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| 2. |
- Vella, Joseph, et al.
(författare)
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Effect of behavioural activation and Inhibition on CRM adoption
- 2012
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Ingår i: International Journal of Bank Marketing. - : Emerald. - 0265-2323 .- 1758-5937. ; 30:1, s. 43-59
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Tidskriftsartikel (refereegranskat)abstract
- 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.
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| 3. |
- Vella, Joseph, et al.
(författare)
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Organizational commitment and users’ perception of ease of use : A study among bank managers
- 2013
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Ingår i: Journal of Management Development. - : Emerald. - 0262-1711 .- 1758-7492. ; 32:4, s. 351-362
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Tidskriftsartikel (refereegranskat)abstract
- Purpose - This paper looks at the issue of perceived ease of use of a web-based customer relationship management system and considers the role of organizational commitment as a possible antecedent.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 have been mixed and partially conditioned by service providers’ willingness to leverage the possibilities that the technology can provide.Research limitations/implications - The study was limited to a single organization and consequently the results should be generalized with caution. Replication studies with improved measures, in other countries and contexts are desirable.Practical implications - The results can be useful for management, since Web-based customer relationship management systems have been adopted by many service providers in their quest to offer better one-to-one marketing possibilities to their customers.Originality/value - This paper demonstrates the importance of fostering a sense of organizational commitment amongst key service providers as this in turn seems to enable them to overcome many impediments pertaining to technology use.
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| 4. |
- Vella, Joseph, et al.
(författare)
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Perceived performance, equity sensitivity and organizational commitment among bank managers
- 2012
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Ingår i: Journal of Financial Services Marketing. - : Springer Science and Business Media LLC. - 1363-0539 .- 1479-1846. ; 17:1, s. 5-18
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Tidskriftsartikel (refereegranskat)abstract
- This study looks at equity sensitivity and organisational commitment and considers the possible moderation role that managers’ perception of organisational performance may have. Using an equity theory perspective, the constructs of equity sensitivity and organisational commitment, as well as the effect of perceived firm performance, are considered. A research model linking their interaction is proposed. Data are collected from managers of a commercial bank and moderated regression is used to test the hypotheses. Results support a positive effect of equity sensitivity on organisational commitment whereas high or low perceived firm performance is found to have a determining effect on this relationship.
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| 5. |
- Aad, G., et al.
(författare)
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- 2011
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swepub:Mat__t (refereegranskat)
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