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How does Organizational Culture Impact Intention to use Customer Relationship Management Amongst Employees?
Luleå University of Technology, Department of Business Administration, Technology and Social Sciences.
2016 (English)Independent thesis Advanced level (professional degree), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

Purpose: The aim of this thesis is to elaborate on if organisational culture has an impact on the intention to use a CRM system.

Methodology: The data was collected by use of an online questionnaire, the questions used were created based on the literature review andmeasured according to a 5 point Likert-scale

Conclusion: Organisational culture has no meaningful impact on intention touse CRM. This since each of the culture types produced results which were outside acceptable perimeters.

Out of the three aspects of the technology acceptance model,attitude has the biggest impact on intention to use CRM. PEOU and PU were not within acceptable perimeters.

Neither PU nor PEOU had a statistical significant impact on attitude, leaving attitude as a sole positive contributor to intentionto use CRM.

K

Place, publisher, year, edition, pages
2016. , 47 p.
Keyword [en]
CRM, organisational culture, competing values model, technology acceptance model, CRM adoption, intention to use CRM
National Category
Other Engineering and Technologies not elsewhere specified
Identifiers
URN: urn:nbn:se:ltu:diva-60033OAI: oai:DiVA.org:ltu-60033DiVA: diva2:1040924
Educational program
Industrial and Management Engineering, master's level
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Examiners
Available from: 2016-11-11 Created: 2016-10-30 Last updated: 2016-11-11Bibliographically approved

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Vikström, Fredrik
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