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Effect of behavioural activation and Inhibition on CRM adoption
Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
University of Malta.
Segal Graduate School of Business.
2012 (English)In: International Journal of Bank Marketing, ISSN 0265-2323, E-ISSN 1758-5937, Vol. 30, no 1, p. 43-59Article in journal (Refereed) Published
Abstract [en]

Purpose - This paper seeks to examine the effect of behavioural inhibition and behavioural activation systems on users’ intention to adopt CRM applications.Design/methodology/approach - Data for this study were collected from among managers of a major player in the community banking sector within the E.U. A total of 274 valid responses were obtained from 398 managers. Findings - Results indicate that individuals with different combinations of BIS-BAS levels demonstrate varying degrees of willingness in adopting and contributing towards the CRM system.Practical implications - The results can be useful for HR managers, who can screen individuals for positions requiring customer interface and effectice use of CRM systems. The need to align employees’ characteristics with CRM goals and strategies is critical to the successful application of CRM systems but has often not been given sufficient attention. Originality/value - This paper demonstrates that individual behaviour can be attributed to different personality traits which in turn can be traced back to physiological as well as psychological origins.

Place, publisher, year, edition, pages
2012. Vol. 30, no 1, p. 43-59
National Category
Business Administration
Research subject
Industrial Marketing
Identifiers
URN: urn:nbn:se:ltu:diva-8503DOI: 10.1108/02652321211195695Scopus ID: 2-s2.0-84856406144Local ID: 704bf740-54e7-4380-971c-712557d0d4d3OAI: oai:DiVA.org:ltu-8503DiVA, id: diva2:981441
Note
Validerad; 2012; 20111122 (andbra)Available from: 2016-09-29 Created: 2016-09-29 Last updated: 2018-07-10Bibliographically approved

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Vella, Joseph

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CiteExportLink to record
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Citation style
  • apa
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  • nn-NB
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  • Other locale
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Output format
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