| dc.description.abstract | The business environment, especially in the culinary industry, is experiencing a decline in sales due to policies
limiting people's activities caused by the natural phenomenon of the Covid-19 health crisis. Social media-resonance
relationship capability becomes a solution when a company encounters problems caused by non-competitors,
where the company can still reach and interact with customers through social media even if they cannot meet
directly. This study analyzed the impact of social media-resonance relationship capability on the relationship
between Social customer relationship management and the performance of fast food company at Cbezt restaurant
in East Java. The samples for this study were all Cbezt restaurant managers spread throughout the region, namely
East Java, Central Java, Bali, Sulawesi, and Kalimantan. All 154 Cbezt restaurant managers in East Java.The data
of this study were collected are processed using theStructural Equation Modelling Analysis Of A Moment Structures.
The results of this study showed that social media-resonance relationship capability and environmental turbulence
mediated the influence of social CRM on corporate performance. Social CRM was found to directly significantly
affected social media-resonance relationship capability. Furthermore, Social customer relationship management
significantly affected the environmental turbulence, while social media-resonance relationship capability significantly
and environmental turbulencesignificantly affectedcompany performance. This study also highlighted that social
customer relationship management did not affect company performance since company performance will be greater
through the roles of mediating variables. | en_US |
