Identifying issues in customer relationship management at Merck-Medco

Decision Support Systems

Volumn 42, Issue 2, 2006, Pages 1116-1130

  Torkzadeh, Gholamreza ^a   Chang, Jerry Cha Jan ^a   Hansen, Gregory W ^b  

^a UNIVERSITY OF NEVADA   (United States)

^b Customer Service Operations   (United States)

Author keywords

Call centers; Customer relationship management; Information system application; Instrument development; Structural equation model

Indexed keywords

CALL CENTERS; CUSTOMER RELATIONSHIP MANAGEMENT; INFORMATION SYSTEM APPLICATION; INSTRUMENT DEVELOPMENT; STRUCTURAL EQUATION MODEL;

DATA ACQUISITION; INFORMATION MANAGEMENT; MATHEMATICAL MODELS; SURVEYS;

CUSTOMER SATISFACTION;

EID: 33749819409     PISSN: 01679236     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.dss.2005.10.003     Document Type: Article

References (54)

1. Aksin O.Z., and Harker P.T. Modeling a phone center: analysis of a multichannel, multiresource processor shared loss system. Management Science 47 2 (2001) 324-336
2. Bailey J.E., and Pearson S.W. Development of a tool for measuring and analyzing computer user satisfaction. Management Science 29 5 (1983) 530-545
3. Benbasat I., and Zmud R.W. Empirical research in information systems: the practice of relevance. MIS Quarterly 23 1 (1999) 3-16
4. Berry L.L., and Parasuraman A. Marketing Services: Competing Through Quality (1991), Free Press, New York
5. Bitner M., Brown S.W., and Meuter M.L. Technology infusion in service encounters. Journal of the Academy of Marketing Science 28 1 (2000) 138-150
6. Bostrom R.P. Conflict Handling and Power in the Redesign Process: A Field Study Investigation of the Relationship Between Management Information System Users and Systems Maintenance Personnel (1978), University of Minnesota, Minneapolis
7. Boudreau M.-C., Gefen D., and Straub D.W. Validation in information systems research: a state-of-the-art assessment. MIS Quarterly 25 1 (2001) 1-16
8. Bowen J.W., and Hedges R.B. Increasing service quality in retail banking. Journal of Retail Banking 15 3 (1993) 21-28
9. Burgers A., de Ruyter K., Keen C., and Streukens S. Customer expectation dimensions of voice-to-voice service encounters: a scale - development study. International Journal of Service Industry Management 11 2 (2000) 142-161
10. Caldeira M.M., and Ward J.M. Understanding the successful adoption and use of IS/IT in SMEs: an explanation from Portuguese manufacturing industries. Information Systems Journal 12 (2002) 121-152
11. Campbell D.T., and Fiske D.W. Convergent and discriminant validation by the multitrait-multimethod matrix. Psychological Bulletin 56 (1959) 81-105
12. Churchill G.A. A paradigm for developing better measures of marketing constructs. Journal of Marketing Research 16 1 (1979) 64-73
13. Cross J., Earl M.J., and Sampler J.L. Transformation of the IT function at British Petroleum. MIS Quarterly 21 4 (1997) 401-423
14. Croteau A.-M., and Li P. Critical success factors of CRM technological initiatives. Canadian Journal of Administrative Science 20 1 (2003) 21-34
15. Davis F.D. Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly 13 3 (1989) 319-340
16. Dean A.M. Service quality in call centres: implications for customer loyalty. Managing Service Quality 12 6 (2002) 414-423
17. Doll W.J., and Torkzadeh G. The measurement of end-user computing satisfaction. MIS Quarterly 12 2 (1988) 259-274
18. Doll W.J., and Torkzadeh G. Developing a multidimensional measure of system-use in an organizational context. Information and Management 33 (1998) 171-185
19. Doll W.J., Xia W., and Torkzadeh G. A confirmatory factor analysis of the end-user computing satisfaction instrument. MIS Quarterly 18 4 (1994) 453-461
20. Essex P.A., Magal S.R., and Masteller d.E. Determinants of information center success. Journal of Management Information Systems 15 2 (1998) 95-117
21. Fishbein M., and Ajzen I. Belief, Attitude and Behavior: an Introduction to Theory and Research (1975), Addison-Wesley, Readings MA
22. Forcinio H. What does pharmacy automation mean for packaging?. Pharmaceutical Technology (2002) 22-26
23. Goodhue D.L., Wixom B.H., and Watson H.J. Realizing business benefits through CRM: hitting the right target in the right way. MIS Quarterly Executive 1 2 (2002) 79-94
24. Hair J.F.J., Anderson R.E., Tatham R.L., and Black W.C. Multivariate Data Analysis (1998), Prentice Hall, Upper Saddle River, NJ
