Three condensed importance of interfunctional communication for the acceptance of CRM system

Customer relationship management (CRM) is an IT-based system that manage customer long-term relationship, and also inter-functional relationship within the organization with the ultimate purpose of creating customer value by sharing concise, sufficient, accurate, timely, and reliable information. Th...

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Autores principales:	Muhammad Ashraf, Asad Afzal Humayon, Jamil Ahmad, Mazhar Abbas
Formato:	article
Lenguaje:	EN
Publicado:	Taylor & Francis Group 2017
Materias:	crm system inter-personal interaction written interaction collaboration ease of use usefulness involvement Business HF5001-6182 Management. Industrial management HD28-70
Acceso en línea:	https://doaj.org/article/6d74e5ba015344b49193dbb2e4cb9dcf
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spelling	oai:doaj.org-article:6d74e5ba015344b49193dbb2e4cb9dcf2021-12-02T10:44:30ZThree condensed importance of interfunctional communication for the acceptance of CRM system2331-197510.1080/23311975.2017.1402474https://doaj.org/article/6d74e5ba015344b49193dbb2e4cb9dcf2017-01-01T00:00:00Zhttp://dx.doi.org/10.1080/23311975.2017.1402474https://doaj.org/toc/2331-1975Customer relationship management (CRM) is an IT-based system that manage customer long-term relationship, and also inter-functional relationship within the organization with the ultimate purpose of creating customer value by sharing concise, sufficient, accurate, timely, and reliable information. The purpose of this paper is to analyze how different kinds of communication: inter-personal interaction (IPI), written interaction (WI), and collaboration (CB) affect (i) the perceived ease of use (PEU), (ii) the perceived usefulness (PU) and ultimately (iii) the acceptance of CRM? And proposes a research model representing the relationships among WI, IPI, CB, PEU, PU, and involvement. Data collected through online survey from 210 large companies in Pakistan are analyzed. Result shows that IPI instead of collaboration has significant positive effect on PEU and PU and play important role in the acceptance of CRM system. But, WI should be viewed with more caution, because it showed negative relationship. Moreover, PEU and PU of CRM system have direct significant positive influence on involvement of marketing in the planning, implementation, and usage of CRM system that result in CRM system acceptance. The study provides theoretical and practical contributions, and also future research areas are highlighted for potential researchers.Muhammad AshrafAsad Afzal HumayonJamil AhmadMazhar AbbasTaylor & Francis Grouparticlecrm systeminter-personal interactionwritten interactioncollaborationease of useusefulnessinvolvementBusinessHF5001-6182Management. Industrial managementHD28-70ENCogent Business & Management, Vol 4, Iss 1 (2017)
institution	DOAJ
collection	DOAJ
language	EN
topic	crm system inter-personal interaction written interaction collaboration ease of use usefulness involvement Business HF5001-6182 Management. Industrial management HD28-70
spellingShingle	crm system inter-personal interaction written interaction collaboration ease of use usefulness involvement Business HF5001-6182 Management. Industrial management HD28-70 Muhammad Ashraf Asad Afzal Humayon Jamil Ahmad Mazhar Abbas Three condensed importance of interfunctional communication for the acceptance of CRM system
description	Customer relationship management (CRM) is an IT-based system that manage customer long-term relationship, and also inter-functional relationship within the organization with the ultimate purpose of creating customer value by sharing concise, sufficient, accurate, timely, and reliable information. The purpose of this paper is to analyze how different kinds of communication: inter-personal interaction (IPI), written interaction (WI), and collaboration (CB) affect (i) the perceived ease of use (PEU), (ii) the perceived usefulness (PU) and ultimately (iii) the acceptance of CRM? And proposes a research model representing the relationships among WI, IPI, CB, PEU, PU, and involvement. Data collected through online survey from 210 large companies in Pakistan are analyzed. Result shows that IPI instead of collaboration has significant positive effect on PEU and PU and play important role in the acceptance of CRM system. But, WI should be viewed with more caution, because it showed negative relationship. Moreover, PEU and PU of CRM system have direct significant positive influence on involvement of marketing in the planning, implementation, and usage of CRM system that result in CRM system acceptance. The study provides theoretical and practical contributions, and also future research areas are highlighted for potential researchers.
format	article
author	Muhammad Ashraf Asad Afzal Humayon Jamil Ahmad Mazhar Abbas
author_facet	Muhammad Ashraf Asad Afzal Humayon Jamil Ahmad Mazhar Abbas
author_sort	Muhammad Ashraf
title	Three condensed importance of interfunctional communication for the acceptance of CRM system
title_short	Three condensed importance of interfunctional communication for the acceptance of CRM system
title_full	Three condensed importance of interfunctional communication for the acceptance of CRM system
title_fullStr	Three condensed importance of interfunctional communication for the acceptance of CRM system
title_full_unstemmed	Three condensed importance of interfunctional communication for the acceptance of CRM system
title_sort	three condensed importance of interfunctional communication for the acceptance of crm system
publisher	Taylor & Francis Group
publishDate	2017
url	https://doaj.org/article/6d74e5ba015344b49193dbb2e4cb9dcf
work_keys_str_mv	AT muhammadashraf threecondensedimportanceofinterfunctionalcommunicationfortheacceptanceofcrmsystem AT asadafzalhumayon threecondensedimportanceofinterfunctionalcommunicationfortheacceptanceofcrmsystem AT jamilahmad threecondensedimportanceofinterfunctionalcommunicationfortheacceptanceofcrmsystem AT mazharabbas threecondensedimportanceofinterfunctionalcommunicationfortheacceptanceofcrmsystem
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Three condensed importance of interfunctional communication for the acceptance of CRM system

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