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ABSTRACT
Customer relationship management (CRM) has become one of the most popular enterprise information systems (EIS) because it is widely adopted in service sectors. Although the technology-acceptance-model (TAM) has been well applied to study the adoption of EIS, most previous research focused on behavior science rather than considering the necessity of design features. This research aims to accomplish the following goals: (1) identifying the causalities between design features and behavioral intention, (2) deriving the priorities of design features, and (3) forecasting user intention to adopt CRM systems. Specifically, exploratory features and analytic features, respectively, characterize perceived ease-of-use (PEOU) and perceived usefulness (PU). Experimental results show that the firms owing prior implementation experiences of EIS focus on PU while the inexperienced firms focus on PEOU. The expert users knowledgeable in statistics and database are more interested in PU. These findings provide a basis of market segmentation for CRM vendors.
Acknowledgments
The author would like to thank two anonymous referees for their constructive comments.
Disclosure statement
No potential conflict of interest was reported by the authors.
Additional information
Notes on contributors
Chih-Hsuan Wang
Chih-Hsuan Wang is currently a full professor at the Department of Industrial Engineering & Management, National Chiao Tung University (NCTU) in Taiwan. Prior to joining NCTU, he has been a faculty member in the department of marketing, National Chung Hsing University and an adjunct assistant professor at the National Taiwan University. He has been a research scholar at the University of Tennessee and Texas A&M University, respectively, from 2003 to 2005. He has published more than 30 papers in SCI/SSCI journals, such as IIE Transactions, Decision Support Systems, Computers & Industrial Engineering, Computer Standards & Interface, Computers in Human Behavior, International Journal of Production Research, Journal of Intelligent Manufacturing, Journal of Engineering Design, Advanced Engineering Informatics, Applied Soft Computing and Expert Systems with Applications. His research interests include product development, operations management, industrial informatics and business analytics. Since 2006, he also served as a session chair for the following international conferences, such as APIEMS, APDSI, IEEM, IJIE and IEOM.
Ching-Yu Lien
Ching-Yu Lien is currently a full professor in the Department of Tourism Management at Jia Ying University, China. Prior to joining Jia Ying University, he has been an associate professor at Minghsin University of Science and Technology, Taiwan. His present research interests include tourism management and customer relationship management.