Implementation Team Responsiveness and User Evaluation of Customer Relationship Management: A Quasi-Experimental Design Study of Social Exchange Theory.

Author List: Gefen, David; Ridings, Catherine M.;
Journal of Management Information Systems, 2002, Volume 19, Issue 1, Page 47-69.
Customer Relationship Management (CRM) systems require extensive configuration during which users come into extensive contact with the technical implementation team. Previous research examining other Enterprise Resource Planning (ERP) 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, 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. The data support these hypotheses, but show that the downstream effects of actual responsiveness are mediated by perceived responsiveness. Implications concerning the social exchange relationship during CRM adoption are discussed.
Keywords: Customer Relationship Management. Enterprise Resource Planning; social exchange theory
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#276 0.171 satisfaction information systems study characteristics data results using user related field survey empirical quality hypotheses important success various indicate tested
#251 0.120 implementation erp enterprise systems resource planning outcomes support business associated understanding benefits implemented advice key implementing scope functional post-implementation implementations
#293 0.117 values culture relationship paper proposes mixed responsiveness revealed specific considers deployment results fragmentation simultaneously challenges explain attribute building indicated obtain
#234 0.113 social networks influence presence interactions network media networking diffusion implications individuals people results exchange paper sites evidence self-disclosure important examine
#220 0.095 research study different context findings types prior results focused studies empirical examine work previous little knowledge sources implications specifically provide
#284 0.089 users user new resistance likely benefits potential perspective status actual behavior recognition propose user's social associated existing base using acceptance
#288 0.071 customer customers crm relationship study loyalty marketing management profitability service offer retention it-enabled web-based interactions operations sales strategy channels set
#275 0.062 perceptions attitudes research study impacts importance perceived theory results perceptual perceive perception impact relationships basis significant positive reported common individuals