Year: 2001
Type: article
Abstract: Introduced by Swanson and Ramiller (1997), the organizing vision provides a way of looking at information systems innovations from an institutional perspective.Customer relationship management (CRM) is one such IS innovation that is becoming an important concern for many organizations; a recent study (Firth and Swanson 2001) suggests that more than half of the organizations responding may be in the process of implementing some form of CRM technology.This current paper uses the organizing vision as a tool to trace the diffusion of CRM as an IS innovation.We find that by creating, participating, and being influenced by the CRM discourse, managers do not operate in a vacuum when they consider whether to adopt and implement CRM.
Author: David Firth
Language: English
Subfield: Management Information Systems
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W1513792934