Journal of the Korean Operations Research and Management Science Society (한국경영과학회지)

The Korean Operations Research and Management Science Society (한국경영과학회)
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A Study on the Mechanism Leading to the Success of CRM Systems Implementation

CRM 시스템 구현 성공 메커니즘에 관한 탐색적 연구

  • Published : 2004.03.01
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Abstract

Critical success factors (CSFs) have been replicated and applied in a wide variety of settings for more than two decades. Most previous research on CSF have focused on identifying critical factors, based on the variance theory, in terms of the correlation between individual factor and Information system (IS) success. However, it is unknown how a set of critical factors Influence each other and lead to IS success, which means the process of IS implementation. in this research, we aim to understand how a set of critical factors influence each other and lead to IS success in the context of IS implementation for Customer Relationship Management based on the process theory. This research has implications In explaining a mechanism leading to CRM systems success based on the influencial relationships among the critical factors.

Keywords

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