Evaluating effects of mobile CRM on employees performance

Evaluating effects of mobile CRM on employees performance – Changsu Kim.

Đánh giá tác động của Mobile CRM đến hiệu suất làm việc của nhân viên – Changsu Kim.

Purpose – The purpose of this paper is to examine employees ’ personal performance after mobile customer relationship mana gement (m-CRM) use based on an updated model of information system (IS) success. The authors also investigate whether personal performance of employees varies according to the period of m-CRM use.

Design/methodology/approach – Bootstrapping is employed to analyze data collected from a survey of firms using m-CRM. The survey targeted executives and staff members in departments related to the development and application of m-CRM systems.

Findings – The results indicate that some of the factors had no significant effect on employees ’ personal performance through employee satisfaction and system use as mediators. Overall, however, the three types of quality had significant effects on employees ’ personal performance through employee satisfaction and system use.

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Evaluating effects of mobile CRM on employees performance – Changsu Kim.

Đánh giá tác động của Mobile CRM đến hiệu suất làm việc của nhân viên – Changsu Kim.

Purpose – The purpose of this paper is to examine employees ’ personal performance after mobile customer relationship mana gement (m-CRM) use based on an updated model of information system (IS) success. The authors also investigate whether personal performance of employees varies according to the period of m-CRM use.

Design/methodology/approach – Bootstrapping is employed to analyze data collected from a survey of firms using m-CRM. The survey targeted executives and staff members in departments related to the development and application of m-CRM systems.

Findings – The results indicate that some of the factors had no significant effect on employees ’ personal performance through employee satisfaction and system use as mediators. Overall, however, the three types of quality had significant effects on employees ’ personal performance through employee satisfaction and system use.

LINK DOWNLOAD

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