Earticle

초록

영어

In this study, the validity of CRM introductory is defined as a driving force for the introduction of technology and concepts such as competence factors of CRM. Effect on the ability to verify the information technology CRM using this concept, we examined the effect of force CRM information technology has on the outcome from the point of view of the customer interaction. And we have tested the moderate effect for size of the company and the industry shape to the relationship between the adequacy and implementation of CRM. As a result, technical adequacy and competence of CRM implementation CRM, has a significant causal relationship to CRM information technology capability, Competence of CRM implementation has a causal relationship with care for the outcome of the interaction of the customer, shows the validity of the introduction of CRM companies are seeking. Modulatory effect was verified using the company's size and industry classification, was significant only for the classification of industries. This result shows that must find ways to introduce the CRM industry depending on the form of different.

목차

Abstract
 1. 서론
 2. 이론적 배경
  2.1 CRM 도입 적절성
  2.2 CRM 정보기술역량
  2.3 CRM 투자에 따른 경영성과
 3. 연구모형 및 연구조사의 설계
  3.1 연구모형
  3.2 연구조사 설계
 4. 실증 분석
  4.1 자료 수집과 인구통계학적 분석
  4.2 신뢰도분석 및 탐색적 요인분석
  4.3 2차 확인 요인분석
  4.4 가설검정
 5. 결론
 참고문헌

키워드

저자

• 이정민 [ Jung Min Lee | 경희대학교 대학원 경영컨설팅학과 박사과정 수료, 마이크로소프트, 이사 ]
• 송상호 [ Sang Ho Song | 경희대학교 대학원 경영컨설팅학과, 교수 ]
• 전희준 [ Hea June Jeon | 건양대학교 글로벌경영학부, 부교수 ] 교신저자

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  JITAM [Journal of Information Technology Applications and Management]

• 간기

  격월간

• pISSN

  1598-6284

• eISSN

  2508-1209

• 수록기간

  1999~2026

• 십진분류

  KDC 005 DDC 005