Abstract
As an emerging social media, WeChat has brought a shock both theoretically and practically, which caused the shift of service mode and content. However, research on WeChat application and its impacts on performance at firm level are rare. This study examines how WeChat use influence firm performance through customer relationship management (CRM) capability, and value co-creation. Partial least squares (PLS) were used to analyze the 240 data collected. Results indicate that Wechat use has a significant impact on value co-creation, and both value co-creation and CRM capability are significantly related to firm performance. Implications and conclusions and discussed.
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