Reflections on “social media: Influencing customer satisfaction in B2B sales” and a research agenda

• Main Authors: Christodoulides, G. (Author), Nunan, D. (Author), Schivinski, B. (Author), Sibai, O. (Author)
• Format: Article
• Language: English
• Published: Elsevier Inc. 2018
• Subjects: B2B; Sales; Social media; Value creation
• Online Access: View Fulltext in Publisher
• ISBN: 00198501 (ISSN)
• DOI: 10.1016/j.indmarman.2018.03.009

Given the indirect role of social media in value creation, the article “Social media: Influencing customer satisfaction in B2B sales” by Agnihotri, Dingus, Hu, and Krush (2016) is notable for highlighting the role of social media as an antecedent to value generation within the sales process. Considering the fast pace at which knowledge of the impact of social media within B2B sales is developing, we critically appraise Agnihotri et al.'s work and position it within the emerging literature on social media communication in the sales process. We conclude with a research agenda identifying a diverse set of new directions for investigating social media within the sales process. © 2018 Elsevier Inc.