Adoption of AI-integrated CRM system by Indian industry: from security and privacy perspective

Chatterjee, Sheshadri; Ghosh, Soumya K.; Chaudhuri, Ranjan; Chaudhuri, Sumana

doi:10.1108/ics-02-2019-0029

Cited by 57 publications

(37 citation statements)

References 85 publications

(65 reference statements)

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“…Juang and Jing revealed that various technologies, especially digital payment should have the security that is adequate (Jung & Jang, 2014). According to research earlier, perceived security proved to be one of the factors that is important in improving trust (Khalilzadeh et al, 2017;Mostafa, 2020;Roca et al, 2009) and behaviour intention (Alshurideh et al, 2021;Chatterjee et al, 2020;Mostafa, 2020;Semerikova, 2020). So based on these explanations, several hypotheses that can be proposed in this study are: H4 = Perceived Security has a significant positive effect on Trust of Digital Payment using QR Code H5 = Perceived Security has a significant positive effect on Behavior Intention of Digital Payment using QR code.…”

Section: Perceived Securitymentioning

confidence: 78%

Digital Payment During Pandemic: An Extension of The Unified Model of QR Code

Musyaffi

Johari

Rosnidah

et al. 2021

Acad. J. Interdiscip. Stud.

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QR Code Indonesian Standard (QRIS) is a digital payment system using a QR code that officially regulated in 2020. However, during the implementation of QRIS, there were still several problems, including security and data problems. The balance at the transaction time was not truncated, misuse of data, and application errors when scanning QR codes. This study aims to determine the factors that affect the acceptance of digital payments using QRIS. Especially those related to gaps in problems and research by combining the theory of acceptance and use of technology (UTAUT) and other variables that are also a problem in applying digital payments Security and Trust. The target population of this study is all digital payment users who use QRIS. Through the convenience sampling method, with a sample of 205 respondents. The questionnaire is distributed through an online questionnaire with Microsoft form. After that, the data will be evaluated using the Structural Equation Model (SEM) - Partial Least Square (PLS). The study results show that security as a reference is fundamental for users to increase their intention to use QR codes. Meanwhile, other components such as performance expectations and trust have proven to be essential components in initiating the intention to use digital payments using QR Code. However, not all variables from UTAUT have a significant impact, such as effory expectations. This is because an essential point in using digital payments using QR codes, especially during a pandemic, requires more security and productivity. Received: 19 June 2021 / Accepted: 15 September 2021 / Published: 5 November 2021

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Section: Perceived Securitymentioning

confidence: 78%

Digital Payment During Pandemic: An Extension of The Unified Model of QR Code

Musyaffi

Johari

Rosnidah

et al. 2021

Acad. J. Interdiscip. Stud.

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“…The concept of value cocreation is associated with metacontextual activities that mainly depend on the characteristics of the consumers' lifestyle (Busser and Shulga, 2019). Marketing concepts include value-in-exchange (depends during sale time) (Ruiz-Alba et al, 2019) and value-in-use (after-sale issues) (Erhardt et al, 2019;Ghosh et al, 2020b). The co-creation value depends more on the valuein-use concept that includes dissemination of the use-experience of the consumers (Alzaydi et al, 2018;Roy et al, 2019).…”

Section: Theoretical Frameworkmentioning

confidence: 99%

Value co-creation and social media at bottom of pyramid (BOP)

