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Organisational culture and customer relationship management (CRM) system implementation outcomes: an empirical investigation

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thesis
posted on 2022-03-28, 22:14 authored by Reiny Iriana
Using data collected from a sample of organisations implementing Customer Relationship Management (CRM) system, this study examines whether and how organisational culture is associated with the outcomes of CRM system implementations. This study also considers whether those outcomes are moderated by several additional variables: the perceived ease of using the CRM system, the compatibility of the CRM system with exisiting systems, competitive intensity, and market turbulence. This study also tests if the type of CRM initiative - Strategic, Operational or Analytical CRM - has any bearing upon CRM system implementation outcomes.

History

Alternative Title

Organisational culture and CRM system implementation outcomes.

Table of Contents

1. Introduction -- 2. Literature review -- 3. Research model -- 4. Research methodology -- 5. Data preparation and measurement model -- 6. Data analysis and results -- 7. Conclusions and implications.

Notes

Bibliography: p. 243-262 "January 2007". "This thesis is presented for the degree of Doctor of Philosophy (PhD), Macquarie Graduate School of Management, Macquarie University, Sydney Australia".

Awarding Institution

Macquarie University

Degree Type

Thesis PhD

Degree

Thesis (PhD), Macquarie University, Macquarie Graduate School of Management

Department, Centre or School

Macquarie Graduate School of Management

Year of Award

2007

Principal Supervisor

Francis Buttle

Rights

Copyright disclaimer: http://www.copyright.mq.edu.au/ Copyright Reiny Iriana 2007

Language

English

Extent

1 online resource (xii, 296 p.) ill

Former Identifiers

mq:20334 http://hdl.handle.net/1959.14/177033 1654698

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    Macquarie University Theses

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    Keywords

    Customer relations -- ManagementCorporate cultureCustomer relations

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    In Copyright

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