Research output: Contribution to conference - Without ISBN/ISSN › Conference paper › peer-review
Research output: Contribution to conference - Without ISBN/ISSN › Conference paper › peer-review
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TY - CONF
T1 - ECRM technologies, capabilities and SME performance benefits
AU - Harrigan, Paul
AU - Schroeder, Andreas
AU - Qureshi, Israr
AU - Fang, Yulin
AU - Ibbotson, Patrick
AU - Ramsey, Elaine
AU - Meister, Darren
PY - 2008/12/1
Y1 - 2008/12/1
N2 - O rganizations today have a diversity of applications available to support the management of customer relationships, namely electronic-customer relationship management (eCRM) applications. Despite the growing need of understanding eCRM in small and medium-sized enterprises (SMEs), eCRM research is largely focused on large organizations. Building on the theory of dynamic capabilities, this paper examines the relationships among use of the internet infrastructure, eCRM capabilities, and their resulting benefits through a survey across 286 SMEs in Ireland. Findings present significant theoretical and practical contributions. It is posited that the ICT infrastructure strongly impacts eCRM capabilities of SME's. Further, it is posited that the level of ICT use impacts on eCRM capabilities. Ultimately, the more proficient the eCRM capabilities, the higher the levels of benefits recorded for SME's. Our eCRM focused study provides a valuable theoretical contribution and also aims to inspire further research in the SME context of this important area.
AB - O rganizations today have a diversity of applications available to support the management of customer relationships, namely electronic-customer relationship management (eCRM) applications. Despite the growing need of understanding eCRM in small and medium-sized enterprises (SMEs), eCRM research is largely focused on large organizations. Building on the theory of dynamic capabilities, this paper examines the relationships among use of the internet infrastructure, eCRM capabilities, and their resulting benefits through a survey across 286 SMEs in Ireland. Findings present significant theoretical and practical contributions. It is posited that the ICT infrastructure strongly impacts eCRM capabilities of SME's. Further, it is posited that the level of ICT use impacts on eCRM capabilities. Ultimately, the more proficient the eCRM capabilities, the higher the levels of benefits recorded for SME's. Our eCRM focused study provides a valuable theoretical contribution and also aims to inspire further research in the SME context of this important area.
KW - Electronic-Customer Relationship Management (eCRM)
KW - Ireland
KW - SME
M3 - Conference paper
T2 - 12th Pacific Asia Conference on Information Systems: Leveraging ICT for Resilient Organizations and Sustainable Growth in the Asia Pacific Region, PACIS 2008
Y2 - 3 July 2008 through 7 July 2008
ER -