Relational and Technological Assessment of CRM Providers : A Multifactor Study
Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review
Author(s)
Related Research Unit(s)
Detail(s)
| Original language | English |
|---|---|
| Pages (from-to) | 107-117 |
| Journal / Publication | Journal of Computer Information Systems |
| Volume | 63 |
| Issue number | 1 |
| Online published | 3 Feb 2022 |
| Publication status | Published - 2023 |
Link(s)
| DOI | DOI |
|---|---|
| Document Link | |
| Link to Scopus | https://www.scopus.com/record/display.uri?eid=2-s2.0-85124256354&origin=recordpage |
| Permanent Link | https://scholars.cityu.edu.hk/en/publications/publication(cf13693b-a34b-4783-b19f-eef2ca942747).html |
Abstract
The study examines how customers of relationship software provider perceive the technology they use and assess the relational elements of the exchange relationship. This study proposes and empirically tests a model integrating two technology components (positive prior experience and quality of technology) and four relational constructs (reputation, trust, risk, and overall relational satisfaction), and how these factors influence loyalty to a customer relationship management system provider. The findings suggest that both technology and relational factors influence loyalty. This paper provides a framework that highlights the technology and relational factors influencing loyalty to the CRM software provider, which is key to continuance. © 2022 International Association for Computer Information Systems
Research Area(s)
- Customer relationship management, loyalty, relational exchange, satisfaction, technology
Bibliographic Note
Full text of this publication does not contain sufficient affiliation information. With consent from the author(s) concerned, the Research Unit(s) information for this record is based on the existing academic department affiliation of the author(s).
Citation Format(s)
Relational and Technological Assessment of CRM Providers: A Multifactor Study. / Claybaugh, Craig C.; Reychav, Iris; Nah, Fiona Fui-Hoon.
In: Journal of Computer Information Systems, Vol. 63, No. 1, 2023, p. 107-117.
In: Journal of Computer Information Systems, Vol. 63, No. 1, 2023, p. 107-117.
Research output: Journal Publications and Reviews (RGC: 21, 22, 62) › 21_Publication in refereed journal › peer-review
