The Influence of Internal and External Forces in Adoption of Electronic Customer Relationship Management (eCRM) in Malaysian SMEs
Information Technology (IT) plays a significant role in today’s business competition. A prominent role is that it helps a firm to manage relationships with customers effectively. Today’s online consumer has more complex needs and much higher expectations than ever before. Online business communities...
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my.utem.eprints.193092021-08-03T16:22:53Z http://eprints.utem.edu.my/id/eprint/19309/ The Influence of Internal and External Forces in Adoption of Electronic Customer Relationship Management (eCRM) in Malaysian SMEs Nasruddin, Nurul Hafizah Abdul Khalid, Fararishah H Social Sciences (General) Information Technology (IT) plays a significant role in today’s business competition. A prominent role is that it helps a firm to manage relationships with customers effectively. Today’s online consumer has more complex needs and much higher expectations than ever before. Online business communities are fast emerging as new organizational tools for customer relationship management, marketing, brand management and for a multitude of other purposes such as building strong online trust and reciprocity. To support this capability, Customer Relationship Management (CRM) is evolving into electronic Customer Relationship Management (eCRM). Electronic Customer Relationship Management (eCRM) has become the latest paradigm in the world of Customer Relationship Management. The purpose of this paper is to examine the factors influencing the adoption of electronic Customer Relationship Management (eCRM) applications in Malaysian SMEs. The research contains 8 influencing factors covering four contexts: individual, technological, organizational, and environmental. Medwell Journals 2017 Article PeerReviewed text en http://eprints.utem.edu.my/id/eprint/19309/1/CONCEPTUAL%20PAPER2017_HAFIZA.doc Nasruddin, Nurul Hafizah and Abdul Khalid, Fararishah (2017) The Influence of Internal and External Forces in Adoption of Electronic Customer Relationship Management (eCRM) in Malaysian SMEs. The Social Sciences. pp. 22-28. ISSN 1818-5800 (In Press) |
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H Social Sciences (General) Nasruddin, Nurul Hafizah Abdul Khalid, Fararishah The Influence of Internal and External Forces in Adoption of Electronic Customer Relationship Management (eCRM) in Malaysian SMEs |
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Information Technology (IT) plays a significant role in today’s business competition. A prominent role is that it helps a firm to manage relationships with customers effectively. Today’s online consumer has more complex needs and much higher expectations than ever before. Online business communities are fast emerging as new organizational tools for customer relationship management, marketing, brand management and for a multitude of other purposes such as building strong online trust and reciprocity. To support this capability, Customer Relationship Management (CRM) is evolving into electronic Customer Relationship Management (eCRM). Electronic Customer Relationship Management (eCRM) has become the latest paradigm in the world of Customer Relationship Management. The purpose of this paper is to examine the factors influencing the adoption of electronic Customer Relationship Management (eCRM) applications in Malaysian SMEs. The research contains 8 influencing factors covering four contexts: individual, technological, organizational, and environmental. |
format |
Article |
author |
Nasruddin, Nurul Hafizah Abdul Khalid, Fararishah |
author_facet |
Nasruddin, Nurul Hafizah Abdul Khalid, Fararishah |
author_sort |
Nasruddin, Nurul Hafizah |
title |
The Influence of Internal and External Forces in Adoption of Electronic Customer Relationship Management (eCRM) in Malaysian SMEs |
title_short |
The Influence of Internal and External Forces in Adoption of Electronic Customer Relationship Management (eCRM) in Malaysian SMEs |
title_full |
The Influence of Internal and External Forces in Adoption of Electronic Customer Relationship Management (eCRM) in Malaysian SMEs |
title_fullStr |
The Influence of Internal and External Forces in Adoption of Electronic Customer Relationship Management (eCRM) in Malaysian SMEs |
title_full_unstemmed |
The Influence of Internal and External Forces in Adoption of Electronic Customer Relationship Management (eCRM) in Malaysian SMEs |
title_sort |
influence of internal and external forces in adoption of electronic customer relationship management (ecrm) in malaysian smes |
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Medwell Journals |
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2017 |
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http://eprints.utem.edu.my/id/eprint/19309/1/CONCEPTUAL%20PAPER2017_HAFIZA.doc http://eprints.utem.edu.my/id/eprint/19309/ |
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