Relational and technological assessment of CRM providers: A multifactor study

Publication Type

Journal Article

Publication Date

1-2023

Abstract

The study examines how customers of relationship software provider perceive the technology they use and assess the relational elements of the exchange relationship. This study proposes and empirically tests a model integrating two technology components (positive prior experience and quality of technology) and four relational constructs (reputation, trust, risk, and overall relational satisfaction), and how these factors influence loyalty to a customer relationship management system provider. The findings suggest that both technology and relational factors influence loyalty. This paper provides a framework that highlights the technology and relational factors influencing loyalty to the CRM software provider, which is key to continuance.

Keywords

Customer relationship management, Technology, Relational exchange, Loyalty, Satisfaction

Discipline

Databases and Information Systems | Management Information Systems

Research Areas

Information Systems and Management

Publication

Journal of Computer Information Systems

Volume

63

Issue

1

First Page

107

Last Page

117

ISSN

0887-4417

Identifier

10.1080/08874417.2022.2031348

Publisher

Taylor and Francis Group

Additional URL

https://doi.org/10.1080/08874417.2022.2031348

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