The priority factor model for customer relationship management system success

Expert Systems with Applications

Volumn 28, Issue 4, 2005, Pages 641-654

  Roh, Tae Hyup ^a,c   Ahn, Cheol Kyung ^b   Han, Ingoo ^c  

^a Seoul Info Technology University   (South Korea)

^b Korea Development Institute   (South Korea)

^c Korea Advanced Institute of Science and Technology (KAIST)   (South Korea)

Author keywords

CRM success initiative; Customer relationship management; Customer satisfaction; Information system success; Profitability

Indexed keywords

COMPETITION; CUSTOMER SATISFACTION; DECISION MAKING; EXPERT SYSTEMS; INFORMATION TECHNOLOGY; PRODUCT DEVELOPMENT;

CRM SUCCESS INITIATIVE; CUSTOMER RELATIONSHIP MANAGEMENT (CRM); INFORMATION SYSTEM SUCCESS; PROFITABILITY;

INDUSTRIAL MANAGEMENT;

EID: 17844391275     PISSN: 09574174     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.eswa.2004.12.021     Document Type: Article

References (51)

1. E.W. Anderson, C. Fornell, and D.R. Lehmann Customer satisfaction, market share, and profitability: Findings from Sweden Journal of Marketing 58 3 1994 53 67
2. J.L. Arbuckle, and W. Wothe Amos 4.0 user's guide 2000 SmallWaters Corporation
3. J.E. Bailey, and S.W. Pearson Development of a tool for measuring and analyzing computer user satisfaction Management Science 29 5 1983 530 545
4. R.M. Baron, and D.A. Kenny The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations Journal of Personality and Social Psychology 51 6 1986 1173 1182
5. N. Capon, J.U. Farley, and S. Hoenig Determinants of financial performance: A meta-analysis Management Science 36 1990 1143 1159
6. A.L.M. Cavaye, and P.B. Cragg Factors contributing to the success of customer oriented interorganizational systems The Journal of Strategic Information Systems 4 1 1995 13 30
7. R.B. Chase Where does the customer fit in a service operation? Harvard Business Review 56 6 1978 137 142
8. L. Chen, K. Soliman, E. Mao, and M.N. Frolick Measuring user satisfaction with data warehouses: An exploratory study Information and Management 37 3 2000 103 110
9. Davis, F. D. (1986). A technology acceptance model for empirically testing new end-user information systems: Theory and results. Doctoral dissertation, Sloan School of Management, Massachusetts Institute of Technology.
10. G.S. Day The capabilities of market-driven organizations Journal of Marketing 58 4 1994 37 52
11. W.H. DeLone, and E.R. McLean Information systems success: The quest for the dependent variable Information Systems Research 3 1 1992 60 95
12. R. Drasin, and A. Van de Ven Alternative forms of fit in contingency theory Administrative Science Quarterly 30 4 1985 514 539
13. J. Etezadi-Amoli, and A.F. Farhoomand A structural model of end user computing satisfaction and user performance Information and Management 30 2 1996 65 73
14. M. Fishbein, and I. Ajzen Belief, attitude, intention and behavior: An introduction to theory and research 1975 Addison-Wesley Reading, MA
15. L.Y. Fok, W.M. Fok, and S.J. Hartman Exploring the relationship between total quality management and information systems development Information and Management 31 2 2001 355 371
16. C. Fornell A national customer satisfaction barometer: The Swedish experience Journal of Marketing 55 1 1992 1 21
17. E. Garbarino, and M.S. Jonhnson The different roles of satisfaction, trust, and commitment in customer relationships Journal of Marketing 63 2 1999 70 87
18. J.F. Hair, R.E. Anderson, R.L. Tatham, and W.C. Black Multivariate data analysis with readings 5th ed 1998 Prentice-Hall Englewood Cliffs, NJ
19. R. Hallowell The relationships of customer satisfaction, customer loyalty, and profitability: An empirical study International Journal of Service Industry Management 7 4 1996 27 42
20. S. Hamilton, and N.L. Chervany Evaluating information system effectiveness: Comparing evaluation approaches MIS Quarterly 5 3 1981 55 69
21. J. Hartwick, and H. Barki Explaining the role of user participation in information system use Management Science 40 4 1994 440 465
