Understanding the antecedents to the adoption of CRM technology by small retailers: Entrepreneurs vs owner-managers

International Small Business Journal

Volumn 27, Issue 3, 2009, Pages 307-336

  Peltier, James W ^a   Schibrowsky, John A ^b   Zhao, Yushan ^a  

^a UNIVERSITY OF WISCONSIN WHITEWATER   (United States)

^b and Real Estate   (United States)

Author keywords

Customer relationship management; Diffusion of innovation; Entrepreneurs; Environmental complexity; Information technology; Market turbulence; Relative advantage; Risk orientation; Small business; Technology

Indexed keywords

EID: 66349093057     PISSN: 02662426     EISSN: 17412870     Source Type: Journal    
DOI: 10.1177/0266242609102276     Document Type: Article

References (115)

1. Alpkan, L., Yilmaz, C. and Lay, N. (2007) 'Market Orientation and Planning Flexibility in SMEs: Performance Implications and an Empirical Investigation', International Small Business Journal 25(2): 152-72.
2. AMI (2006) SMB's Set to Spend US $2.4 Billion on Hosted SaaS CRM and ERP/SCM Services in 2007. New York: AMI.
3. Arbore, A. and Ordanini, A. (2006) 'Broadband Divide Among SMEs: The Role of Size, Location and Outsourcing Strategies', International Small Business Journal 21(1): 83-99.
4. Atuahene-Gima, K. (1996) 'Market Orientation and Innovation', Journal of Business Research 35(2): 93-103.
5. Avlonitis, G.J. and Panagopoulos, N. (2005) 'Antecedents and Consequences of CRM Technology Acceptance in the Sales Force', Industrial Marketing Management 34(4): 355-68.
6. Bengtsson, M., Boter, H. and Vanyushyn, V. (2007) 'Integrating the Internet and Marketing Operations: A Study of Antecedents in Firms of Different Size', International Small Business Journal 25(1): 27-48.
7. Bhaskaran, S. (2006) 'Incremental Innovation and Business Performance: Small and MediumSize Food Enterprises in a Concentrated Industry Environment', Journal of Small Business Management 44(1): 64-80.
8. Bridge, J. and Peel, M.J. (1999) A Study of Computer Usage and Strategic Planning in the SME Sector', International Small Business Journal 17(4): 82-7.
9. Brooksbank, R., Kirby, D. and Kane, S. (1992) 'IT Adoption and the Independent Retail Business: The Retail Newsagency', International Small Business Journal 10(3): 53-61.
10. Brown, S. and Fai, F. (2006) 'Strategic Resonance Between Technological and Organizational Capabilities in the Innovation Process Within Firms', Technovation 26(1): 60-75.
11. Buehrer, R.E., Senecal, S. and Pullins, E.B. (2005) 'Sales Force Technology Usage - Reasons, Barriers, and Support: An Exploratory Investigation', Industrial Marketing Management 34(4): 389-98.
12. Calantone, R.J., Schmidt, J.B. and Di Benedetto, C.A. (1997) 'New Product Activities and Performances: The Moderating Role of Environmental Hostility', Journal of Product Innovation Management 14 (May): 179-89.
13. Choi, Y.R. and Shepherd, D.A. (2004) 'Entrepreneurs' Decisions to Exploit Opportunities', Journal of Management 30(3): 377-95.
14. Clow, K. and Cole, H. (2004) 'Small Retailers' Road to Success: The Customer Value Concept', Services Marketing Quarterly 26(2): 69-81.
15. Cohen, W.M. and Levinthal, D.A. (1990) 'Absorptive Capacity: A New Perspective on Learning and Innovation', Administrative Science Quarterly 35(March): 128-52.
16. Cooper, M.J., Upton, N. and Seaman, S. (2005) 'Customer Relationship Management: A Comparative Analysis of Family and Nonfamily Business Practices', Journal of Small Business Management 43(3): 242-56.
