TY - JOUR
T1 - Understanding CRM adoption stages
T2 - empirical analysis building on the TOE framework
AU - Cruz-Jesus, Frederico
AU - Pinheiro, Andreia
AU - Oliveira, Tiago
N1 - Cruz-Jesus, F., Pinheiro, A., & Oliveira, T. (2019). Understanding CRM adoption stages: empirical analysis building on the TOE framework. Computers in Industry, 109(August), 1-13. https://doi.org/10.1016/j.compind.2019.03.007
PY - 2019/8/1
Y1 - 2019/8/1
N2 - Despite the considerable benefits of CRM, there is a paucity of research considering CRM adoption stages (evaluation, adoption, and routinization). Thus, we developed a conceptual model using the technology-organisation-environment (TOE) framework to examine the antecedents that affect CRM adoption stages in firms. We used partial least squares structural equation modelling (PLS-SEM) with data from 277 firms to test the conceptual model. Data quality and integration, top management support and competitive pressure positively influence CRM evaluation. Technology competence, data quality and integration, top management support and CRM evaluation positively influence CRM adoption. However competitive pressure negatively affects CRM adoption. Finally, competitive pressure and CRM adoption positively influence CRM routinization. Interestingly, each included construct influences every CRM adoption stage differently.
AB - Despite the considerable benefits of CRM, there is a paucity of research considering CRM adoption stages (evaluation, adoption, and routinization). Thus, we developed a conceptual model using the technology-organisation-environment (TOE) framework to examine the antecedents that affect CRM adoption stages in firms. We used partial least squares structural equation modelling (PLS-SEM) with data from 277 firms to test the conceptual model. Data quality and integration, top management support and competitive pressure positively influence CRM evaluation. Technology competence, data quality and integration, top management support and CRM evaluation positively influence CRM adoption. However competitive pressure negatively affects CRM adoption. Finally, competitive pressure and CRM adoption positively influence CRM routinization. Interestingly, each included construct influences every CRM adoption stage differently.
KW - Adoption
KW - Adoption stages
KW - Customer relationship management (CRM)
KW - Data quality and integration
KW - Information technology (IT)
KW - Technology-organisation-environment (TOE) framework
UR - http://www.scopus.com/inward/record.url?scp=85063901139&partnerID=8YFLogxK
UR - http://gateway.webofknowledge.com/gateway/Gateway.cgi?GWVersion=2&SrcAuth=Alerting&SrcApp=Alerting&DestApp=WOS_CPL&DestLinkType=FullRecord&UT=WOS:000470943400001
U2 - 10.1016/j.compind.2019.03.007
DO - 10.1016/j.compind.2019.03.007
M3 - Article
AN - SCOPUS:85063901139
SN - 0166-3615
VL - 109
SP - 1
EP - 13
JO - Computers in Industry
JF - Computers in Industry
IS - August
ER -
