Understanding the Antecedents to the Adoption of CRM Technology by Small Retailers

Peltier, James W.; Schibrowsky, John A.; Zhao, Yong

doi:10.1177/0266242609102276

Cited by 60 publications

(86 citation statements)

References 94 publications

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“…The theory describes several types of entrepreneurs -yet they can be clustered into one of the following main five groups: (a) Entrepreneurs motivated by necessity or opportunity (Minarcine & Shaw, 2016;Global Entrepreneurship Monitor, 2015;Rebernik et al, 2015;Amit & Muller, 2013;Hisrich et al, 2010), (b) Owner-managers or owner-supervisors (Velu & Jacob, 2016;Lee-Ross & Lashley, 2009;Peltier, Schibrowsky, & Zhao, 2009); (c) Nascent or established/experienced entrepreneurs (Emami & Dimov, 2017;Cerović, 2010;Baron & Ansley, 2006;Rebernik, Tominc, Glas, & Pšeničny, 2004;Antončič, Hisrich, Petrin, & Vahčič, 2002); (d) Family or non-family type (Randolf, Li, & Daspit, 2017;Randerson, Bettinelli, Fayolle, & Anderson, 2015;Getz & Nilsson, 2004;Medlik & Ingram 2000); (e) Business-oriented or lifestyle entrepreneur (Sun & Xu, 2017;Bredvold & Skalen, 2016;Presenza, Yucele, & Camillo;Lee-Ross & Lashley, 2009).…”

Section: Entrepreneurship In the Hospitality Sectormentioning

confidence: 99%

Types of Entrepreneurs in Small Hotels in Slovenia

Korže

Lebe

2017

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Section: Entrepreneurship In the Hospitality Sectormentioning

confidence: 99%

Types of Entrepreneurs in Small Hotels in Slovenia

Korže

Lebe

2017

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Section: Behavioural Intentionmentioning

confidence: 99%

Untitled

2017

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Museums are often regarded as a cultural destination, however they stand distinct from other purveyors of culture in that they consciously attempt at a less pronounced social and cognitive dissonance among the audience it covets. In their strife for continuity as an overarching goal, museums by necessity have moved away from being torchbearers of heritage and interpretive centers thereof, to being experiential centers and thus facing challenges associated with a duality of roles. Conscious democratization and integration efforts to draw in the masses require commensurate marketing strategies, while at the same time museums strive to offer an experience that is in effect personal. It is our contention that museums offer a unique and valuable opportunity for theoretical and empirical work in tourism consumer behavior research. To such end, this research reviews the constructs identity seeking (selfidentity), identity projection (social identity) as determinants of motivation in cultural experiential tourism. Motivation is considered along the dimensions of reflective and recreational motivation. A theoretical framework of relationship between identity and motivation to explain pre and post visitation attitude formation and behavioral intention in cultural experiential tourism is proposed, along with methodological notes on pursuant empirical research to validate the framework.Keywords: self identity, social identity, motivation, behavioral intention, cultural tourism, experiential tourism https: //doi.org/10.26493/2335-4194.10.115-128 Introduction Museums have often been regarded as a cultural destination: by definition, a bearer of legacies and heritage. New museologists have regarded museums as social institutions with their share of social, political, and economic influences and biases, and have advocated larger integration with the multi-cultural society (Stam, 1993), arguing they should not be above the concerns of the non-elite (Prentice, 2001). Pearce (1998) states it is not museums' role to be either static or enduring, thus opening itself to the only constant of the outside: change.Ironically, charges of the museums (and to a greater extent, the arts) being above the concerns of the nonelite may not be their own making, but rather imposed upon them. As Šola (1992) observes, the arts is where the social and cognitive dissonance is most pronounced, and elevating it and showcasing it as to be above the 'common man' and proclaiming art to be for the sake of the arts blunts the edges of the dissoAcademica Turistica, Year 10, No. 2, December 2017 | 115 Atanu Nath and Parmita Saha A Theoretical Positioning of Self nances. Šola (1992) holds society, art historians, and sometimes artists themselves guilty of a collusion in what he views as a self-serving and less discordant, less disconcerting positioning of the arts. If we follow this argument, then the museums can serve their inherent purpose better if they align themselves with the so-called non-elite, or rather more preferably not be segmented along such ...

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“…Although marketing in SMEs exhibits striking resemblances to CRM theory (Peltier et al, 2009;Street & Cameron, 2007;Zontanos & Anderson, 2004), the terminology of CRM is alien to the vast majority of owner-managers, where they do not use complex software packages or commit to strategic initiatives (Peltier et al, 2009;Wilson, Daniel, & Davies, 2008;Zontanos & Anderson, 2004). The reality is that owner-managers often 'do' CRM intuitively.…”

Section: E-crm In Smesmentioning

confidence: 99%

“…In SMEs, the owner-manager tends to maintain an inherent customer orientation, which may be linked to network and even customer relationship management (CRM) theory (Slotte-Kock & Coviello, 2010). The potential for introducing technology into this customer orientation is an important theoretical and practical intuitive approach to doing business that they rely on (Peltier, Schibrowsky, & Zhao, 2009;Zontanos & Anderson, 2004).…”

Section: Introductionmentioning

confidence: 99%

“…SMEs tend not to purchase complex software packages to support their CRM activities, preferring to rely on relatively simple technologies such as websites, e-mail and some data mining (Peltier et al, 2009). In any case, it is very likely that software packages would be unsuitable for the unique and smaller-scale needs of an SME (Schoder & Madeja, 2004).…”

Section: Introductionmentioning

confidence: 99%

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Exploring and explaining SME marketing: investigating e-CRM using a mixed methods approach

Harrigan

Ramsey

Ibbotson

2012

Journal of Strategic Marketing

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Small and medium-sized enterprises (SMEs) are vital to our economies, and they perform marketing resembling customer relationship management (CRM) theory. This study investigated the role of technology on the CRM activities (i.e. e-CRM) of SMEs in Ireland. This paper both reports the findings and the methodological process undertaken, which was a mixed methods research design comprising quantitative and qualitative methods. Hence this paper constitutes a methodological contribution to the small business discipline. Regarding the research problem, the research design facilitated significant theoretical and practical contributions to small business marketing, regarding using technology in customer communication and customer information management in e-CRM. SMEs are performing e-CRM that enables customer communication and customer information capabilities, but challenges focus on balancing e-communication with traditional communication and integrating technologies into existing processes. For SME owner-managers, 'Ten Commandments for e-CRM' are presented as the paper's managerial take-away.

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Understanding the Antecedents to the Adoption of CRM Technology by Small Retailers

Cited by 60 publications

References 94 publications

Types of Entrepreneurs in Small Hotels in Slovenia

Types of Entrepreneurs in Small Hotels in Slovenia

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Exploring and explaining SME marketing: investigating e-CRM using a mixed methods approach

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