17. Covin, J.G. and Slevin, D.P. (1989) 'Strategic Management of Small Firms in Hostile and Benign Environments', Strategic Management Journal 10 (January-February): 75-87.
18. Dakhli, M. and De Clercq, D. (2004) 'Human Capital, Social Capital, and Innovation: A Multi-country Study', Entrepreneurship and Regional Development 16 (March): 107-28.
19. Datamonitor (2004) CRM for Small to Medium Businesses. New York: Datamonitor.
20. Davis, F.D. (1989) 'Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology', MIS Quarterly 13(3): 319-40.
21. Detert, S.R. and Mauriel, J. (2000) 'A Framework for Linking Culture and Improvement Initiatives in Organizations', Academy of Management Review 25(4): 850-63.
22. Dimitrova, D.V. and Chen, Y.C. (2006) 'Profiling the Adopters of E-government Information and Services: The Influence of Psychological Characteristics, Civic Mindedness, and Information Channels', Social Science Computer Review 24(2): 172-88.
23. Down, S. (2006) Narratives of Enterprise: Crafting Entrepreneurial Self Identity in a Small Firm. Cheltenham: Edward Elgar.
24. Down, S. and Reveley, J. (2004) 'Generational Encounters and the Social Formation of Entrepreneurial Identity: Young Guns and Old Farts', Organization 11(2): 233-50.
25. Duhaime, G. (2007) CRM Everywhere: The 2008 Software as a Service Update. Boston, MA: Aberdeen Group.
26. Ellington, E., Jones, R. and Deane, R. (1996) 'TQM Adoption Practices in the Family-Owned Business', Family Business Review 9(1): 5-14.
27. Ferguson, R.B. and Callaghan, D. (2005) 'Microsoft to Ramp Up Development for SMBs', eWeek 22(10): 13-14.
28. Fillis, I. and Wagner, B. (2005) 'E-business Development: An Exploratory Investigation', International Small Business Journal 23(6): 604-34.
29. Fredericks, E. (2005) 'Infusing Flexibility into Business-to-Business Firms: A Contingency Theory and Resource-based View Perspective and Practical Implications', Industrial Marketing Management 34(6): 555-65.
30. Fuller, T. (1996) 'Fulfilling IT Needs in Small Businesses: A Recursive Learning Model', International Small Business Journal 14(4): 25-44.
31. Fuller-Love, N. (2000) 'The Impact of Digital Technology on Small Businesses in the Media Industry', International Small Business Journal 18(4): 80-3.
32. Garcia, R. (2005) 'Uses of Agent-based Modeling on Innovation/New Product Development Research', Journal of Product Innovation Management 22(5): 380-98.
33. Gartner Research (2004) Management Update: CRM Sales Predictions for 2003, Evaluated for 2004. Stamford, CT: Gartner Research.
34. Gourlay, A. and Pentecost, D. (2002) 'The Determinants of Technology Diffusion: Evidence from the UK Financial Sector', The Manchester School 70 (March): 185-204.
35. Gudmundson, C., Tower, B. and Hartman, A. (2003) 'Innovation in Small Business: Culture and Ownership Structure Do Matter', Journal of Developmental Entrepreneurship 8(1): 1-17.
36. Hadjimanolis, A. and Dickson, K. (2000), 'Innovation Strategies of SME in Cyprus, a Small Developing Country', International Small Business Journal 18(4): 62-79.
37. Haugh, H.M. and Robson, J.J.A. (2005) 'Are Scottish Firms Meeting the ICT Challenge?: Results From a National Survey of Enterprise', Entrepreneurship and Regional Development 17(3): 205-22.
38. Henard, D.H. and Szymanski, D.M. (2001) 'Why Some New Products are More Successful than Others', Journal of Marketing Research 38(3): 362-75.
39. Hung, H. and Mondejar, R. (2005) 'Corporate Directors and Entrepreneurial Innovation: An Empirical Study', The Journal of Entrepreneurship 14(2): 117-29.