22. C.R. Holland, and B. Light A critical success factors model for ERP implementation IEEE Software 16 3 1999 30 36
23. K.K. Hong, and Y.G. Kim The critical success factors for ERP implementation: An organizational fit perspective Information and Management 40 1 2002 25 40
24. Z. Irani Information systems evaluation: Navigating through the problem domain Information and Management 40 1 2002 11 24
25. H.R. Johnston, and S.R. Carrico Developing capabilities to use information strategically MIS Quarterly 12 1 1988 36 48
26. ® 8: User's reference guide 1993 Scientific Software International, Inc Chicago, IL
27. F. Kerlinger Foundation of behavioral research 1964 Rinehart and Winston New York
28. M. Khalifa, and V. Liu Satisfaction with internet-based services: The role of expectations and desires International Journal of Electronic Commerce 7 2 2002 31 49
29. C. Kriebel, and A. Raviv An economics approach to modeling the productivity of computer systems Management Science 26 3 1980 297 311
30. M.A. Mahmood, and J.N. Medewitz Impact of design methods on decision support system success: An empirical assessment Information and Management 9 3 1985 137 151
31. M.L. Markus, and D. Robey Information technology and organizational change: Causal structure in theory and research Management Science 34 5 1988 583 598
32. M.L. Markus, and C. Tanis The enterprise systems experience from adoption to success 2000 Pinnafiex Educational Resources Inc Cincinnati, OH
33. V. McKinney, K. Yoon, and F.M. Zahedi The measurement of web-customer satisfaction: An expectation and disconfirmation approach Information Systems Research 13 3 2002 296 315
34. S. Negash, T. Ryan, and M. Igbaria Quality and effectiveness in Web-based customer support systems Information and Management 40 8 2003 757 768
35. J.C. Nunnally, and I.H. Bernstein Psychometric theory 3rd ed 1994 McGraw-Hill New York
36. W.J. Orlikowski CASE tools as organizational change: Investigating incremental and radical changes in systems development MIS Quarterly 17 3 1993 309 340
37. P.G. Patterson, L.W. Johnson, and R.A. Spreng Modeling the determinants of customer satisfaction for business-to-business professional services Academy of Marketing Science 25 1 1997 4 17
38. L.F. Pitt, R.T. Watson, and C.B. Kavan Service quality: A measure of information systems effectiveness MIS Quarterly 19 2 1995 173 187
39. B.H. Reich, and I. Benbasat An empirical investigation of factors influencing the success of customer oriented information systems Information Systems Research 1 3 1990 325 347
40. D.S.J.A. Remenyi, and M.A. Twite A guide to measuring and managing IT benefits 1991 Blackwell Oxford, UK
41. T. Saarinen An expanded instrument for evaluating information system success Information and Management 31 2 1996 103 118
42. P.B. Seddon A respecification and extension of the DeLone and McLean model of IS success Information Systems Research 8 3 1997 240 253
43. B.B.M. Shao, and W.T. Lin Technical efficiency analysis of information technology investments: A two-stage empirical investigation Information and Management 39 5 2002 391 401
44. E. Sivadas, and J.L. Baker-Prewitt An examination of the relationship between service quality, customer satisfaction, and store loyalty International Journal of Retail and Distribution Management 28 2 2000 73 82
45. Srinivasan Alternative measures of systems effectiveness: Associations and implications MIS Quarterly 9 3 1985 243 253
46. D.W. Straub Validating instruments in MIS research MIS Quarterly 13 2 1989 147 169
47. E.B. Swanson Management information systems: Appreciation and involvement Management Science 21 2 1974 178 188
48. B.H. Wixom An empirical investigation of the factors affecting data warehousing success MIS Quarterly 25 1 2001 17 41
49. Y. Yi A critical review of consumer satisfaction Review of Marketing 4 1990 68 123
50. Y. Yoon, T. Guimaraes, and Q. O'Neal Exploring the factors associated with expert systems success MIS Quarterly 19 1 1995 83 106
51. V.A. Zeithaml, L.L. Berry, and A. Parasuraman The behavioral consequences of service quality Journal of Marketing 60 1 1996 31 46