Journal article
Implementation team responsiveness and user evaluation of customer relationship management: A quasi-experimental design study of social exchange theory
Journal of management information systems, v 19(1), pp 47-69
01 Jul 2002
Featured in Collection : UN Sustainable Development Goals @ Drexel
Abstract
Customer relationship management systems require extensive configuration during which users come into extensive contact with the technical implementation team. Previous research examining other enterprise resource planning modules has shown that user perception of the responsiveness of such teams, as an indicator of a possible social exchange, is significantly associated with an increased favorable assessment of the new system and ultimately its adoption, the reason being that perceived responsiveness creates a constructive social exchange. However, previous research, using survey data alone, did not examine causation. The objective of this study is to examine, suing a quasi-experimental design, whether different degrees of actual responsiveness in different sites during CRM implementation result in significant differences in the users' favorable assessment of the correctness and ultimately their approval of a new CRM.
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Details
- Title
- Implementation team responsiveness and user evaluation of customer relationship management: A quasi-experimental design study of social exchange theory
- Creators
- David GefenCatherine Ridings
- Publication Details
- Journal of management information systems, v 19(1), pp 47-69
- Publisher
- Taylor & Francis Ltd
- Resource Type
- Journal article
- Language
- English
- Academic Unit
- Decision Sciences (and Management Information Systems)
- Web of Science ID
- WOS:000176356800003
- Scopus ID
- 2-s2.0-0036607545
- Other Identifier
- 991019170572004721
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- Collaboration types
- Domestic collaboration
- Web of Science research areas
- Computer Science, Information Systems
- Information Science & Library Science
- Management