40. Jacobson, S., Draper, L., Kraus, B. and Shepherd, J. (2008) U.S. SMB IT Spending Report, 2007-2008. Boston, MA: AMR Research.
41. Joshi, A.W. and Campbell, A.J. (2003) 'Effect of Environmental Dynamism on Relational Governance in Manufacturer-Supplier Relationships: A Contingency Framework and an Empirical Test', Journal of the Academy of Marketing Science 31(4): 176-88.
42. Kara, A., Spillan, J.E. and DeShields Jr., O.W. (2005) 'The Effect of a Market Orientation on Business Performance: A Study of Small-Sized Service Retailers Using MARKOR Scale', Journal of Small Business Management 43(2): 105-18.
43. Kardaras, D., Papathanassiou, E. and Papathanassiou, E. (2005) 'The State of CRM Adoption by the Financial Services in the UK: An Empirical Investigation', Information and Management 42(6): 853-63.
44. Kickul, J. and Gundry, L.K. (2002) 'Prospecting for Strategic Advantage: The Proactive Entrepreneurial Personality and Small Firm Innovation', Journal of Small Business Management 40(2): 85-97.
45. Koch, A. and Strotmann, H. (2006) 'Impact of Functional Integration and Spatial Proximity on the Post-entry Performance of Knowledge Intensive Business Service Firms', International Small Business Journal 24(6): 610-34.
46. Kohli, A.K. and Jaworski, B.J. (1990) 'Market Orientation: The Construct, Research Propositions, and Managerial Implications', Journal of Marketing 54 (April): 1-18.
47. Kozan, M.K., Oksoy, D. and Oksoy, O. (2006) 'Growth Plans of Small Businesses in Turkey: Individual and Environmental Influences', Journal of Small Business Management 44(1): 114-29.
48. Krücken, G., Meier, F. and Müller, A. (2007) 'Information, Cooperation, and the Blurring of Boundaries - Technology Transfer in German and American Discourses', Higher Education 53(6): 675-96.
49. Kwon, T., and Zmud, R.W. (1987) 'Unifying the Fragmented Models of Information Systems Implementations', in R. J. Boriand, Jr and R. A. Hirschheim (eds) Critical Issues in Information Systems, pp. 227-51. New York: Wiley.
50. Kyobe, M.E. (2004) 'Investigating the Strategic Utilization of IT Resources in the Small and Medium-Sized Firms of the Eastern Free State Province', International Small Business Journal 22(4): 131-58.
51. Landry, T.D., Arnold, T.J. and Arndt, A. (2005) 'A Compendium of Sales-Related Literature in Customer Relationship Management: Processes and Technologies with Managerial Implications', Journal of Personal Selling and Sales Management 25(3): 231-51.
52. Levy, M., Powell, P. and Worrall, L. (2005) 'Strategic Intent and E-business in SMEs: Enablers and Inhibitors', Information Resources Management Journal 18(4): 1-20.
53. Li, Y., Zhao, Y., Tan, J. and Liu, Y. (2008) 'Moderating Effects of Entrepreneurial Orientation on Market Orientation-Performance Linkage: Evidence from Chinese Small Firms', Journal of Small Business Management 46(1): 113-33.
54. Liu, H. (1995) 'Market Orientation and Firm Size: An Empirical Examination', European Journal of Marketing 36(2): 57-71.
55. Loane, S. (2006) 'International Entrepreneurship in Small and Medium Size Enterprises: Orientation, Environment and Strategy', International Small Business Journal 24(6): 328-33.
56. Macdonald, S., Assimakopoulos, D. and Anderson, P. (2007) 'Education and Training for Innovation in SMEs: A Tale of Exploitation', International Small Business Journal 25(2): 77-95.
