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dc.contributor.authorKarjaluoto, Heikki
dc.contributor.authorTöllinen, Aarne
dc.contributor.authorPirttiniemi, Janne
dc.contributor.authorJayawardhena, Chanaka
dc.date.accessioned2015-12-17T06:46:37Z
dc.date.available2015-12-17T06:46:37Z
dc.date.issued2014
dc.identifier.citationKarjaluoto, H., Töllinen, A., Pirttiniemi, J., & Jayawardhena, C. (2014). Intention to use mobile customer relationship management systems. <i>Industrial management and data systems</i>, <i>114</i>(6), 966-978. <a href="https://doi.org/10.1108/IMDS-11-2013-0480" target="_blank">https://doi.org/10.1108/IMDS-11-2013-0480</a>
dc.identifier.otherCONVID_23866770
dc.identifier.otherTUTKAID_62967
dc.identifier.urihttps://jyx.jyu.fi/handle/123456789/48167
dc.description.abstractPurpose – The purpose of this paper is to investigate the behavioral intentions of business-to-business (B2B) sales managers to use mobile customer relationship management (CRM) systems in the course of their day-to-day activities. Design/methodology/approach – An extended Technology Acceptance Model (TAM) of mobile CRM system adoption is developed and tested with data from 105 international sales managers representing five B2B companies. Findings – The study extends the TAM framework with three additional constructs derived from mobile technology and sales force automation literature, namely personal innovativeness in the domain of IT, perceived risk, and perceived reachability. The model demonstrates that personal innovativeness and perceived reachability have significant effects on the TAM framework. Research limitations/implications – The relatively small sample size limits the generalization of the results. Practical implications – Sales managers’ intention to adopt mobile CRM can be explained by the extended TAM framework. Understanding the key factors that influence intention to adopt a mobile CRM system will aid companies in implementing it among their sales force. Companies willing to foster adoption of a mobile CRM system among the sales force could focus on communicating the usefulness of using the system and benefits gained from enhanced reachability. Recruiting sales people with strong personal innovativeness is beneficial. Originality/value – This study responds the calls for studies on mobile platforms and on the use of mobile B2B applications in sales force management. It is among the first attempts to incorporate variables derived from mobile technology acceptance literature among the sales force into the TAM framework, to better explain acceptance of mobile CRM systems.
dc.language.isoeng
dc.publisherEmerald Group Publishing Limited
dc.relation.ispartofseriesIndustrial management and data systems
dc.subject.otherB2B sales
dc.subject.otherCRM system
dc.subject.othermobile technology
dc.subject.otherperceived reachability in the domain of IT
dc.subject.otherperceived risk
dc.subject.otherpersonal innovativeness
dc.subject.othertechnology acceptance model
dc.titleIntention to use mobile customer relationship management systems
dc.typearticle
dc.identifier.urnURN:NBN:fi:jyu-201512164068
dc.contributor.laitosKauppakorkeakoulufi
dc.contributor.laitosTietojenkäsittelytieteiden laitosfi
dc.contributor.laitosSchool of Business and Economicsen
dc.contributor.laitosDepartment of Computer Science and Information Systemsen
dc.contributor.oppiaineBasic or discovery scholarshipfi
dc.contributor.oppiaineMarkkinointifi
dc.contributor.oppiaineTietojenkäsittelytiedefi
dc.contributor.oppiaineBasic or discovery scholarshipen
dc.contributor.oppiaineMarketingen
dc.contributor.oppiaineComputer Scienceen
dc.type.urihttp://purl.org/eprint/type/JournalArticle
dc.date.updated2015-12-16T16:15:31Z
dc.type.coarjournal article
dc.description.reviewstatuspeerReviewed
dc.format.pagerange966-978
dc.relation.issn0263-5577
dc.relation.numberinseries6
dc.relation.volume114
dc.type.versionacceptedVersion
dc.rights.copyright© 2014 Emerald Group Publishing Limited. This is a final draft version of an article whose final and definitive form has been published by Emerald. Published in this repository with the kind permission of the publisher.
dc.rights.accesslevelopenAccessfi
dc.relation.doi10.1108/IMDS-11-2013-0480


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