조직특성, IS 기반, IS 기획능력 및 IS 품질이 CRM 성과에 미치는 영향

• 영문명: The Impact of the Organizational Characteristics, IS Basis, IS Planning Capability and IS Quality on the CRM Performance
• 발행기관: 한국IT서비스학회
• 저자명: 이승명(Seung-Myoung Lee) 김은홍(Eun-Hong Kim)
• 간행물 정보: 『한국IT서비스학회지』한국SI학회지 제4권 제1호, 71~105쪽, 전체 35쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2005.05.01

영문 초록

The purpose of this study was to test various variables that affect CRM performance in order to evaluate CRM performance. The results of the proposed research hypotheses are as follows; First, the IS based factors perform more important roles on system and information quality compared to organizational factors. Second, the variables of IS and planning capability play a role as a parameter. Third, among organizational factors, non-structural factors such as degrees of acceptance of business transition, support of CEO, and customer-orientation perform more important roles on CRM. Fourth, IS based factors have bigger impact on information quality than system quality. Fifth, it was proven that IS quality, proposed as a parameter and as a dependant variable, and CRM have significant relations.

목차

Abstract

1. 서 론

2. 선행연구

3. 연구모형 및 가설 설정

4. 조사 설계 및 분석

5. 결 론

참고문헌

저자소개