57. McGee, J.E. and Sawyerr, O.O. (2003) 'Uncertainty and Information Search Activities: A Study of Owner-Managers of Small High-Technology Manufacturing Firms', Journal of Small Business Management 41(4): 385-401.
58. McGregor, J. and Gomes, C. (1999) 'Technology Uptake in Small and Medium-Sized Enterprises: Some Evidence From New Zealand', Journal of Small Business Management 37(July): 94-102.
59. Marinova, D. (2004) 'Actualizing Innovation Effort: The Impact of Market Knowledge Diffusion in a Dynamic System of Competition', Journal of Marketing 68 (July): 1-20.
60. Matthews, C., and Scott, S. (1995) 'Uncertainty and Planning in Small and Entrepreneurial Firms: An Empirical Assessment', Journal of Small Business Management 33(4): 34-52.
61. Maxwell, J.R. and Westerfield, D.L. (2002) 'Technological Entrepreneurism Characteristics Related to the Adoption of Innovative Technology', S.A.M. Advanced Management Journal 16 (Winter): 9-15.
62. Messeghem, K. (2003) 'Strategic Entrepreneurship and Managerial Activities in SMEs', International Small Business Journal 21(2): 197-212.
63. Mick, D.G. and Fournier, S. (1998) 'Paradoxes of Technology: Consumer Cognizance, Emotions, and Coping Strategies', Journal of Consumer Research 25(September): 123-42.
64. Miller, D. (1983) 'The Correlates of Entrepreneurship in Three Types of Firms', Management Science 29: 770-91.
65. Mohr, J., Sengupta, S. and Slater, S. (2009) Marketing of High-Technology Products and Innovations, 3 rd edn. Upper SaddleRiver, NJ: Prentice Hall.
66. Mole, K.F., Ghobadian, A., O'Regan, N. and Liu, J. (2004) 'The Use and Deployment of Soft Process Technologies Within UK Manufacturing SMEs: An Empirical Assessment Using Logit Models', Journal of Small Business Management 42(3): 303-24.
67. Moreau, C., Lehmann, D. and Markman, A. (2001) 'Entrenched Knowledge Structures and Consumer Response to New Products', Journal of Marketing Research 38(1): 14-29.
68. Moriarty, R.T. and Kosnik, T.J. (1989) 'High-Tech Marketing: Concepts, Continuity and Change', Sloan Management Review 30(Summer): 7-17.
69. Morris, M.H., Schindehutte, M. and LaForge, R.W. (2002) 'Entrepreneurial Marketing: A Construct for Integrating Emerging Entrepreneurship and Marketing Perspectives', Journal of Marketing Theory and Practice 10(4): 1-19.
70. Morris, M.G. and Venkatesh, V. (2000) 'Age Differences in Technology Adoption Decisions: Implications for a Changing Work Force', Personnel Psychology 53(2): 375-93.
71. Mueller, S.L. and Thomas, A.S. (2000) 'Culture and Entrepreneurial Potential: A Nine Country of Locus of Control and Innovativeness', Journal of Business Venturing 16: 51-71.
72. Narver, J.D. and Slater, S.F. (1990) 'The Effect of a Market Orientation on Business Profitability', Journal of Marketing 5(October): 20-35.
73. Ndubisi, N.O., Gupta, O.K. and Ndubisi, G.C. (2005) 'The Moguls' Model of Computing: Integrating the Moderating Impact of Users' Persona into the Technology Acceptance Model', Journal of Global Information Technology Management 8(1): 27-47.
74. Ndubisi, N.O. and Kahraman, C. (2005) 'Malaysian Women Entrepreneurs: Understanding the ICT Usage Behaviors and Drivers', Journal of Enterprise Information Management 18(5-6): 721-39.
75. New York Times (2005) 'Small Business Bets Big on Technology' (27 April).
76. Nunnally, J.C. (1978) Psychometric Theory. McGraw-Hill Book Company.
77. Oviatt, B.M. and McDougall, P.P. (2005) 'Defining International Entrepreneurship and Modeling the Speed of Internationalization', Entrepreneurship Theory and Practice 29(September): 537-53.
