지원사업
학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2014.11
- 수록면
- 117 - 131 (15page)
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초록· 키워드
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The purpose of this study is to examine major factors affecting the e-CRM success. The e-CRM influence factors are identified as organizational perspective(process support, management support, and employee support) and resource-based perspective(customer orientation and technology orientation). This study investigates the relationship between e-CRM influence factors and e-CRM satisfaction and the relationship between e-CRM satisfaction and e-CRM success. We collected 171 questionnaires from e-CRM users, and analyzed the research model by AMOS 18.0. The results of this study are as follows. Firstly, process support, management support, employee support, and technology orientation had a positive effect on the e-CRM satisfaction, but the customer orientation had not an effect on e-CRM satisfaction. Secondly, e-CRM satisfaction positively influenced e-CRM success. This study would provide companies with valuable guidelines for the implementation and introduction of e-CRM systems.
목차
Abstract
Ⅰ. Introduction
Ⅱ. Literature review and research design
Ⅲ. Methodology
Ⅳ. Results
Ⅴ. Conclusion
References
참고문헌 (35)
참고문헌 신청
1. [학술지(정기간행물)] - Becker, J. U. / 2009 / The Impact of Technological and Organizational Implementation of CRM on Customer Acquisition, Maintenance, and Retention / International of Research in Marketing 26 : 207 ~ 215
2. [학술지(정기간행물)] - Campbell, A. J. / 2003 / Creating Customer Knowledge Competence: Managing Customer Relationship Management Programs Strategically / Industrial Marketing Management 32 : 375 ~ 383
3. [학술지(정기간행물)] - Chuang, S. H. / 2013 / The Roles of Infrastructure Capability and Customer Orientation in Enhancing Customer-Information Quality In CRM Systems: Empirical Evidence from Taiwan / International Journal of Information Management 33 : 271 ~ 281
4. [학술지(정기간행물)] - Devaraj, S. / 2003 / Performance Impacts of Information Technology: Is Actual Usage the Missing Link? / Management Science 49 (3) : 273 ~ 289
5. [학술지(정기간행물)] - Doherty, N. F. / 2012 / Factors Affecting the Successful Realisation of Benefits From Systems Development Projects: Findings from Three Case Studies / Journal of Information Technology 27 : 1 ~ 16
2. [학술지(정기간행물)] - Campbell, A. J. / 2003 / Creating Customer Knowledge Competence: Managing Customer Relationship Management Programs Strategically / Industrial Marketing Management 32 : 375 ~ 383
3. [학술지(정기간행물)] - Chuang, S. H. / 2013 / The Roles of Infrastructure Capability and Customer Orientation in Enhancing Customer-Information Quality In CRM Systems: Empirical Evidence from Taiwan / International Journal of Information Management 33 : 271 ~ 281
4. [학술지(정기간행물)] - Devaraj, S. / 2003 / Performance Impacts of Information Technology: Is Actual Usage the Missing Link? / Management Science 49 (3) : 273 ~ 289
5. [학술지(정기간행물)] - Doherty, N. F. / 2012 / Factors Affecting the Successful Realisation of Benefits From Systems Development Projects: Findings from Three Case Studies / Journal of Information Technology 27 : 1 ~ 16
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