Using customer relationship management systems at university libraries

Fouad, Nehal; Algoblan, Najah Goblan

doi:10.1177/0340035216685103

Cited by 4 publications

(3 citation statements)

References 8 publications

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“…It is “a customer-focused business strategy that dynamically integrates sales, marketing, and customer care service in order to create and add value for the company and its customers” [ 38 , 39 ]. The significance of CRM is reflected in many circumstances like increasing customer retention, making assumptions concerning the future transactions of customers, and providing an extensive overview of the customers and their requirements [ 40 ].…”

Section: Customer Relationship Management (Crm)mentioning

confidence: 99%

“…ICT can function as a small business engine and benefit customer relationship management (CRM), which, in turn, could bring goals achievement to enhance competitiveness [ 3 ]. Since the majority of the Palestinian firms consist of SMEs [ 40 , 43 ], thus the adoption of CRM could materialize the goal achievement and enhance their competitiveness.…”

Section: The Palestine Market and Smesmentioning

confidence: 99%

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The determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size

2021

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CRM adoption can provide innumerable benefits to the SMEs performance, including solving customer problems in a timely manner, enhancing customer satisfaction by appointing an expert to solve issues and queries, and the like. This study aims to examine the moderating effects of the firm size in the adoption of CRM in the Palestinian SMEs. A quantitative approach was used to investigate the relationships between the variables, which are compatibility, IT infrastructure, complexity, relative advantage, security, top management support, customer pressure, and competitive pressure. A questionnaire was designed to collect data from 420 SMEs in Palestine. A total of 331 respondents completed and returned the survey. The Partial Least Square-Structural Equation Model (PLS-SEM) approach was used to assess both the measurement and structural models. The Diffusion of Innovation Theory (DOI) and Technology, Organization, and Environment Framework (TOE) framework were employed to identify the determinant factors from the technological, organizational, and environmental perspectives. The findings and conclusions of this study provide show that the moderating effect of firm size has significant effect compatibility, top management support, customer pressure, and IT infrastructure factors.

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Section: Customer Relationship Management (Crm)mentioning

confidence: 99%

Section: The Palestine Market and Smesmentioning

confidence: 99%

The determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size

2021

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“…Limited financial resources force owners/managers to be careful when adopting technology, and as such, this is the reason why small businesses mostly lack funds to adopt IS (Ghobakhloo & Tang, 2013). In the context of Egypt, university libraries face barriers relating to lack of 'financial resources' for CRM and lack of software and technologies that facilitate CRM management (Fouad & Al-Goblan, 2017). In Palestinian context, financial cost influences the behavioral intention of Higher Educational Institutions to adopt CRM technology (Badwan, Al-Shobaki, Abu Naser, & Abu Amuna, 2017).…”

Section: Financial Resourcesmentioning

confidence: 99%

The Adoption of CRM Initiative among Palestinian Enterprises: A Proposed Framework

Salah

Yusof

Mohamed

2019

IJIKM

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Aim/Purpose: This study aimed to examine the relationships among compatibility, relative advantage, complexity, IT Infrastructure, security, top Management Support, financial Support, information Policies, employee engagement, customer pressure, competitive pressure, information integrity, information sharing, attitude toward adopting technology factors, and CRM adoption Background: Customer relationship management (CRM) refers to the use of the process, information, technology, and people for the management of the interactions between the organization and its customers. Therefore, there is a need for SMEs to implement CRM practices in their businesses for competitive advantage. However, in developing nations, the adoption rate of such practices remains low. This low rate may be attributed to the lack of important factors that guide CRM adoption, and as such, the present study attempts to investigate the factors affecting CRM adoption in Palestinian SMEs. This paper used the Diffusion of Innovation Theory (DOI), Resource-Based View (RBV), and Technology, Organization, and Environment Framework (TOE) framework to identify the determinant factors from the technological, organizational, environmental, and information culture perspectives. Methodology: This study uses a quantitative approach to investigate the relationships between the variables. A questionnaire was designed to collect data from 420 SMEs in Palestine. 331respondents completed and returned the survey. The Partial Least Square-Structural Equation Model (PLS-SEM) approach was used to assess both the measurement and structural models. Contribution: This study contributes to both theory and practitioners by providing insights into factors that affect CRM adoption in Palestinian SMEs, which did not explore before. Future research suggestions are also provided. Findings: The results of the study prove that the adoption of CRM depends on compatibility (CMP), security (SEC), top management support (TMS), information policies (INP), financial resources (FR), employee engagement (EEN), competitive pressure (COP), customers pressure (CUP), attitude toward adopting technology (ATA), information integrity (INI), and information sharing (INS). Surprisingly, complexity (CMX), IT infrastructure (ITI), and relative advantage (RLA) do not play any role in CRM adoption in Palestine. Recommendations for Practitioners: This study provides practitioners with the important factors for CRM adoption upon its successful implementation in the context of Palestinian SMEs. Recommendation for Researchers: Our findings may be used to conduct further studies about compatibility, security, top management support, information policies, financial resources, employee engagement, competitive pressure, customers pressure, attitude toward adopting technology, information integrity, information sharing factors, and CRM adoption by using different countries, procedure, and context. Impact on Society: The proposed framework provides insights for SMEs which have significant effects for research and practice to help facilitate the adoption of CRM Future Research: The findings may also be compared to other studies conducted in different contexts and provide deeper insights into the influence of the examined contexts on the employees’ intention toward CRM adoption in banking and universities. It would be fruitful to test whether the results hold true in developed and developing countries.

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Technology and change management in academic libraries: An overview and literature review

Atkinson

2021

Technology, Change and the Academic Library

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Using customer relationship management systems at university libraries

Cited by 4 publications

References 8 publications

The determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size

The determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size

The Adoption of CRM Initiative among Palestinian Enterprises: A Proposed Framework

Technology and change management in academic libraries: An overview and literature review

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