78. Papastathopoulou, P., Avlonitis, G.J. and Panagopoulos, N.G. (2007) 'Intraorganizational Information and Communication Technology Diffusion: Implications for Industrial Sellers and Buyers', Industrial Marketing Management 36(3): 322-26.
79. Parasuraman, A. and Grewal, D. (2000) 'The Impact of Technology on the Quality-ValueLoyalty Chain: A Research Agenda', Journal of the Academy of Marketing Science 28(1): 168-74.
80. Peltier, J.W., Schibrowsky J.A. and Schultz, D.E. (2003) 'Interactive Integrated Marketing Communication: Combining the Power of IMC, the New Media and Database Marketing', International Journal of Advertising 42(4): 23-42.
81. Peltier, J.W., Schibrowsky J.A., Schultz, D.E. and Davis, J. (2002) 'Interactive Psychographics: Cross-Selling in the Banking Industry', Journal of Advertising Research 42(2): 7-22.
82. Peltier, J.W., Schibrowsky, J.A., Schultz, D.E. and Zahay, D. (2006) 'Interactive IMC: The Relational-Transactional Continuum and the Synergistic Use of Customer Data', Journal of Advertising Research 46(2): 46-159.
83. Plakoyiannaki, E. (2005) 'How Do Organizational Members Perceive CRM?: Evidence From a U.K. Service Firm', Journal of Marketing Management 21(3-4): 363-92.
84. Poon, J. M. L, Ainuddin, R.J.A. and Junit, S.H. (2006) 'Effects of Self-concept Traits and Entrepreneurial Orientation on Firm Performance', International Small Business Journal 24(1): 61-82.
85. Ravichandran, T. (2005) 'Organizational Assimilation of Complex Technologies: An Empirical Study of Component-Based Software Development', IEEE Transactions on Engineering Management 52(2): 249-68.
86. Reinartz W., Thomas, J.S. and Kumar, V. (2005) 'Balancing Acquisition and Retention Resources to Maximize Customer Profitability', Journal of Marketing 69(1): 63-79.
87. Richbell, S., Watts, H.D. and Wardle, P. (2006) 'Owner-managers and Business Planning in the Small Firm', International Small Business Journal 24(5): 496-514.
88. Rigby, D. and Bilodeau, B. (2007) Management Tools. Boston, MA: Bain and Company Study.
89. Rogers, E.M. (2003) Diffusion of Innovations, 5 th edn. New York: Free Press.
90. Rogoff, E.G., Lee, M. and Suh, D. (2004) 'Who Done It?: Attributions by Entrepreneurs and Experts of the Factors that Cause and Impede Small Business Success', Journal of Small Business Management 42(4): 364-76.
91. Sauner-Leroy, J. (2004) 'Managers and Productive Investment Decisions: The Impact of Uncertainty and Risk Aversion', Journal of Small Business Management 42(1): 1-18.
92. Sawyerr, O.O., McGee, J. and Peterson, M. (2003) 'Perceived Uncertainty and Firm Performance in SMEs - The Role of Personal Networking Activities', International Small Business Journal 21(3): 269-90.
93. Schepers, J. and Wetzels, M. (2007) 'A Meta-analysis of the Technology Acceptance Model: Investigating Subjective Norm and Moderation Effects', Information and Management 44(1): 90-103.
94. Schindehutte, M., Morris, M.H. and Kocak, A. (2008) 'Understanding Market-Driving Behavior: The Role of Entrepreneurship', Journal of Small Business Management 46(1): 4-26.
95. Shepherd, D.A. and DeTienne, D.R. (2005) 'Prior Knowledge, Potential Financial Reward, and Opportunity Identification', Entrepreneurial Theory and Practice 29(January): 91-112.
96. Shin, I. (2006) 'Adoption of Enterprise Application Software and Firm Performance', Small Business Economics 26:241-56.
