The using attitudes of CRM system for new users
Autor: | 蕭嘉宏 |
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Rok vydání: | 2003 |
Druh dokumentu: | 學位論文 ; thesis |
Popis: | 91 For dealing with the completion of customers-oriented era, many businesses have employed Customers Relations Management (CRM) systems. However, the key points for the system to perform well are attitudes of users. The purpose of this paper is to discuss the attitudes to use a CRM system for new users who are working in an outsourcing service customer service center. As a field study, the employees of a Teleservice & Technology Company customer service center in Taiwan are sampled. All of the using experience of samples are less than one year. Through two intermediate variables of Technology Acceptance Model(TAM), the perceptions of usefulness and ease of use, the internal and external exogenous factors are investigated to analyze the using attitudes of users. These factors include computer knowledge, organizational system of company and the characteristics of system. For the above analysis, a casual model is constructed. The results indicated that the factors of organizational system would indirectly influence users’ using attitudes through the perceived of usefulness, and so do the factors of system characteristics but through the perceived of ease of use. Through both of the above two paths, the attitudes of users also affected by the factors of computer knowledge indirectly. Besides, the basic hypothesis of TAM models are also hold, i.e. the ease of use significantly the usefulness, and both of them significantly affect the using attitudes of users. The results can provide useful information for the managers of customer service center in the management of human resources. |
Databáze: | Networked Digital Library of Theses & Dissertations |
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