S. S. Abed, Y. K. Dwivedi, and M. D. Williams, Social media as a bridge to ecommerce adoption in SMEs: A systematic literature review. The Marketing Review, vol.15, pp.39-57, 2015.

G. Abeza, N. O'reilly, and I. Reid, Relationship marketing and social media in sport, International Journal of Sport Communication, vol.6, issue.2, pp.120-142, 2013.

A. Ahani, N. Z. Rahim, and M. Nilashi, Forecasting social CRM adoption in SMEs: A combined SEM-neural network method, Computers in Human Behavior, vol.75, pp.560-578, 2017.

A. A. Alalwan, N. P. Rana, Y. K. Dwivedi, and R. Algharabat, Social media in marketing: A review and analysis of the existing literature, 2017.

S. Askool and K. Nakata, A conceptual model for acceptance of social CRM systems based on a scoping study, vol.26, pp.205-220, 2011.

P. R. Berthon, L. F. Pitt, K. Plangger, and D. Shapiro, Marketing meets Web 2.0, social media, and creative consumers: Implications for international marketing strategy, Business horizons, vol.55, issue.3, pp.261-271, 2012.

A. Bhattacherjee, Social science research: Principles, methods, and practices, 2012.

M. M. Choudhury and P. Harrigan, CRM to social CRM: the integration of new technologies into customer relationship management, Journal of Strategic Marketing, vol.22, issue.2, pp.149-176, 2014.

K. S. Coulter and A. Roggeveen, Consumer responses to word-ofmouth communication in on-line social networks, Management Research Review, vol.35, issue.9, pp.878-899, 2012.

S. Diffley, P. Mccole, and E. Trujillo, Examining social customer relationship management among Irish hotels, International Journal of Contemporary Hospitality Management, pp.0-00, 2018.

Y. K. Dwivedi, N. P. Rana, M. Tajvidi, B. Lal, G. P. Sahu et al., Exploring the Role of Social Media in e-Government: an Analysis of Emerging Literature, Proceedings of the 10th International Conference on Theory and Practice of Electronic Governance, pp.97-106, 2017.

Y. Dwivedi and Z. Irani, Understanding the adopters and non-adopters of broadband, Communications of the ACM, vol.52, issue.1, pp.122-125, 2009.

N. Hajli, M. Shanmugam, S. Papagiannidis, D. Zahay, and M. O. Richard, Branding co-creation with members of online brand communities, Journal of Business Research, vol.70, pp.136-144, 2017.

P. Harrigan and M. Miles, From e-CRM to s-CRM. Critical factors underpinning the social CRM activities of SMEs, Small Enterprise Research, vol.21, issue.1, pp.99-116, 2014.

P. Harrigan, U. Evers, M. Miles, and T. Daly, Customer engagement with tourism social media brands, Tourism Management, vol.59, pp.597-609, 2017.

P. Harrigan, G. Soutar, M. M. Choudhury, and M. Lowe, Modelling CRM in a social media age, Australasian Marketing Journal (AMJ), vol.23, issue.1, pp.27-37, 2015.

E. Jaakkola, A. Helkkula, and L. Aarikka-stenroos, Service experience co-creation: conceptualization, implications, and future research directions, Journal of Service Management, vol.26, issue.2, pp.182-205, 2015.

S. Jayachandran, S. Sharma, P. Kaufman, and P. Raman, The role of relational information processes and technology use in customer relationship management, Journal of marketing, vol.69, issue.4, pp.177-192, 2005.

K. K. Kapoor, K. Tamilmani, N. P. Rana, P. Patil, Y. K. Dwivedi et al., Advances in Social Media Research: Past, Present and Future, vol.20, pp.531-558, 2018.

R. B. Kline, Principles and Practice of Structural Equation Modelling, 2005.

P. S. Leeflang, P. C. Verhoef, P. Dahlström, and T. Freundt, Challenges and solutions for marketing in a digital era, European management journal, vol.32, issue.1, pp.1-12, 2014.

X. Y. Leung, B. Bai, and K. A. Stahura, The marketing effectiveness of social media in the hotel industry: A comparison of Facebook and Twitter, Journal of Hospitality & Tourism Research, vol.39, issue.2, pp.147-169, 2015.