97. Souder, W.E., Sherman, J.D. and Davies-Cooper, R. (1998) 'Environmental Uncertainty, Organizational Integration, and New Product Development Effectiveness: A Test of Contingency Theory', Journal of Product Innovation Management 15 (November): 520-33.
98. Speier, C. and Venkatesh, V. (2002) 'The Hidden Minefields in the Adoption of Sales Force Automation Technologies', Journal of Marketing 66(July): 98-111.
99. Srinivasan, R., Lilienand, G.L. and Rangaswamy, A. (2002) 'Technological Opportunism and Radical Technology Adoption: An Application to E-Commerce', Journal of Marketing 66(July): 47-60.
100. Stewart, W.H., Jr, Carland, J.C., Carland, J.W., Watson, W.E. and Sweo, R. (2003) 'Entrepreneurial Dispositions and Goal Orientations: A Comparative Exploration of United States and Russian Entrepreneurs', Journal of Small Business Management 41(1): 27-46.
101. Taschek, J. (2001) 'How to Avoid a CRM Failure', (15 October), URL (consulted October 2006): http://www.eweek.com
102. Tatikonda, M.V. and Stock, G.N. (2003) 'Product Technology Transfer in the Upstream Supply Chain', Journal of Product Innovation Management 20(6): 444-67.
103. Thomas, A.S. and Mueller, S.L. (2000) 'A Case for Comparative Entrepreneurship: Assessing the Relevance of Culture', Journal of International Business Studies 31: 287-301.
104. Venkatesh, V. and Davis, F.D. (2000) 'A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies', Management Science 46(2): 186-204.
105. Verhees, F.J.H.M. and Meulenberg, M.T.G. (2004) 'Market Orientation, Innovativeness, Product Innovation, and Performance in Small Firms', Journal of Small Business Management 42(2): 134-54.
106. Vermeulen, P.A.M. (2005) 'Uncovering Barriers to Complex Incremental Product Innovation in Small and Medium-Sized Financial Services Firms', Journal of Small Business Management 43(4): 432-52.
107. Wade, M. and Hulland, J. (2004) 'Review: The Resource-based View and Information Systems Research: Review, Extension, and Suggestions for Future Research', MIS Quarterly 28(1): 107-42.
108. Wang, C.K. and Ang, B.L. (2004) 'Determinants of Venture Performance in Singapore', Journal of Small Business Management 42(4): 347-63.
109. White, A.E., Daniel, M. and Mohdzain, M. (2005) 'The Role of Emergent Information Technologies and Systems in Enabling Supply Chain Agility', International Journal of Information Management 25(5): 396-410.
110. Williams, N. and William, M. (2006) 'The Influence of Entrepreneurial Risk Assessment of Venture Launch on Growth Decisions', Small Business Economics 26(3): 212-26.
111. Wu, F., Mahajan, V. and Balasubramanian, S. (2003) 'An Analysis of E-Business Adoption and its Impact on Business Performance', Academy of Marketing Science Journal 31(4): 425-34.
112. Yrle, A.C., Hartman, S. and Walsh, K.R. (2004) 'E-business: Linking Available Services and Entrepreneurial Needs', Journal of Small Business and Enterprise Development 11(3): 390-9.
113. Zahay, D. and Peltier, J. (2008) 'Interactive Strategy Formation: Organizational and Entrepreneurial Factors Related to Effective Customer Information Systems Practices in B2B Firms', Industrial Marketing Management 37(2): 191-205.
114. Zahay, D., Peltier, J., Griffin, A. and Schultz, D. (2004) 'The Role of Transactional versus Relational Data in IMC Programs: Bringing Sales and Marketing Data Together', Journal of Advertising Research 44(1): 3-18.
115. Zhang, M., Macpherson, A. and Jones, O. (2006) 'Conceptualising the Learning Process in SMEs: Improving Innovation Through External Orientation', International Small Business Journal 24(3): 299-323.