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Full-Text Articles in Business
A Quantitative Model For Crm Performance Evaluations, Sanjeev K. Bordoloi, Prabhu Aggarwal, Tom Tobin
A Quantitative Model For Crm Performance Evaluations, Sanjeev K. Bordoloi, Prabhu Aggarwal, Tom Tobin
Journal of International Technology and Information Management
This paper identifies important performance measurements for the operation of CRM units in the call center industry, and then uses Data Envelopment Analysis (DEA) to compare the performances of a selected set of call centers. The results provide several managerial insights that will assist CRM managers in effective decision making, especially in the areas of increasing efficiencies and improving customer service. Overall, this paper contributes towards managing resources and processes that would aid in the acquisition and support of information technology within a firm.
The Use Of Strategic Forces To Understand Competitive Advantages Provided By Information Technology, Gerald E. Evans, Clyde Neu
The Use Of Strategic Forces To Understand Competitive Advantages Provided By Information Technology, Gerald E. Evans, Clyde Neu
Journal of International Technology and Information Management
Porter’s Five Forces model of business strategy is foundational to understanding strategic forces and the role of information technology in the larger strategic framework of an organization. The authors describe how information technology changes the strength and/or influence of the competitive forces in Porter’s model. Furthermore, understanding how specific technologies potentially change specific forces within Porter’s model is the foundation of IT strategy. This theoretical framework of strategic alignment is developed through cases demonstrating how specific technologies change the strategic forces within specific industries and how organizations should take advantage of these changing forces. Empirical evidence for the validity of …
A Primary Study Of Attributes Of Innovations During The Prediffusion Stage, Frank M. Valier, Richard V. Mccarthy, Jay E. Aronson
A Primary Study Of Attributes Of Innovations During The Prediffusion Stage, Frank M. Valier, Richard V. Mccarthy, Jay E. Aronson
Journal of International Technology and Information Management
We provide a theoretical model for testing the adoption of information technology during the prediffusion stage (research and development and early trials) of an innovation. The model was tested using Linux based applications of Open Source Software (OSS). The results of surveying 1000 members of the Linux User Groups WorldWide (LUGWW) are presented. This study is significant because it provides empirical evidence that attributes of innovations correlate with adoption during the prediffusion stage (research and development) of an innovation. This extends diffusion of innovations research and has important implications for DOI theory and practice.
Antecedents And Outcomes Of The Flow Experience: An Empirical Study In The Context Of Online Gaming, Clyde W. Holsapple, Jiming Wu
Antecedents And Outcomes Of The Flow Experience: An Empirical Study In The Context Of Online Gaming, Clyde W. Holsapple, Jiming Wu
Journal of International Technology and Information Management
This study uses flow theory and the technology acceptance model (TAM) to provide new insight into the impact of enjoyment, one important dimension of flow, on user satisfaction, user beliefs, and behavioral intention to use. In addition, based on the propositions that knowledge results in an increased ability for activity and that flow is an emotional state of activity, this paper adopts a process view of knowledge to examine the role of knowledge in predicting enjoyment. The foregoing concepts are represented in a nomological network of enjoyment. Associated hypotheses are tested by using questionnaire responses of 253 online game players.