Organizational Innovation and Change Dissonance: Understanding User Acceptance of CRM Technology
نویسندگان
چکیده
The authors propose a conceptual model that purports to explain why there is variability in the relative success of CRM implementation initiatives. The model depicts how users’ beliefs regarding the perceived impact of CRM technology are formed and suggests that the compatibility of those cognitions with established identity beliefs ultimately determines whether individuals will adopt or resist the new technology. Managerial implications stemming from the literature are provided.
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تاریخ انتشار 2005