The adoption of techno-relationship innovations: A framework for electronic customer relationship management

Marketing Intelligence and Planning

Volumn 27, Issue 3, 2009, Pages 380-412

  Sophonthummapharn, Kittipong ^a  

^a UMEÅ UNIVERSITY   (Sweden)

Author keywords

Customer relations; Electronic commerce; Small to medium sized enterprises; Technology led strategy; Thailand

Indexed keywords

EID: 68549125139     PISSN: 02634503     EISSN: None     Source Type: Journal    
DOI: 10.1108/02634500910955254     Document Type: Article

References (66)

1. Ajzen, I. (1991), The theory of planned behavior, Organizational Behavior and Human Decision Processes, Vol. 50 No. 2, pp. 179-211.
2. Al-Qirim, N. (2005), An empirical investigation of an e-commerce adoption-capability model in small businesses in New Zealand, Electronic Markets, Vol. 15 No. 4, pp. 418-37.
3. Bagozzi, R.P., Baumgartner, H. and Yi, Y. (1992), State versus action orientation and the theory of reasoned action: an application to coupon usage, Journal of Consumer Research, Vol. 18 No. 4, pp. 505-18.
4. Baker, W.E. and Sinkula, J.M. (1999), The synergistic effect of market orientation and learning orientation on organizational performance, Journal of the Academy of Marketing Science, Vol. 27 No. 4, pp. 411-27.
5. Beck, L. and Ajzen, I. (1991), Predicting dishonest actions using the theory of planned behaviour, Journal of Research in Personality, Vol. 25 No. 3, pp. 285-301.
6. Buchanan, R. and Gilles, C. (1990), Value managed relationship: the key to customer retention and profitability, European Management Journal, Vol. 8 No. 4, pp. 523-6.
7. Carayannis, E.G. and Turner, E. (2006), Innovation diffusion and technology acceptance: the case of PKI technology, Technovation, Vol. 26 No. 7, pp. 847-55.
8. Chen, Q. and Chen, H. (2004), Exploring the success factors of eCRM strategies in practice, Database Marketing & Customer Strategy Management, Vol. 11 No. 4, pp. 333-43.
9. Chwelos, P., Benbasat, I. and Dexter, A.B. (2001), Research report: empirical test of an EDI adoption model, Information Systems Research, Vol. 12 No. 3, pp. 304-21.
10. Compeau, D.R. and Higgins, C.A. (1995), Computer self-efficacy: development of a measure and initial test, MIS Quarterly, Vol. 19 No. 2, pp. 189-211.
11. Compeau, D.R., Higgins, C.A. and Huff, S. (1999), Social cognitive theory and individual reactions to computing technology: a longitudinal study, MIS Quarterly, Vol. 23 No. 2, pp. 145-58.
12. Davis, F.D. (1989), Perceived usefulness, perceived ease of use, and end user acceptance of information technology, MIS Quarterly, Vol. 13 No. 3, pp. 318-39.
13. Davis, F.D., Bagozzi, R.P. and Warshaw, P.R. (1989), User acceptance of computer technology: a comparison of two theoretical models, Management Science, Vol. 35 No. 8, pp. 982-1003.
14. Delone, W.H. (1988), Determinants of success for computer usage in small businesses, MIS Quarterly, Vol. 12 No. 1, pp. 51-61.
15. Dess, G.G. and Lumpkin, G.T. (2005), The role of entrepreneurial orientation in stimulating effective corporate entrepreneurship, Academy of Management Executive, Vol. 19 No. 1, pp. 147-56.
16. Dholakia, R.R. and Kshetri, N. (2004), Factors impacting the adoption of the internet among SMEs, Small Business Economics, Vol. 23 No. 4, pp. 311-22.
17. Dyche, J. (2001), The CRM Handbook: A Business Guide to Customer Relationship Management, Addison-Wesley, Reading, MA.
18. Fishbein, M. and Ajzen, I. (1975), Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research, Addison-Wesley, Reading, MA.
19. Fjermestad, J. and Romano, N.C. Jr (2003), Electronic customer relationship management: revisiting the general principles of usability and resistance - an integrative implementation framework, Business Process Management Journal, Vol. 9 No. 5, pp. 572-91.
