Understanding CRM adoption stages: empirical analysis building on the TOE framework
Abstract
Despite the considerable benefits of CRM, there is a paucity of research considering CRM adoption stages (evaluation, adoption, and routinization). Thus, we developed a conceptual model using the technology-organisation-environment (TOE) framework to examine the antecedents that affect CRM adoption stages in firms. We used partial least squares structural equation modelling (PLS-SEM) with data from 277 firms to test the conceptual model. Data...
Paper Details
Title
Understanding CRM adoption stages: empirical analysis building on the TOE framework
Published Date
Aug 1, 2019
Journal
Volume
109
Pages
1 - 13
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