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N. L. H. T. Nguyen

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Open access Sep 2026

The effect of social CRM capability components on service innovation in Vietnamese commercial banks: The mediating role of customer knowledge

Type of the article: Research ArticleAbstractCommercial banks invest heavily in social media to manage customer relationships; however, it remains unclear which components of social CRM capability drive service innovation and through what mechanism. This study aims to determine how each component of social CRM capabili...

T. H. Nguyen, T. Pham, N. L. H. T. Nguyen · 0 citations

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