Investigating the Factors Affecting Electronic Customer Relationship Management Readiness: The Case of Banks

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Investigating the Factors Affecting Electronic Customer Relationship Management Readiness: The Case of Banks

Aria, Farzad Tahmasebi and Dafoulas, George (2024) Investigating the Factors Affecting Electronic Customer Relationship Management Readiness: The Case of Banks. International Journal of Management Technology, 11 (2). pp. 1-20. ISSN 2055-0847(Print) ,2055-0855(Online)

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Abstract

This study contributes to the extant literature by empirically investigating the influence of factors on electronic Customer Relationship Management (eCRM) readiness in banks. This research leverages primary data from 377 samples to identify the eCRM readiness factors. The data in this study were collected from three private and two state banks based in Tehran, Iran's capital city. Analyzing the stakeholder perspectives of both state and private banks provided rich data for understanding the factors affecting eCRM readiness in Iran as a developing country. A key finding of this study is that strategy, culture, and technology, with their associated factors, are critical dimensions for eCRM readiness. These factors can be used to assess banks' readiness for eCRM adoption before any implementation to prevent common eCRM failure in any organization, including banks.

Item Type:	Article
Subjects:	H Social Sciences > H Social Sciences (General) T Technology > T Technology (General)
Depositing User:	Professor Mark T. Owen
Date Deposited:	29 May 2024 11:05
Last Modified:	29 May 2024 11:05
URI:	https://tudr.org/id/eprint/3020

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Investigating the Factors Affecting Electronic Customer Relationship Management Readiness: The Case of Banks. (deposited 29 May 2024 11:05) [Currently Displayed]
- Investigating the Factors Affecting Electronic Customer Relationship Management Readiness: The Case of Banks. (deposited 20 Jun 2024 15:30)

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