کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
553273 873469 2012 9 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
The effect of CRM use on internal sales management control: An alternative mechanism to realize CRM benefits
موضوعات مرتبط
مهندسی و علوم پایه مهندسی کامپیوتر سیستم های اطلاعاتی
پیش نمایش صفحه اول مقاله
The effect of CRM use on internal sales management control: An alternative mechanism to realize CRM benefits
چکیده انگلیسی

This case study investigates how effective internal sales management control is achieved through CRM use and why enhanced control is beneficial to firms, which are largely overlooked by the extant literature. The main theoretical lens is organizational control theories. Results show that CRM use strengthened formal control and informal control simultaneously. Formal control was significantly boosted by enhanced outcome measurability and process visibility of sales work. CRM use also facilitated informal control, by serving as the carrier of new institutional processes and sales philosophy, which bolstered clan control, and by functioning as tools for self-control.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Information & Management - Volume 49, Issue 6, October 2012, Pages 269–277
نویسندگان
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