Investigating the effect of the social customer relationship management (CRM) on customers and financial performance

Ali B Abduljabar Al mashahedi · Jing Zhang · Sinan Harjan ORCID ↗

International Journal of Research in Business and Social Science · 2021 · Vol. 10 / Issue 1 · 235-245

Research reach

Publication metrics

Dimensions ↗OpenAlex search ↗Mendeley search ↗Google Scholar ↗

External links open provider records or DOI searches. Provider counts are not combined. Mendeley readership measures saves, not citations.

Dimensions

Live provider badge. If unavailable, use the Dimensions link above.

CROSSREF CITATIONS3

Observed 21 Oct 2026, 07:22 UTC

OpenAlex · Citations5Cached provider observation

Observed 22 Oct 2026 02:50 UTC

Mendeley · Readers24Cached provider observation

Observed 22 Oct 2026 02:50 UTC

OpenAlex and Mendeley observations refresh on article visits, at most once per 24 hours. Unavailable data is not zero. Google Scholar opens a DOI search.

OpenAlex / Citation year

Citations received by this article, grouped by the year of the citing work. Crossref and OpenAlex lifetime totals remain separate in Publication metrics.

2017–2026 Annual history last updated: 22 Oct 2026, 02:50 UTC

Citations received

OpenAlex · year of the citing work

OpenAlex

2017–2026 annual-history window. 2026 is year to date. Unknown years have gaps.

View data & coverage

OpenAlex · Citations received by year

View openalex · citations received by year data & coverage

Citation year	Journal / scope	OpenAlex · Citations received by year	Publications	Annual history known
2017	This article	0	1	1/1
2018	This article	0	1	1/1
2019	This article	0	1	1/1
2020	This article	0	1	1/1
2021	This article	0	1	1/1
2022	This article	1	1	1/1
2023	This article	2	1	1/1
2024	This article	1	1	1/1
2025	This article	1	1	1/1
2026	This article	0	1	1/1

2026 is incomplete. Within a successfully fetched ten-year window, omitted years mean zero. Years beyond a saved observation’s window remain unknown (—). Older citations are excluded, so this chart’s sum may differ from the OpenAlex lifetime total. The date above belongs to this annual history; an unsuccessful refresh keeps the previous observation.

Overview

Abstract

This research aims to investigate the effect of the social customer relationship management (CRM) process on achieving superior levels of costumers and financial performance. The object of this research is the Iraqi firms at the Iraqi environment market, while the subject is more than 200 respondents. Six variables from the research data were gathered through an instrument model invalid form that structured to be measured through reliable questionnaires. Statistical Analysis of the research data used partial least squares structural equation modeling with the significance in accordance with the output of SPSS 22.0. The findings indicate that the social CRM technologies of the firms improve the innovation activities on Both (services and products). This has a positive effect on the ability to achieve high performance through building customer-linking capabilities by adopting innovations, resulting in higher levels of efficiency. In exchange, higher levels of consumer contribution lead to having positive levels of customer and financial performance.

Authors & affiliations

Ali B Abduljabar Al mashahedi
Affiliation not supplied

Jing Zhang
Affiliation not supplied

Sinan Harjan
Affiliation not supplied

Deposited references

Supplied references, not a list of publications citing this article.

