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AuthorChatterjee, Sheshadri
AuthorRana, Nripendra P.
AuthorKhorana, Sangeeta
AuthorMikalef, Patrick
AuthorSharma, Anuj
Available date2023-06-12T07:01:59Z
Publication Date2021-08-13
Publication NameInformation Systems Frontiers
Identifierhttp://dx.doi.org/10.1007/s10796-021-10181-1
CitationChatterjee, 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.
ISSN1387-3326
URIhttps://www.scopus.com/inward/record.uri?partnerID=HzOxMe3b&scp=85112479846&origin=inward
URIhttp://hdl.handle.net/10576/44371
AbstractThis 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.
SponsorThe open access funding for this research has been provided by the Qatar National Library.
Languageen
PublisherSpringer Nature
SubjectAI-CRM
CRM Quality
CRM satisfaction
Meta-UTAUT
User behavior
TitleAssessing Organizational Users’ Intentions and Behavior to AI Integrated CRM Systems: a Meta-UTAUT Approach
TypeArticle
Pagination1-15
ESSN1572-9419
dc.accessType Open Access


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