An integrative implementation framework for electronic customer relationship management: Revisiting the general principles of usability and resistance
Document Type
Conference Proceeding
Publication Date
1-1-2003
Abstract
Electronic customer relationship management (eCRM) has become the latest paradigm in the world of customer relationship management. Recent business surveys suggest that up to 50% of such implementations do not yield measurable returns on investment. A secondary analysis of 13 case studies suggests that many of these limited success implementations can be attributed to usability and resistance factors. The objective of this paper is to review the general usability and resistance principles in order build an integrative framework for analyzing eCRM case studies. The conclusions suggest that if organizations want to get the most from their eCRM implementations they need to revisit the general principles of usability and resistance and apply them.
Identifier
84969540303 (Scopus)
ISBN
[0769518745, 9780769518749]
Publication Title
Proceedings of the 36th Annual Hawaii International Conference on System Sciences Hicss 2003
External Full Text Location
https://doi.org/10.1109/HICSS.2003.1174394
Recommended Citation
Fjermestad, J. and Romano, N. C., "An integrative implementation framework for electronic customer relationship management: Revisiting the general principles of usability and resistance" (2003). Faculty Publications. 14279.
https://digitalcommons.njit.edu/fac_pubs/14279