DOI: 10.20525/ijrbs.v8i6.531

DOI: 10.2753/PSS0885-3134320110

DOI: 10.1177/002224377701400320

DOI: 10.20525/ijrbs.v9i6.914

DOI: 10.1177/014920639101700108

DOI: 10.1016/j.lrp.2012.10.001

DOI: 10.1080/19368620802594193

DOI: 10.1080/0965254X.2014.920905

DOI: 10.1108/IJCHM-08-2013-0373

DOI: 10.1108/09596110910948288

DOI: 10.1016/j.ijhm.2012.03.009

DOI: 10.1108/IJCHM-10-2014-0526

DOI: 10.1007/978-3-642-39747-9_32

DOI: 10.1016/j.indmarman.2011.03.001

DOI: 10.1080/0965254X.2013.876069

DOI: 10.1016/j.ijhm.2013.04.005

DOI: 10.1057/palgrave.fsm.4760065

DOI: 10.1108/03090561311306877

DOI: 10.1111/j.1467-6486.2008.00814.x

DOI: 10.1177/002224299405800404

DOI: 10.1080/02642069.2015.1062882

DOI: 10.3152/147154301781781688

DOI: 10.1007/s11747-010-0194-5

DOI: 10.1177/1470593111408179

DOI: 10.1108/IJCHM-08-2015-0435

DOI: 10.1108/IJCHM-10-2014-0510

DOI: 10.1108/IJCHM-02-2015-0057

DOI: 10.2307/41166664

DOI: 10.1007/978-3-319-03973-2_20

DOI: 10.1007/s11747-012-0308-3

DOI: 10.3926/oss.37

DOI: 10.2753/MTP1069-6679190202

DOI: 10.1177/1094670510375460

DOI: 10.1108/MD-08-2012-0582

DOI: 10.1016/j.indmarman.2011.10.002

DOI: 10.1509/jm.09.0486

DOI: 10.1016/S0148-2963(03)00109-7

DOI: 10.1108/IJCHM-04-2015-0192

DOI: 10.20525/ijrbs.v9i6.914

DOI: 10.1509/jmkg.2005.69.4.177

DOI: 10.1080/15022250.2015.1062269

DOI: 10.1108/IJCHM-03-2014-0151

DOI: 10.1108/IJCHM-04-2015-0177

DOI: 10.1108/IJCHM-01-2014-0011

DOI: 10.1016/j.dss.2009.07.006

DOI: 10.1177/0276146708325382

DOI: 10.1108/IJCHM-05-2014-0227

DOI: 10.4324/9781315699035

DOI: 10.1016/j.jretai.2006.10.002

DOI: 10.1108/03090560910989957

DOI: 10.1016/S0148-2963(03)00075-4

DOI: 10.1362/147539209X469308

DOI: 10.1007/s11747-007-0066-9

DOI: 10.1108/IJCHM-06-2014-0278

DOI: 10.1108/MSQ-03-2013-0046

DOI: 10.1016/j.ijhm.2007.02.003

DOI: 10.1108/JSBED-01-2012-0013

DOI: 10.1111/j.1467-8551.2010.00694.x

DOI: 10.1177/1094670510385332

DOI: 10.1080/13683500.2013.805734

DOI: 10.1108/IJCHM-12-2013-0582

DOI: 10.1362/026725706776022272

DOI: 10.1007/s11747-007-0070-0

DOI: 10.2307/3111440

DOI: 10.1037/0021-9010.88.5.879

DOI: 10.1016/j.tourman.2004.06.012

DOI: 10.1108/IJCHM-10-2015-0617

DOI: 10.1108/IJCHM-04-2014-0176

DOI: 10.1007/s11747-011-0247-4

DOI: 10.4324/9781315753737

DOI: 10.1016/j.jbusres.2009.11.002

DOI: 10.1016/j.ijresmar.2009.08.001

DOI: 10.1080/13683500.2015.1078781

DOI: 10.1016/j.tourman.2010.05.020

DOI: 10.1007/978-3-319-28231-2_23

Sinan Abdullah Harjan & Min Teng & Sayyed Sadaqat Hussain Shah & Jamal Hadash Mohammed, 2019. Political Connections and Cost of Debt Financing: Empirical Evidence from China, International Journal of Economics and Financial Issues, Econjournals, 9(1), 212-216.

DOI: 10.1016/j.jbusres.2016.01.009

DOI: 10.1002/smj.640

DOI: 10.1108/IJCHM-10-2015-0552

DOI: 10.2753/PSS0885-3134320303

DOI: 10.1016/j.jbusres.2013.05.002

DOI: 10.1177/1094670508324260

DOI: 10.1016/j.emj.2008.04.003

DOI: 10.1108/IJCHM-05-2015-0238

DOI: 10.1177/1938965511426562

DOI: 10.1111/j.1468-2370.2007.00201.x

DOI: 10.1108/09596111011013499

DOI: 10.1057/dbm.2011.7

DOI: 10.1177/0092070303255379

DOI: 10.1108/IJCHM-06-2015-0290

DOI: 10.1108/09596111011018151