Issue

Vol. 12 No. 2 (2025): December

Date Log

Submitted
16 May 2025
Accepted
22 September 2025
Published
3 October 2025

Copyright (c) 2025 Fadhila Rianda Putra, Tengku Ezni Balqiah (Author)

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This work is licensed under a Creative Commons Attribution 4.0 International License.

Does Social Media Drive Business Performance? Investigation of Top Management Team in Inspection Services Companies

https://doi.org/10.24252/minds.v12i2.56850
Fadhila Rianda Putra
Universitas Indonesia, Indonesia
Tengku Ezni Balqiah
Universitas Indonesia, Indonesia

Corresponding Author(s) : Fadhila Rianda Putra

[email protected]

Jurnal Minds: Manajemen Ide dan Inspirasi, Vol. 12 No. 2 (2025): December

Abstract










Social media has become a transformative force in both B2C and B2B marketing. This study contributes novel insights by integrating top management participation, absorptive capacity, and customer relationship management capabilities (CRMC) into a single framework to explain how social media marketing (SMM) assimilation shapes firm performance in resource-constrained B2B service contexts. Focusing on inspection service companies in Indonesia, we examine the influence of Top Management Team participation on SMM assimilation, with absorptive capacity as a moderator and CRMC as a mediator. Using a quantitative design and Partial Least Squares Structural Equation Modeling (PLS-SEM) on 222 respondents across 74 business units, findings show that SMM assimilation affects performance differently across marketing functions, strengthening sales through pricing and channels while primarily enhancing relationships via product and promotion. Results confirm that absorptive capacity enhances managerial impact and CRMC mediates performance outcomes. The implications guide managers in strengthening digital competitiveness within inspection service firms.








Keywords

Top Management Team Absorptive Capacity Sosial Media Marketing Assimilation Business Performance Customer Relationship Management Capabilities
Putra, F. R., & Balqiah, T. E. (2025). Does Social Media Drive Business Performance? Investigation of Top Management Team in Inspection Services Companies. Jurnal Minds: Manajemen Ide Dan Inspirasi, 12(2), 605–620. https://doi.org/10.24252/minds.v12i2.56850
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Author Biographies

Fadhila Rianda Putra, Universitas Indonesia

Management Department, Faculty of Economics and Business

Tengku Ezni Balqiah, Universitas Indonesia

Management Department,

Faculty of Economics and Business

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