Relational and technological assessment of CRM providers: A multifactor study

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 techn...

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Main Authors: CLAYBAUGH, Craig C., REYCHAV, Iris, NAH, Fiona Fui-hoon
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Language:English
Published: Institutional Knowledge at Singapore Management University 2023
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Online Access:https://ink.library.smu.edu.sg/sis_research/9432
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Institution: Singapore Management University
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spelling sg-smu-ink.sis_research-104322024-10-24T09:48:03Z Relational and technological assessment of CRM providers: A multifactor study CLAYBAUGH, Craig C. REYCHAV, Iris NAH, Fiona Fui-hoon 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. 2023-01-01T08:00:00Z text https://ink.library.smu.edu.sg/sis_research/9432 info:doi/10.1080/08874417.2022.2031348 Research Collection School Of Computing and Information Systems eng Institutional Knowledge at Singapore Management University Customer relationship management Technology Relational exchange Loyalty Satisfaction Databases and Information Systems Management Information Systems
institution Singapore Management University
building SMU Libraries
continent Asia
country Singapore
Singapore
content_provider SMU Libraries
collection InK@SMU
language English
topic Customer relationship management
Technology
Relational exchange
Loyalty
Satisfaction
Databases and Information Systems
Management Information Systems
spellingShingle Customer relationship management
Technology
Relational exchange
Loyalty
Satisfaction
Databases and Information Systems
Management Information Systems
CLAYBAUGH, Craig C.
REYCHAV, Iris
NAH, Fiona Fui-hoon
Relational and technological assessment of CRM providers: A multifactor study
description 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.
format text
author CLAYBAUGH, Craig C.
REYCHAV, Iris
NAH, Fiona Fui-hoon
author_facet CLAYBAUGH, Craig C.
REYCHAV, Iris
NAH, Fiona Fui-hoon
author_sort CLAYBAUGH, Craig C.
title Relational and technological assessment of CRM providers: A multifactor study
title_short Relational and technological assessment of CRM providers: A multifactor study
title_full Relational and technological assessment of CRM providers: A multifactor study
title_fullStr Relational and technological assessment of CRM providers: A multifactor study
title_full_unstemmed Relational and technological assessment of CRM providers: A multifactor study
title_sort relational and technological assessment of crm providers: a multifactor study
publisher Institutional Knowledge at Singapore Management University
publishDate 2023
url https://ink.library.smu.edu.sg/sis_research/9432
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