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

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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.


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.


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


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

Department, Centre or School

Macquarie Graduate School of Management

Year of Award


Principal Supervisor

Francis Buttle


Copyright disclaimer: Copyright Reiny Iriana 2007




1 online resource (xii, 296 p.) ill

Former Identifiers

mq:20334 1654698