search query: @freeterm Social exchange theory / total: 6
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| Author: | Gefen, D. Ridings, C. M. |
| Title: | Implementation team responsiveness and user evaluation of customer relationship management: a quasi-experimental design study of social exchange theory |
| Journal: | Journal of Management Information Systems
2002 : SUMMER, VOL. 19:1, p. 47-69 |
| Index terms: | CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IMPLEMENTATION TEAM WORK |
| Freeterms: | SOCIAL EXCHANGE THEORY |
| Language: | eng |
| Abstract: | Customer Relationship Management (CRM) systems require extensive configuration during which users come into extensive contact with the technical implementation team. The objective of this study is to examine, using 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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