酒店组织采用eCRM系统:一个技术-组织-环境(TOE)框架

Pradeep Racherla, Clark Hu
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引用次数: 57

摘要

在商业文献中,很少有话题能引起学术界和实践者的兴趣,因为公司管理与客户的长期和有利可图的关系的好处。这种兴趣激增的结果是电子客户关系管理(eCRM)系统使用的巨大增长。eCRM系统为企业在混乱和高度竞争的市场中提供了可持续的竞争优势。在这方面,作者开发了一个研究框架,结合了影响酒店组织采用eCRM系统的各种技术、组织和环境因素。这一概念的含义,以及它对酒店研究和实践的贡献得到证实。最后,对该领域未来的研究方向进行了展望。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
eCRM System Adoption by Hospitality Organizations: A Technology-Organization-Environment (TOE) Framework
ABSTRACT Very few topics within business literature have elicited so much interest among both academia and practitioners as that of the benefits for a firm to manage long-term and profitable relationships with customers. A consequence of this surging interest is the tremendous growth in the use of electronic customer relationship management (eCRM) systems. eCRM systems provide firms with a sustainable competitive advantage in a cluttered and highly competitive marketplace. In this regard, the authors develop a research framework incorporating various technical, organizational, and environmental factors that influence the hospitality organizations' adoption of eCRM systems. The implications of this conceptualization, as well as its contribution to hospitality research and practice are substantiated. Finally, conclusions are drawn and directions for potential future research in this area are discussed.
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