20. Fleischer, J. (2001), Changing the fabric of customer service, Call Center Magazine, Vol. 14 No. 5, pp. 24-38.
21. Grandon, E.E. and Pearson, J.M. (2004), Electronic commerce adoption: an empirical study of small and medium US businesses, Information & Management, Vol. 42 No. 1, pp. 197-216.
22. Grönroos, C. (1990), Service Management and Marketing: Managing the Moments of Truth in Service competition, Lexington Books, Lexington, MA.
23. Hair, J.F. Jr, Babin, B., Money, A. and Samouel, P. (2003), Essentials of Business Research Methods, Wiley, New York, NY.
24. Harrison, D.A, Mykytyn, P.P. and Riemenschneider, C.K. (1997), Executive decisions about adoption of information technology in small business: theory and empirical tests, Information Systems Research, Vol. 8 No. 2, pp. 171-95.
25. Hill, T., Smith, N.D. and Mann, M.F. (1987), Role of efficacy expectations in predicting the decision to use advanced technologies: the case of computers, Journal of Applied Psychology, Vol. 72 No. 2, pp. 307-13.
26. Jaworski, B.J. and Kohli, A.K. (1993), Market orientation: antecedents and consequences, Journal of Marketing, Vol. 57 No. 3, pp. 53-70.
27. Jayachandran, S., Sharma, S., Kaufman, P. and Raman, P. (2005), The role of relational information processes and technology use in customer relationship management, Journal of Marketing, Vol. 69 No. 4, pp. 177-92.
28. Jeon, B.N., Han, K.S. and Lee, M.J. (2006), Determining factors for the adoption of e-business: the case of SMEs in Korea, Applied Economics, Vol. 38 No. 16, pp. 1905-16.
29. Kalakota, R. and Robinson, M. (2001), E-Business 2.0: Roadmap for Success, Addison-Wesley, Reading, MA.
30. Karahanna, E., Straub, D. and Chervany, N. (1999), Information technology adoption across time: a cross-sectional comparison of pre-adoption and post-adoption beliefs, MIS Quarterly, Vol. 23 No. 2, pp. 183-213.
31. Kim, S.S. and Malhotra, N.K. (2005), A longitudinal model of continued is use: an integrative view of four mechanisms underlying postadoption phenomena, Management Science, Vol. 51 No. 5, pp. 741-55.
32. Kotler, P. (2000), Marketing Management: Analysis, Planning, Implementation, and Control, 10th ed., Prentice-Hall, Englewood Cliffs, NJ.
33. Kuan, K.K.Y. and Chau, P.Y.K. (2001), A perception-based model for EDI adoption in small businesses using a technology-organization-environment framework, Information & Management, Vol. 38 No. 8, pp. 507-21.
34. Lee, J. (2004), Discriminant analysis of technology adoption behavior: a case of internet technologies in small businesses, Journal of Computer Information Systems, Vol. 44 No. 4, pp. 57-66.
35. Lee-Kelley, L., Gilbert, D. and Mannicom, R. (2003), How e-CRM can enhance customer loyalty, Marketing Intelligence & Planning, Vol. 21 No. 4, pp. 239-48.
36. Lees, J.D. (1987), Successful development of small business information systems, Journal of Systems Management, Vol. 38 No. 9, pp. 32-9.
37. Lertwongsatien, C. and Wongpinunwatana, N. (2003), E-commerce adoption in Thailand: an empirical study of small and medium enterprises (SMEs), Journal of Global Information Technology Management, Vol. 6 No. 3, pp. 67-83.
38. Levitt, T. (1960), Marketing myopia, Harvard Business Review, Vol. 38 No. 4, pp. 45-56.
39. Mathieson, K. (1991), Predicting user intentions: comparing the technology acceptance model with the theory of planned behavior, Information Systems Research, Vol. 2 No. 3, pp. 173-91.
40. Matsuno, K. and Mentzer, J.T. (2000), The effect of strategy type of the market orientation-performance relationship, Journal of Marketing, Vol. 64 No. 4, pp. 1-16.
41. Mehrtens, J., Cragg, P.B. and Mills, A.M. (2001), A model of internet adoption by SMEs, Information & Management, Vol. 39 No. 3, pp. 165-76.
42. Mirchandani, D.A. and Motwani, J. (2001), Understanding small business electronic commerce adoption: an empirical analysis, Journal of Computer Information Systems, Vol. 41 No. 3, pp. 70-3.
