Social Customer Relationship Management (SCRM) has revolutionized the interaction between companies and customers, creating new opportunities and challenges for both parties. This study aims to present an innovative model for identifying the dimensions and components of SCRM. The data were collected based on a qualitative research design utilizing the meta-synthesis method, following the seven steps outlined by Sandelowski and Barroso (2007). Considering the relevance to the research topic and the quality of sources, 31 studies were selected for the final evaluation. To assess the reliability of the findings, the kappa coefficient for inter-coder agreement was used, resulting in a kappa value of 0.79. The results, analyzed using MAXQDA20 software, 2 dimensions, 6 categories, and 16 concepts identified. The company-focused dimension included 3 categories: factors influencing adoption, inhibitors, and outcomes of implementation. Similarly, the customer-focused dimension identified 3 categories: factors influencing adoption, inhibitors, and outcomes of implementation. Ultimately, a comprehensive model for SCRM was developed. The results of this research can be utilized by academic references as well as companies and consumers.

中文翻译：

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为社交客户关系管理提供创新模型：元综合方法


社交客户关系管理（SCRM）彻底改变了公司与客户之间的互动方式，为双方创造了新的机遇和挑战。本研究旨在提出一种创新模型来识别 SCRM 的维度和组件。数据是根据利用元综合方法的定性研究设计收集的，遵循 Sandelowski 和 Barroso (2007) 概述的七个步骤。考虑到与研究主题的相关性和来源的质量，最终选择了31项研究进行评估。为了评估研究结果的可靠性，使用了编码器间一致性的 kappa 系数，得出的 kappa 值为 0.79。使用 MAXQDA20 软件对结果进行分析，识别出 2 个维度、6 个类别和 16 个概念。以公司为中心的维度包括 3 类：影响采用的因素、阻碍因素和实施结果。同样，以客户为中心的维度确定了 3 类：影响采用的因素、阻碍因素和实施结果。最终，开发了 SCRM 的综合模型。这项研究的结果可供学术参考、公司和消费者使用。