Evaluating effects of mobile CRM on employees' performance

Title
Evaluating effects of mobile CRM on employees' performance
Author(s)
김창수In Seok Lee[In Seok Lee]Tao Wang[Tao Wang]Mirsobit Mirusmonov[Mirsobit Mirusmonov]
Keywords
CUSTOMER RELATIONSHIP MANAGEMENT; INFORMATION-SYSTEMS SUCCESS; SATISFACTION; IMPLEMENTATION; MODEL; INTEGRATION; SERVICE; DIMENSIONS; COMMERCE; DELONE
Issue Date
201505
Publisher
EMERALD GROUP PUBLISHING LIMITED
Citation
INDUSTRIAL MANAGEMENT & DATA SYSTEMS, v.115, no.4, pp.740 - 764
Abstract
Purpose - The purpose of this paper is to examine employees' personal performance after mobile customer relationship management (m-CRM) use based on an updated model of information system (IS) success. The authors also investigate whether personal performance of employees varies according to the period of m-CRM use. Design/methodology/approach - Bootstrapping is employed to analyze data collected from a survey of firms using m-CRM. The survey targeted executives and staff members in departments related to the development and application of m-CRM systems. Findings - The results indicate that some of the factors had no significant effect on employees' personal performance through employee satisfaction and system use as mediators. Overall, however, the three types of quality had significant effects on employees' personal performance through employee satisfaction and system use. Practical implications - The study provides a number of strategies that managers or executives might deploy within organizations to improve employees' personal performance through the implementation of m-CRM systems. It is of paramount importance for managers or executives to develop m-CRM systems that provide high-quality information and service including sufficient customer-based analysis, up-to-date customer information, barrier-free design and personalized service. Originality/value - It is the first study to empirically test the role of m-CRM characteristics in predicting employees' personal performance. This study will not only add contribution to the DeLone and McLean's theory, but also contribute to the IS literature in IS success. The findings will also provide useful insights for guiding managers or executives in formulating and executing effective strategies to enhance the level of m-CRM use and employee satisfaction which in turn promote personal performance.
URI
http://hdl.handle.net/YU.REPOSITORY/32540http://dx.doi.org/10.1108/IMDS-08-2014-0245
ISSN
0263-5577
Appears in Collections:
경영대학 > 경영학과 > Articles
Files in This Item:
There are no files associated with this item.
Export
RIS (EndNote)
XLS (Excel)
XML


qrcode

Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.

BROWSE