J. Mccarthy, J. Rowley, J. Ashworth, C. Pioch, and E. , Managing brand presence through social media: the case of UK football clubs, Internet Research, vol.24, issue.2, pp.181-204, 2014.

D. Mccole, Seasonal employees: The link between sense of community and retention, Journal of Travel Research, vol.54, issue.2, pp.193-205, 2015.

W. J. Orlikowski and J. J. Baroudi, Studying information technology in organizations: Research approaches and assumptions. Information systems research, vol.2, pp.1-28, 1991.

M. A. Shareef, B. Mukerji, Y. K. Dwivedi, N. P. Rana, and R. Islam, Social media marketing: Comparative effect of advertisement sources, Journal of Retailing and Consumer Services, 2017.

P. J. Starkey-lewis, J. Dear, V. Platt, K. J. Simpson, D. G. Craig et al., Circulating microRNAs as potential markers of human drug-induced liver injury, Hepatology, vol.54, issue.5, pp.1767-1776, 2011.

K. J. Trainor, J. M. Andzulis, A. Rapp, and R. Agnihotri, Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM, Journal of Business Research, vol.67, issue.6, pp.1201-1208, 2014.

T. Tuten and M. Solomon, Social media marketing. 2. painos. Great Britain, 2015.

Z. Wang and H. G. Kim, Can social media marketing improve customer relationship capabilities and firm performance? Dynamic capability perspective, Journal of Interactive Marketing, vol.39, pp.15-26, 2017.

K. J. Trainor, Relating social media technologies to performance: A capabilitiesbased perspective, Journal of Personal Selling and Sales Management, vol.32, issue.3, pp.317-331, 2012.

S. Diffley and P. Mccole, Extending customer relationship management into a social context, The Service Industries Journal, vol.35, pp.591-610, 2015.

L. Y. Sin, A. C. Tse, and F. H. Yim, CRM: Conceptualization and scale development, European Journal of Marketing, vol.39, pp.11-12, 2005.

C. Giannakis-bompolis and C. Boutsouki, Customer relationship management in the era of social web and social customer: an investigation of customer engagement in the Greek retail banking sector, Procedia-Social and Behavioral Sciences, vol.148, pp.67-78, 2014.

A. A. Alalwan, Y. K. Dwivedi, N. P. Rana, and M. D. Williams, Consumer adoption of mobile banking in Jordan: examining the role of usefulness, ease of use, perceived risk and self-efficacy, Journal of Enterprise Information Management, vol.29, issue.1, pp.118-139, 2016.

R. Algharabat, A. A. Alalwan, N. P. Rana, and Y. K. Dwivedi, Three dimensional product presentation quality antecedents and their consequences for online retailers: The moderating role of virtual product experience, Journal of Retailing and Consumer Services, vol.36, pp.203-217, 2017.

R. Algharabat, N. P. Rana, Y. K. Dwivedi, A. A. Alalwan, and . Qasem, Z: The effect of telepresence, social presence and involvement on consumer brand engagement: An empirical study of non-profit organizations, Journal of Retailing and Consumer Services, vol.40, pp.139-149, 2018.

A. A. Alalwan, Y. K. Dwivedi, N. P. Rana, and R. Algharabat, Examining factors influencing Jordanian customers' intentions and adoption of internet banking: Extending UTAUT2 with risk, Journal of Retailing and Consumer Services, vol.40, pp.125-138, 2018.

Y. K. Dwivedi, N. P. Rana, M. Janssen, B. Lal, M. D. Williams et al., An empirical validation of a unified model of electronic government adoption (UMEGA), Government Information Quarterly, vol.34, issue.2, pp.211-230, 2017.

Y. K. Dwivedi, N. P. Rana, A. Jeyaraj, M. Clement, and M. D. Williams, Reexamining the Unified Theory of Acceptance and Use of Technology (UTAUT): Towards a Revised Theoretical Model, Information Systems Frontiers, 2017.

M. A. Shareef, B. Mukerji, M. A. Alryalat, A. Wright, and Y. K. Dwivedi, Advertisements on Facebook: Identifying the persuasive elements in the development of positive attitudes in consumers, Journal of Retailing and Consumer Services, vol.43, pp.258-268, 2018.