|
ECITE:
European Conference on Information Technology Evaluation
| |
A
Behavioural Approach to CRM Systems Evaluation,
Rachel McCalla, Jean-Noël Ezingeard and Kevin Money, Henley
Management College, UK
www.henleymc.ac.uk,
Rachel.McCalla@Henleymc.ac.uk,
Jean-Noel.Ezingeard@Henleymc.ac.uk,
Kevin.Money@Henleymc.ac.uk |
 |
|
|
|
|
ABSTRACT
The literature on technology
acceptance and emotions is reviewed in a bid to investigate the human
aspects of CRM systems evaluation. Specifically it is argued that taking
into account more intricate human dimensions in system evaluation might
lead to a more comprehensive realisation of benefits for an organisation.
A research agenda is scoped and presented alongside a conceptual,
behaviours based evaluation framework for CRM systems. The intention is to
add value to CRM evaluation exercises by providing organisations with a
way of considering employee alignment with CRM IS in a bid to realise
business benefits.
Keywords: CRM, IT
evaluation, Behaviours, Emotions, Technology acceptance, Conceptual
framework |
|