43. Moore, G.C. and Benbasat, I. (1991), Development of an instrument to measure the perceptions of adopting an information technology innovation, Information Systems Research, Vol. 2 No. 3, pp. 192-222.
44. Narver, J.C. and Slater, S.F. (1990), The effect of a marketing orientation on business profitability, Journal of Marketing, Vol. 54 No. 4, pp. 20-35.
45. Nunnally, J.C. (1978), Psychometric Theory, 2nd ed., McGraw-Hill, New York, NY.
46. OECD (2005), SME and Entrepreneurship Outlook, Organisation for Economic Co-operation and Development Publishing, Paris.
47. Porter, M.E. and Millar, V.E. (1985), How information gives you competitive advantage, Hardvard Business Review, Vol. 63 No. 4, pp. 149-60.
48. Premkumar, G. and Roberts, M. (1999), Adoption of new information technologies in rural small businesses, OMEGA, the International Journal of Management Science, Vol. 27 No. 4, pp. 467-84.
49. Rebolledo, C., Ricard, L. and Préfontaine, L. (2005), The potential of information technology in facilitating relationship marketing: the case of large Canadian firms, Journal of Relationship Marketing, Vol. 4 No. 1, pp. 57-71.
50. Rigby, D.K., Reichheld, F.F. and Schefter, P. (2002), Avoid the four perils of CRM, Harvard Business Review, Vol. 80 No. 2, pp. 101-9.
51. Roger, E. (1962), Diffusion of Innovation, The Free Press, New York, NY.
52. Roger, E. (2003), Diffusion of Innovation, 5th ed., The Free Press, New York, NY.
53. Seyal, A.H., Awais, M.M., Shamail, S. and Abbas, A. (2004), Determinants of electronic commerce in Pakistan: preliminary evidence from small and medium enterprises, Electronic Markets, Vol. 14 No. 4, pp. 372-87.
54. Taylor, S. and Todd, P.A. (1995), Understanding information technology usage: a test of competing models, Information Systems Research, Vol. 6 No. 2, pp. 144-76.
55. Thong, J.Y.L. (1999), An integrated model of information systems adoption in small businesses, Journal of Management Information Systems, Vol. 15 No. 4, pp. 187-214.
56. Thong, J.Y.L. and Yap, C.S. (1995), CEO characteristics, organizational characteristics and information technology adoption in small businesses, Omega, International of Journal Management Sciences, Vol. 23 No. 4, pp. 429-42.
57. Tornatzky, L.G. and Fleischer, M. (1990), The Process of Technological Innovation, Lexington Books, Lexington, MA.
58. Tornatzky, L.G. and Klein, K.J. (1982), Innovation characteristics and innovation adoption-implementation: a meta-analysis of findings, IEEE Transactions on Engineering Management, Vol. 29 No. 1, pp. 28-45.
59. Venkatesh, V. and Davis, F.D. (1996), A model of the antecedents of perceived ease of use: development and test, Decision Sciences, Vol. 27 No. 3, pp. 451-82.
60. Venkatesh, V. and Davis, F.D. (2000), A theoretical extension of the technology acceptance model: four longitudinal field studies, Management Science, Vol. 46 No. 2, pp. 186-204.
61. Venkatesh, V., Morris, M.G., Davis, G.B. and Davis, F.D. (2003), User acceptance of information technology: toward a unified view, MIS Quarterly, Vol. 27 No. 3, pp. 425-78.
62. Webster, F.E. Jr (1988), Rediscovering the marketing concept, Business Horizons, Vol. 31 No. 3, pp. 29-39.
63. Wu, K.L. and Wu, K.W. (2005), A hybrid technology acceptance approach for exploring e-CRM adoption in organizations, Behaviour & Information Technology, Vol. 24 No. 4, pp. 303-16.
64. Wymer, S.A. and Regan, E.A. (2005), Factors influencing e-commerce adoption and use by small and medium businesses, Electronic Markets, Vol. 15 No. 4, pp. 438-53.
65. Yi, M.Y., Jackson, J.D., Park, J.S. and Probst, J.C. (2006), Understanding information technology acceptance by individual professionals: Toward an integrative view, Information & Management, Vol. 43 No. 3, pp. 350-63.
66. Fisk, G. and Dixon, D.F. (1967), Theories of Marketing Systems, Harper & Row, New York, NY.