25. Harvey J., Lefebvre E., and Lefebvre L. Technology and the creation of value in services: a conceptual model. Technovation 13 8 (1993) 481-495
26. Horn D., Feinberg R., and Salvendy G. Determinant elements of customer relationship management in e-business. Behaviour and Information Technology 24 2 (2005) 101-109
27. Joshi K., and Rai A. Impact of the quality of information products on information system users' job satisfaction: an empirical investigation. Information Systems Journal 10 (2000) 323-345
28. Kannan P.K. Introduction to the special issue: decision support issues in customer relationship management and interactive marketing for e-commerce. Decision Support Systems 32 (2001) 83-84
29. Lucas H.C., and Baroudi J. The role of information technology in organization design. Journal of Management Information Systems 10 (1994) 9-23
30. In: Lyytinen K., and Hirschheim R. (Eds). Information Systems Failures - A Survey and Classification of Empirical Literature (1987), Oxford University Press, Oxford, UK
31. Massey A.P., Montoya-Weiss M.M., and Holcom K. Re-engineering the customer relationship: leveraging knowledge assets at IBM. Decision Support Systems 32 (2001) 155-170
32. Matheson L.R., and Tarjan R.E. Culturally induced information impactedness. Journal of Management Information Systems 15 2 (1998)
33. Morgan R.M., and Hunt S.D. The commitment-trust theory of relationship marketing. Journal of Marketing 58 (1994) 20-38
34. Parasuraman A., Zeithaml V.A., and Berry L.L. SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing 64 1 (1988) 12-40
35. Parasuraman A., Zeithaml V.A., and Berry L.L. Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria. Journal of Retailing 70 3 (1994) 210-230
36. Peppard J. Customer relationship management (CRM) in financial services. European Management Journal 18 3 (2000) 312-327
37. Pontes M., and Kelly C.O. The identification of inbound call center agents' competencies that are related to callers' repurchase intentions. Journal of Interactive Marketing 14 3 (2000) 41-49
38. Price B. Making CRM come to life. E-Business Review (2002) 25-31
39. Reinartz W., Krafft M., and Hoyer W.D. The customer relationship management process: its measurement and impact on performance. Journal of Marketing Research 41 (2004) 293-305
40. Rigby D.K., Reichheld F.F., and Schefter P. Avoid the four perils of CRM. Harvard Business Review 80 2 (2002) 101-109
41. Schlesinger L.A., and Haskett L. The service driven service company. Harvard Business Review (1991) 71-81
42. Segars A.H. Assessing the unidimensionality of measurement: a paradigm and illustration within the context of information systems research. Omega 25 1 (1997) 107-121
43. Smith A.K., and Bolton R.N. An experimental investigation of customer reactions to service failure and recovery encounters. Journal of Service Research 1 1 (1999) 65-81
44. Stuller J. Making call-center voices smile: a business case for better training. Training (1999) 26-32
45. Subramanyam R., and Krishnan M.S. Business value of IT-enabled call centers: an empirical analysis. Proceedings of Twenty-Second International Conference on Information Systems, New Orleans, LA (2001) 55-64
46. Swift R.S. Excutive response: CRM is changing our eras, the information we require, and our processes. MIS Quarterly Executive 1 2 (2002) 95-96
47. Torkzadeh G., and Doll W.J. The development of a tool for measuring the perceived impact of information technology on work. Omega 27 3 (1999) 327-339
48. Torkzadeh G., and Dwyer D.J. A path analytic study of determinants of information system usage. Omega 22 (1994) 339-348
49. Torkzadeh G., Koufteros X., and Pflughoeft K. Confirmatory factor analysis of a computer self-efficacy instrument. Structural Equation Modeling Journal 8 4 (2001)
50. Van Dyke T.P., Kappelman L.A., and Prybutok V.R. Measuring information systems service quality: concerns on the use of the SERVQUAL questionnaire. MIS Quarterly 21 2 (1997) 195-208
51. Verhoef P.C. Understanding the effect of customer relationship management efforts on customer retention and customer share development. Journal of Marketing 67 (2003) 30-45
52. Woodcock N., and Starkey M. I wouldn't start from here: finding a way to CRM projects. Journal of Database Marketing 9 1 (2001) 61-74
53. Wu I.L., and Wu K.W. A hybrid technology acceptance approach for exploring e-CRM adoption in organizations. Behaviour and Information Technology 24 4 (2005) 303-316
54. Yu L. Successful customer-relationship management. Sloan Management Review (2001) 18-19