Year: 2003
Type: article
Abstract: The literature on technology acceptance and emotions is reviewed in a bid to investigate the human aspects of CRM systems evaluation.Specifically it is argued that taking into account more intricate human dimensions in system evaluation might lead to a more comprehensive realisation of benefits for an organisation.A research agenda is scoped and presented alongside a conceptual, behaviours based evaluation framework for CRM systems.The intention is to add value to CRM evaluation exercises by providing organisations with a way of considering employee alignment with CRM IS in a bid to realise business benefits.
Language: English
Subfield: Information Systems and Management
Field: Decision Sciences
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W1950345653