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المؤلفChatterjee, Sheshadri
المؤلفRana, Nripendra P.
المؤلفKhorana, Sangeeta
المؤلفMikalef, Patrick
المؤلفSharma, Anuj
تاريخ الإتاحة2023-06-12T07:01:59Z
تاريخ النشر2021-08-13
اسم المنشورInformation Systems Frontiers
المعرّفhttp://dx.doi.org/10.1007/s10796-021-10181-1
الاقتباسChatterjee, S., Rana, N. P., Khorana, S., Mikalef, P., & Sharma, A. (2021). Assessing organizational users’ intentions and behavior to AI integrated CRM systems: a Meta-UTAUT approach. Information Systems Frontiers, 1-15.
الرقم المعياري الدولي للكتاب1387-3326
معرّف المصادر الموحدhttps://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=85112479846&origin=inward
معرّف المصادر الموحدhttp://hdl.handle.net/10576/44371
الملخصThis paper tests the meta-analysis based unified theory of acceptance and use of technology (meta-UTAUT) model to predict the behavioral intentions of organizational users and their use behavior to artificial intelligence (AI) integrated customer relationship management (CRM) systems. Data was collected from 315 organizational users in India. The hypotheses draw on the theoretical underpinnings which have been statistically validated. Results show that CRM quality and satisfaction significantly influences an organization’s employees attitudes and intentions to use AI integrated CRM systems. The compatibility of CRM systems has, however, a limited impact on employees attitudes. The findings, which are aligned with the extended UTAUT model, provide useful insights into organizations and decision-makers for designing AI integrated CRM systems.
راعي المشروعThe open access funding for this research has been provided by the Qatar National Library.
اللغةen
الناشرSpringer Nature
الموضوعAI-CRM
CRM Quality
CRM satisfaction
Meta-UTAUT
User behavior
العنوانAssessing Organizational Users’ Intentions and Behavior to AI Integrated CRM Systems: a Meta-UTAUT Approach
النوعArticle
الصفحات1-15
ESSN1572-9419
dc.accessType Open Access


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