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    题名: A model for understanding the market-orientation effects of CRM on the organizational processes
    作者: Shang, Shari S. C.;Lin, Jia-Sheng
    尚孝純;林佳生
    贡献者: 資管系
    关键词: Behavioral changes;Content analysis;CRM;Customer relationship management;Financial performance;Intelligence management;Management activities;Market performance;Market-orientation behaviors;Measurement instruments;Model testing;Moderating factors;Organizational behavior;Organizational performance;Organizational process;Process performance;Team work;Value-generation processes;Work practices;Information systems;Commerce
    日期: 2005
    上传时间: 2015-07-21 17:23:22 (UTC+8)
    摘要: To build an understanding of the impacts of Customer Relationship Management (CRM) on organizational behaviors and processes this study strives to develop a model of CRM effects on work practice, value-creation processes and organizational performance. Moderating factors that affect the transition results are also studied. The model is developed by iterative steps of content analysis. The objectives of building this model are: 1) to establish a framework with propositions about the chained effects of CRM on organizational performance and the influential management activities and 2) to develop a measurement instrument of the CRM effects on market-oriented behaviors and performance. Although the model testing and enhancement are in progress, the preliminary findings reveal that behavioral changes towards market-orientation can be reflected in two levels of work practice: coordinated intelligence management in the team work and proactive attitude with individuals. With such a market-oriented focus, CRM user organizations are more likely to develop positive market performance as well as process performance, and indirectly bring up financial performance.
    關聯: Association for Information Systems - 11th Americas Conference on Information Systems, AMCIS 2005: A Conference on a Human Scale, Volume 3, Pages 1055-1065
    数据类型: conference
    显示于类别:[資訊管理學系] 會議論文

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