NDLI: A conceptual model for acceptance of social CRM systems based on a scoping study

Content Provider	Springer Nature Link
Author	Askool, Sanaa Nakata, Keiichi
Copyright Year	2010
Abstract	Recent developments in information technology and Web services have increased the potential for creating more rapid and extensive social networks and business relationships. Web 2.0 technologies, commonly referred to as online social media, have become important tools within the growth of information and communication technology (ICT) in the last few years. Web 2.0 tools such as blogs, Wiki and other services, which are widely used by individuals, also have an effect on customer relationship management (CRM) systems. Consequently, social CRM (SCRM) is emerging as a new paradigm for integrating social networking in more traditional CRM systems. However, social CRM is yet to be fully utilised as a value-adding tool in improving customer relationships. This paper reports on a scoping study that explored the current situation of CRM adoption in banking industry in Saudi Arabia. The aim of this paper is to identify the factors that may influence businesses and customers’ adoption of social CRM. Various models have been proposed to study ICT and information systems acceptance and usage. This paper proposes an enhancement to one of these models, specifically the Technology Acceptance Model (TAM), by incorporating a range of factors identified in the social networking and business relationships literature believed to influence social CRM adoption. In particular, the model proposes that familiarity, caring behaviour, sharing information and perceived trustworthiness can generate cognitive view about the relationships between employees and customers. This view besides Web 2.0 features may offer a way of analysing the potential adoption of social CRM.
Starting Page	205
Ending Page	220
Page Count	16
File Format	PDF
ISSN	09515666
Journal	AI & SOCIETY
Volume Number	26
Issue Number	3
e-ISSN	14355655
Language	English
Publisher	Springer-Verlag
Publisher Date	2010-11-30
Publisher Place	London
Access Restriction	One Nation One Subscription (ONOS)
Subject Keyword	CRM Web 2.0 Social CRM TAM Saudi Arabia Developing countries Engineering Economics, Organization, Logistics, Marketing Artificial Intelligence (incl. Robotics) Control, Robotics, Mechatronics Computer Science
Content Type	Text
Resource Type	Article
Subject	Philosophy Artificial Intelligence Human-Computer Interaction

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1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
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