Current competitive challenges induced by globalization and advances in information technology have forced companies to focus on managing customer relationships, and in particular customer satisfaction, in order to efficiently maximize revenues. This paper reports exploratory research based on a mail survey addressed to the largest 1,000 Greek organizations. The objectives of the research were: to investigate the extent of the usage of customer‐ and market‐related knowledge management (KM) instruments and customer relationship management (CRM) systems by Greek organizations and their relationship with demographic and organizational variables; to investigate whether enterprises systematically carry out customer satisfaction and complaining behavior research; and to examine the impact of the type of the information system used and managers’ attitudes towards customer KM practices. In addition, a conceptual model of CRM development stages is proposed. The findings of the survey show that about half of the organizations of the sample do not adopt any CRM philosophy. The remaining organizations employ instruments to conduct customer satisfaction and other customer‐related research. However, according to the proposed model, they are positioned in the first, the preliminary CRM development stage. The findings also suggest that managers hold positive attitudes towards CRM and that there is no significant relationship between the type of the transactional information system used and the extent to which customer satisfaction research is performed by the organizations. The paper concludes by discussing the survey findings and proposing future research.
Δημοσιεύσεις μελών--ΣΔΟ--Τμήμα Λογιστικής, 2001It has been widely reported that a large number of ERP implementations fail to meet expectations. This is indicative, firstly, of the magnitude of the problems involved in ERP systems implementation and, secondly, of the importance of the ex-ante evaluation and selection process of ERP software. This paper argues that ERP evaluation should extend its scope beyond operational improvements arising from the ERP software/product per se to the strategic impact of ERP on the competitive position of the organisation. Due to the complexity of ERP software, the intangible nature of both costs and benefits, which evolve over time, and the organisational, technological and behavioural impact of ERP, a broad perspective of the ERP systems evaluation process is needed. The evaluation has to be both quantitative and qualitative and requires an estimation of the perceived costs and benefits throughout the life-cycle of ERP systems. The paper concludes by providing a framework of the key issues involved in the selection process of ERP software and the associated costs and benefits
Purpose -Aims at providing a classification of the ERP integration concept in a healthcare organization and at presenting a real world example of process integration using SAP R/3. Design/methodology/approach -Research is based on a case study involving in-depth semi-structured interviews with key stakeholders and action research conducted in the hospital during the ERP implementation period. Findings -Findings suggest that an apparently simple software implementation of an ordering process can have a considerable impact on stakeholders in a complex environment operating ERP software. Organizational change issues, implementation and integration issues of SAP R/3 with other non-SAP systems and SCM considerations are discussed. Originality/value -Analyzes enterprise integration concept specifically in a healthcare environment and describes a real world process integration solution (missing from the literature) achieved by using SAP R/3 software.
PurposeAims to look into the fundamental purpose of accounting information systems (AIS).Design/methodology/approachThe paper is based on research and the authors' own knowledge and experience.FindingsFinds that, if AISs are to justify their function, they have to be re‐defined or “re‐engineered” in light of the new developments mentioned in this article.Originality/valueThe paper indicates the complexity of accounting information systems and justifies the view that the field of research in accounting information systems is wide, multidisciplinary and promising. The results of a well‐conducted research, which is much needed, should benefit organisations and society as a whole.
scite is a Brooklyn-based organization that helps researchers better discover and understand research articles through Smart Citations–citations that display the context of the citation and describe whether the article provides supporting or contrasting evidence. scite is used by students and researchers from around the world and is funded in part by the National Science Foundation and the National Institute on Drug Abuse of the National Institutes of Health.
hi@scite.ai
10624 S. Eastern Ave., Ste. A-614
Henderson, NV 89052, USA
Copyright © 2024 scite LLC. All rights reserved.
Made with 💙 for researchers
Part of the Research Solutions Family.