文章基本信息

标题：A CONCEPTUAL FRAMEWORK OF CRM ADOPTION AMONG PALESTINIAN SMES
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作者：OMAR HASAN SALAH ; ZAWIYAH MOHAMMAD YUSOF ; HAZURA MOHAMED 等
期刊名称：Journal of Theoretical and Applied Information Technology
印刷版ISSN：1992-8645
电子版ISSN：1817-3195
出版年度：2019
卷号：97
期号：8
页码：2254-2267
出版社：Journal of Theoretical and Applied
摘要：Customer relationship management (CRM) is the concept of using process, information, technology, and people to manage the organization�s interactions with customers. SMEs have to implement CRM practices into their business to achieve competitive advantage over its rivals. The adoption rate of CRM among SMEs in developing countries is low due to the absence of some important factors to guide the adoption of CRM. A pilot study was undertaken to investigates the effect of technological, organizational, and environmental factors on CRM adoption in developing countries, specifically in Palestinian SMEs. This study uses a quantitative approach by employing questionnaire to collect data from 35 randomly sampled participants from different managerial levels who were requested to answer questionnaire items online. Out of the 35 questionnaires distributed, 33 were returned and three questionnaires were rejected. The results show that compatibility, IT infrastructure, complexity, relative advantage, security, top Management Support, information policies, employee engagement financial resources, customer pressure and competitive pressure are capable of acting as a predictor for CRM adoption among Palestinian SMEs.
关键词：Customer relationship management system; Palestine; small and medium enterprise; Diffusion of Innovation (DOI); Technology�Organization�Environment (TOE); Resource-based View (RBV).