The study aimed to identify the impact of social media with its dimensions (communication and innovation) in managing customer relations in dental medical centers in the capital, Amman. As a data collection tool, through a survey of the centers' opinions and in a comprehensive inventory method, the number of centers that responded to the study and filled out the electronic questionnaire was (214) centers. The study concluded that there is a statistically significant effect at a significant level (??0.05) for social media with its dimensions (communication and innovation) in customer relationship management in dental medical centers in the capital, Amman. Finally, the study presented a set of recommendations, the most important of which is the continuity of the dental centers’ interest in social media in all its dimensions, which is positively reflected on the management of customer relations and enhances the continuity of its work and keeping pace with any modern applications that enable it to serve its customers in the best way.
Salam, O. (2021). Measuring the impact of digital marketing dimensions on gaining customer satisfaction: An applied study on a sample of clients of the Egyptian General Company for Tourism and Hotels (EGOTH). Practical Journal of Trade and Finance, 41(3), 107-165.
Ali, H. (2021). The impact of customer relationship management (CRM) practices on airline customer satisfaction and loyalty. Journal of Media Research, 56(5), 2213-2272.
Al-Fayoumi, M. (2022). The impact of the application of customer relationship management on improving after-sales services in mobile companies in Egypt (an empirical study). Scientific Journal of Research and Business Studies. Helwan, 36(3), 221-289.
Al-Qashash, N. (2020). The effect of using social media on developing strategic performance (a field study). Scientific Journal of Business and Environmental Studies, 11(2), 1098-1118.
Mahdi, M. (2018). The role of strategic quality management in managing customer relations (a prospective study of the opinions of a sample of bank managers in Babylon and Basra, "Al-Najaf Al-Ashraf"). Al-Ghari Journal of Economic and Administrative Sciences, 15(2), 325-346.
Al-Najjar, F., Al Najar, N., and Al-Zoubi, M. (2020). Scientific Research Methods: An Applied Perspective (5th Edition). Dar Al-Hamid for Publishing and Distribution.
Al-Hindawi, A. (2022). Customer trust as a mediating variable in the relationship between the dimensions of vendor skills and customer retention: An applied study on retail store customers in Mansoura. The Scientific Journal of Financial and Commercial Studies and Research, 3(2), 811-849.?
Abdull Rahman, N. L., Samsul, S. S., Ibrahim Brian, M. S., &Idrus, N. I. (2022). A study on the relationship between customer satisfaction towards service quality in a three-star hotels in Perlis. Voice of Academia, 18(1), 169-181.
Ahmed, Y. A., Ahmad, M. N., Ahmad, N., Zakaria, N. H. (2018). Social Media for Knowledge-Sharing: A Systematic Literature Review. Telematics and Informatics, 37, 72-112.
Al-Hazmi, N. (2021). The impact of customer relationship management on customer retention in travel and tourism organizations. Management Science Letters, 11(1), 247-252.?
Asio, S. M., & Khorasani, S. T. (2015). Social media: A platform for innovation. In IIE Annual Conference, Institute of Industrial and Systems Engineers (IISE).?
Cao, D., Meadows, M., Wong, D., & Xia, S. (2021). Understanding consumers’ social media engagement behaviour: An examination of the moderation effect of social media context. Journal of Business Research, 122, 835-846.
Chan, J. O. (2018). Customer knowledge management in the cloud ecosytem. Communications of the IIMA, 16 (2),3.
Chen, S. C., & Lin, C. P. (2019). Understanding the effect of social media marketing activities: The mediation of social identification, perceived value, and satisfaction. Technological Forecasting and Social Change, 140, 22-32.?
Chi, C. G., &Gursoy, D. (2009). Employee satisfaction, customer satisfaction, and financial performance: An empirical examination. International journal of hospitality management, 28(2), 245-253.?
Cooley, D., & Parks-Yancy, R. (2019). The effect of social media on perceived information credibility and decision making. Journal of Internet Commerce, 18(3), 249-269.?
Daft, Richard..(2010) Management (9thEd.). Cengage Learning.
De Zubielqui, G. C., Fryges, H., & Jones, J. (2019). Social media, open innovation & HRM: Implications for performance. Technological Forecasting and Social Change, 144, 334-347.?
Ebrahim, R. S. (2020). The role of trust in understanding the impact of social media marketing on brand equity and brand loyalty. Journal of Relationship Marketing, 19(4), 287-308.?
Edosomwan, S., Prakasan, S. K., Kouame, D., Watson, J., & Seymour, T. (2011). The history of social media and its impact on business. Journal of Applied Management and entrepreneurship, 16(3), 79.?
Kabue, H. W. (2021). Enhancing Customer Retention: The Role of Customer Knowledge Management. ?International Journal of Business Management and Commerce ,6(1).
Lubis, A., Dalimunthe, R., Absah, Y., & Fawzeea, B. K. (2020). The influence of customer relationship management (CRM) indicators on customer loyalty of sharia based banking system. Journal of Management and Marketing Review, 5(1), 84-92.?
Mamaqi, X. (2015). The efficiency of different ways of informal learning on firm performance: A comparison between, classroom, web 2 and workplace training. Computers in Human Behavior,51, 812-820.?
Miku?a, B. (2018). Knowledge management system in the entrerprise and customer knowledge management. Contemporary issues in economics, business and management, 19.
Moe, W. W., &Schweidel, D. A. (2017). Opportunities for innovation in social media analytics. Journal of Product Innovation Management, 34(5), 697-702.?
Montgomery, D. C., Peck, E. A., & Vining, G. G. (2006). Introduction to linear regression analysis(3rded.). John Wiley & Sons, Inc.
Mount, M., & Martinez, M. G. (2014). Social media: A tool for open innovation. California Management Review, 56(4), 124-143.?
Schivinski, B., & Dabrowski, D. (2014). The effect of social mediacommunication on consumer perceptions of brands. Journal of Marketing Communications, 22(2).
Smits, M., & Mogos, S. (2013). The impact of social media on business performance. ECIS 2013 Completed Research. https://aisel.aisnet.org/ecis2013_cr/125/
Sofi, M. R., Bashir, I., Parry, M. A., & Dar, A. (2020). The effect of customer relationship management (CRM) dimensions on hotel customer’s satisfaction in Kashmir. International Journal of Tourism Cities.
Soltani, Z., Zareie, B., Milani, F. S., & Navimipour, N. J. (2018). The impact of the customer relationship management on the organization performance. The Journal of High Technology Management Research, 29(2), 237-246.
Starcevic, S., & Sher, F. (2021). The Impact of Social Media on Knowledge Management. In 3rd Virtual International Conference Path to a Knowledge Society Managing Risks and Innovation PAKSOM, Nis,Serbia.
Strauss, J., Ansary, A. I., & Frost, R. (2003). E-marketing(4th ed.). Pearson College Division.?
Tajvidi, R., &Karami, A. (2021). The effect of social media on firm performance. Computers in Human Behavior, (115), 105174.?
Virglerova, Z., Kramolis, J., & Capolupo, N. (2022). The impact of social media use on the internationalisation of SMEs. Economics and Sociology, 15(1), 268-283.
In-Text Citation: (Dajah & Khraisat, 2022)
To Cite this Article: Dajah, S., & Khraisat, D. (2022). The Impact of Social Media on Customer Relations Management at Dental Medical Centers. International Journal of Academic Research in Business and Social Sciences, 12(11), 1802– 1817.
Copyright: © 2022 The Author(s)
Published by Knowledge Words Publications (www.kwpublications.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode
