Keywords: Online reputation
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Journal Articles
Strategic Direction (2023) 39 (6): 20–22.
Published: 16 May 2023
... and places the articles in context. Findings The study shows that CRM drives a firm’s online reputation management strategy. CRM usage has a positive effect on brand equity. However, only under the right circumstances online reputation management enhances brand equity. Originality/value The briefing...

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