58). Republic and Canton of Geneva, Switzerland.
Almotairi, M. (2008, May). CRM success factors taxonomy. European and Mediterranean conference on information systems.
Al-rahmi, W., & Othman, M. (2013). Using TAM model to measure the use of social media for collaborative learning. International Journal of Engineering Trends and Technology (IJETT), 5(2), 90-95.
Alshawi, S., Missi, F., & Irani, Z. (2011). Organisational, technical and data quality factors in CRM adoption-SMEs perspective. Industrial Marketing Management, 40(3), 376–383.
Alt, R., & Puschmann, T. (2004, January). Successful practices in customer relationship management. Proceedings of the 37th Hawaii International Conference on System Sciences.
Anderson, K., & Kerr, C. (2001). Customer relationship management: Integrating marketing strategy and information technology, Madison: McGraw-Hill.
Arab, F., Selamat, H., & Zamani, M. (2010). An overview of success Factors for CRM. International Conference on Information and Financial Engineering (pp. 702-705).
Asadallah, N. (2013). Analytic Network Process (ANP) approach for selecting strategies influencing the productivity of knowledge women workers. African Journal of Business Management, 7(40), 4168-4179.
Askool, S. & Nakata, K. (2011). A conceptual model for acceptance of social CRM systems based on a scoping study. AI & Society, 26(3), 205-220.
Band, W., & Petouhoff, N. L. (2009). Topic overview: Social CRM goes mainstream. Forrester Research Report, No 55884.
Bernal, J. (2009). Web 2.0 and social networking for the enterprise: Guidelines and examples for implementation and management within your organization. Boston, U.S.: Pearson plc.
Bhakuni, P., & Aronkar, P. (2012). Effect of social media advertising on purchase intentions of students-an empirical study conducted in Gwalior city. International Journal of Applied Services Marketing Perspectives, 1(1), 73-79.
Chen, H. M., & Vargo, S. L. (2014). Rethinking social CRM design: A service dominant logic perspective. In Handbook of Strategic e-Business Management (pp. 767-784). Springer Berlin Heidelberg.
Choudhury, M., & Harrigan, P. (2014). CRM to social CRM: the integration of new technologies into customer relationship management. Journal of Strategic Marketing, 22(2), 149–176.
Croteau, A.M., & Li, P. (2003). Critical success factors of CRM technological initiatives. Canadian Journal of Administrative Sciences, 20(1), 21-34.
Daniel, F. (2011). Diversity as technology: A new perspective. Journal of Diversity Management, 6(2), 31-40.
DiStaso, M. W., et al. (2011). How public relations executives perceive and measure the impact of social media in their organizations. Public Relations Review, 37(3), 325-328.
Dutot, V. (2013). A new strategy for customer engagement: How do French firms use social CRM?. International Business Research, 6(9), 1913-9012.
ehmkuhl, T., & Jung, R. (2013). Towards Social CRM–Scoping the concept and guiding research. 26th Bled eConference, eInnovations: Challenges and Impacts for Individuals, Organizations and Society (pp. 9-13). Bled, Slovenia.
Greenberg, P. (2008). The impact of CRM 2.0 on customer insight. Journal of Business & Industrial Marketing, 25(6), 410-419.
Haas, F. (2012). The determinants for customer acceptance and use of Social CRM systems: Quantitative Analysis of a User Acceptance Model. 30th October, Kassel, Germany.
Harrigan, P., Soutar, G., Choudhury,M., & Lowe, M. (2014). Modelling CRM in a social media age. Australasian Marketing Journal, 23(1), 27-37.
Jutla, D., Craig, J., & Bodorik, P. (2001). Enabling and measuring electronic customer relationship management readiness. In the 34th Hawaii International Conference on System Sciences (pp. 3-6).
King, S., & Burgess, T. (2008). Understanding success and failure in customer relationship management. Industrial Marketing Management, 37(4), 421-431.
Ko, E., Kim, S., Kim, M., & Woo, J. (2008). Organizational characteristics and the CRM adoption process. Journal of Business Research, 61 (1), 65-74
Küpper, T., Jung, R., Lehmkuhl, T., Walther, S., & Wieneke, A. (2014). Performance measures for Social CRM: A literature review. 27th Bled eConference eEcosystems (pp. 1 – 5). Bled, Slovenia.
Lendel, V., & Kubina, M. (2009). New trends in customer relationship management and their application in Slovak enterprises.Trends Economics and Management, 4(6), 19-26.
Malthouse, E.C., Haenlein, M., Skiera, B., Wege, E., & Zhang, M. (2013). Managing customer relationships in the social media era: Introducing the Social CRM house. Journal of Interactive Marketing, 27 (4), 270-280.
Mendoza, L. E., Marius, A., Pérez, M., & Grimán, A. C. (2007). Critical success factors for a customer relationship management strategy. Information and Software Technology, 49(8), 913–945.
Mohan, S., Choi, E., & Min, D. (2008). Conceptual modeling of enterprise application system using social networking and Web 2.0 “Social CRM Systemˮ. International Conference on Convergence and Hybrid Information Technology (pp. 237–244). Washington, USA.
Mosadegh, M.J., Behboudi, M. (2011). Using social network paradigm for developing a coceptual framework in CRM. Australian Journal of Business and Management Research, 1(4), 63-71.
Ramirez-Medina, J.A. (2009). Enterprise 2.0 readiness index. Portland International Conference on Management of Engineering & Technology (PICMET) (pp. 2677-2684).
Reddick, C. G., & Norris, D. F. (2013). Social media adoption at the American grass roots: Web 2.0 or 1.5?. Government Information Quarterly, 30 (4), 498–507.
Reinhold, O., & Alt, R. (2011). Analytical Social CRM: Concept and tool support. 24 th Bled eConference, eFuture: Creating Solutions for the Individual, Organisations and Society (pp. 12 – 15). Bled, Slovenia.
Trainor, K.J., Andzulis, J., Rapp, A., Agnihotri, R. (2013). Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM. Journal of Business Research, 67(6), 1201–1208.
Venkatesh, V., & Bala, H. (2008). Technology acceptance model 3 and a research agenda on interventions. Decision Sciences, 39(2), 273–315.
Venkatesh, V., & Davis, F. D. (2000). A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science, 46(2), 186–204.
Venkatesh, V., Morris, M. G., Davis, G. B., & Davis, F. D. (2003). User acceptance of information technology: Toward a unified view. MIS Quarterly, 27(3), 425– 478.
Venkatesh, V., Thong, J., & Xu, X. (2012). Consumer acceptance and use of information technology: extending the unified theory of acceptance and use of technology. MIS Quarterly, 36(1), 157–178.
Wu, M., Chou, H., Weng, Y., & Huang, Y. (2011). TAM2-based study of website user behavior-Using Web 2.0 websites as an example. Wseas Transactions on Business and Economics, 8(4), 133-151.
Zhou, X. (2012). Fuzzy analytical network process implementation with matlab. MATLAB– a fundamental tool for scientific computing and engineering applications. Janeza Trdine: Rijeka, Croatia.