Chatterjee

Nguyen

2021

Self Cite

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Purpose The purpose of this study is to examine the value co-creation at bottom of the pyramid (BOP) using social media and to investigate how it is impacted by age, gender and peer influence. Design/methodology/approach A BOP approach provides sustainable profits by involving low-income producers and consumers by way of co-creating values. The focus of the BOP approach in the business environment in this study is to establish co-creation among the different stakeholders at the BOP level. With the help of a literature review and related theories, a conceptual model has been developed. The model has been tested statistically for validation using a survey by considering 314 usable respondents. Findings This study has focused on the impact of different issues such as age, gender and peer influence concerning the consumers at BOP segments involving in co-creation activities. The study finds that people at BOP segments emphasize more social media usage compared to the influence of peers in the context of co-creating values. Research limitations/implications Co-creation at BOP is a new approach. This study is unique research where it identifies the impact of gender, age and peer influence at the BOP level consumers for co-creation activities. The study also highlights the influence of social media on BOP consumers for co-creating values. The model so developed along with the findings of this study contribute to the overall body of knowledge in this area which has a wider theoretical and social implication. Practical implications The proposed model in this study can help organizations to understand the impact of age, gender, peer influence on value co-creation activities at BOP using social media. This study can help managers of the organizations involved in co-creation at BOP to formulate an appropriate strategy to get engaged with the customers at BOP. Finally, this study can motivate customers to value co-creating and engaging with organizations. Originality/value This study has primarily identified the impact of age, gender and peer influence for the consumers at BOP segments and is involved in different co-creation activities. The study has been mainly conducted in India, an emerging economy. None of such studies has been conducted in the emerging markets. Thus, this study claims to have possessed its uniqueness.

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“…The CRM tool helps an organization to know the customers more systematically and methodically "by identifying a company's best customers and maximizing the value from them by satisfying and retaining them" (Kennedy, 2006, p. 58). The AI integrated CRM system is essential for improving the analysis system of a huge volume of data of customers facing less complexity (Wen and Chen, 2010;Nguyen and Simkin, 2013;Chatterjee et al, 2020c). However, such adoption of AI integrated CRM system in the organizations will be deemed to be successful if the users (employees) realize its utility and appreciate the use by feeling pleasure and enjoyment to use this complex but effective system (Nguyen and Mutum, 2012;Roy et al, 2018).…”

Section: Introductionmentioning

confidence: 99%

Adoption of artificial intelligence integrated CRM system: an empirical study of Indian organizations

Chatterjee

Nguyen²,

Ghosh

et al. 2020

Self Cite

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Purpose The purpose of this study is to explore the behavioral intention of the employees to adopt artificial intelligence (AI) integrated customer relationship management (CRM) system in Indian organizations. Design/methodology/approach To identify the factors impacting the behavioral intention of the employees to adopt AI integrated CRM system in Indian organizations helps of literature review and theories have been taken. Thereafter, some hypotheses have been formulated followed by the development of a theoretical model conceptually. The model has been tested statistically for validation using a survey by considering 308 usable respondents. Findings The results of this study show that perceived usefulness and perceived ease of use directly impact the behavioral intention of the employees to adopt an AI integrated CRM system in organizations. Also, these two exogenous factors impact the behavioral intention of the employees to adopt an AI integrated CRM system mediating through two intermediate variables such as utilitarian attitude (UTA) and hedonic attitude (HEA). The proposed model has achieved predictive power of 67%. Research limitations/implications By the help of the technology acceptance model and motivational theory, the predictors of behavioral intention to adopt AI integrated CRM systems in organizations were identified. The effectiveness of the model was strengthened by the consideration of two employee-centric attitudinal attributes such as UTA and HEA, which is claimed to have provided contributions to the extant literature. The proposed theoretical model claims a special theoretical contribution as no extant literature considered the effects of leadership support as a moderator for the adoption of an AI integrated CRM system in Indian organizations. Practical implications The model implies that the employees using AI integrated CRM system in organizations must be made aware of the usefulness of the system and the employees must not face any complexity to use the system. For this, the managers of the concerned organizations must create a conducive atmosphere congenial for the employees to use the AI integrated CRM system in the organizations. Originality/value Studies covering exploration of the adoption of AI integrated CRM systems in Indian organizations are found to be in a rudimentary stage and in that respect, this study claims to have possessed its uniqueness.

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Adoption of AI-integrated CRM system by Indian industry: from security and privacy perspective

Cited by 57 publications

References 85 publications

Digital Payment During Pandemic: An Extension of The Unified Model of QR Code

Digital Payment During Pandemic: An Extension of The Unified Model of QR Code

Value co-creation and social media at bottom of pyramid (BOP)

Adoption of artificial intelligence integrated CRM system: an empirical study of Indian organizations

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