{"id":"https://openalex.org/W1550387702","doi":"https://doi.org/10.1080/07421222.2002.11045717","title":"Implementation Team Responsiveness and User Evaluation of Customer Relationship Management: A Quasi-Experimental Design Study of Social Exchange Theory","display_name":"Implementation Team Responsiveness and User Evaluation of Customer Relationship Management: A Quasi-Experimental Design Study of Social Exchange Theory","publication_year":2002,"publication_date":"2002-07-01","ids":{"openalex":"https://openalex.org/W1550387702","doi":"https://doi.org/10.1080/07421222.2002.11045717","mag":"1550387702"},"language":"en","primary_location":{"id":"doi:10.1080/07421222.2002.11045717","is_oa":false,"landing_page_url":"https://doi.org/10.1080/07421222.2002.11045717","pdf_url":null,"source":{"id":"https://openalex.org/S9954729","display_name":"Journal of Management Information Systems","issn_l":"0742-1222","issn":["0742-1222","1557-928X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Management Information Systems","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5086187658","display_name":"David Gefen","orcid":"https://orcid.org/0000-0002-0184-9167"},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"David Gefen, Catherine M. Ridings","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5086187658"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":19.7401,"has_fulltext":false,"cited_by_count":317,"citation_normalized_percentile":{"value":0.99052974,"is_in_top_1_percent":true,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":98,"max":100},"biblio":{"volume":"19","issue":"1","first_page":"47","last_page":"69"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9977999925613403,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9977999925613403,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9948999881744385,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12028","display_name":"Knowledge Management and Sharing","score":0.9911999702453613,"subfield":{"id":"https://openalex.org/subfields/3315","display_name":"Communication"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/social-exchange-theory","display_name":"Social exchange theory","score":0.7905339598655701},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.5851583480834961},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.5776203274726868},{"id":"https://openalex.org/keywords/causation","display_name":"Causation","score":0.47828254103660583},{"id":"https://openalex.org/keywords/constructive","display_name":"Constructive","score":0.47138410806655884},{"id":"https://openalex.org/keywords/perception","display_name":"Perception","score":0.4491094946861267},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.4332130253314972},{"id":"https://openalex.org/keywords/correctness","display_name":"Correctness","score":0.42619284987449646},{"id":"https://openalex.org/keywords/survey-data-collection","display_name":"Survey data collection","score":0.41865187883377075},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.3462297320365906},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.3284171223640442},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.29908502101898193},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.1832612156867981},{"id":"https://openalex.org/keywords/social-psychology","display_name":"Social psychology","score":0.17886924743652344},{"id":"https://openalex.org/keywords/database","display_name":"Database","score":0.17821413278579712}],"concepts":[{"id":"https://openalex.org/C172256602","wikidata":"https://www.wikidata.org/wiki/Q780716","display_name":"Social exchange theory","level":2,"score":0.7905339598655701},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.5851583480834961},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.5776203274726868},{"id":"https://openalex.org/C166151441","wikidata":"https://www.wikidata.org/wiki/Q4923601","display_name":"Causation","level":2,"score":0.47828254103660583},{"id":"https://openalex.org/C2778701210","wikidata":"https://www.wikidata.org/wiki/Q28130034","display_name":"Constructive","level":3,"score":0.47138410806655884},{"id":"https://openalex.org/C26760741","wikidata":"https://www.wikidata.org/wiki/Q160402","display_name":"Perception","level":2,"score":0.4491094946861267},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.4332130253314972},{"id":"https://openalex.org/C55439883","wikidata":"https://www.wikidata.org/wiki/Q360812","display_name":"Correctness","level":2,"score":0.42619284987449646},{"id":"https://openalex.org/C198477413","wikidata":"https://www.wikidata.org/wiki/Q7647069","display_name":"Survey data collection","level":2,"score":0.41865187883377075},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3462297320365906},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3284171223640442},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.29908502101898193},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.1832612156867981},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.17886924743652344},{"id":"https://openalex.org/C77088390","wikidata":"https://www.wikidata.org/wiki/Q8513","display_name":"Database","level":1,"score":0.17821413278579712},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C199360897","wikidata":"https://www.wikidata.org/wiki/Q9143","display_name":"Programming language","level":1,"score":0.0},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.0},{"id":"https://openalex.org/C169760540","wikidata":"https://www.wikidata.org/wiki/Q207011","display_name":"Neuroscience","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1080/07421222.2002.11045717","is_oa":false,"landing_page_url":"https://doi.org/10.1080/07421222.2002.11045717","pdf_url":null,"source":{"id":"https://openalex.org/S9954729","display_name":"Journal of Management Information Systems","issn_l":"0742-1222","issn":["0742-1222","1557-928X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320547","host_organization_name":"Taylor & Francis","host_organization_lineage":["https://openalex.org/P4310320547"],"host_organization_lineage_names":["Taylor & Francis"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Management Information Systems","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8","score":0.49000000953674316}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":23,"referenced_works":["https://openalex.org/W8345667","https://openalex.org/W86293895","https://openalex.org/W1517059523","https://openalex.org/W1567905663","https://openalex.org/W1654874180","https://openalex.org/W1969607455","https://openalex.org/W1977075990","https://openalex.org/W1989941912","https://openalex.org/W1991670833","https://openalex.org/W2003119263","https://openalex.org/W2038197776","https://openalex.org/W2046133031","https://openalex.org/W2069048459","https://openalex.org/W2072152899","https://openalex.org/W2078134721","https://openalex.org/W2080401291","https://openalex.org/W2090266480","https://openalex.org/W2092925905","https://openalex.org/W2111825352","https://openalex.org/W2129935722","https://openalex.org/W2138250396","https://openalex.org/W2150587481","https://openalex.org/W2313837574"],"related_works":["https://openalex.org/W2372620761","https://openalex.org/W2915678288","https://openalex.org/W180255526","https://openalex.org/W133423432","https://openalex.org/W1937721613","https://openalex.org/W2614320617","https://openalex.org/W2497053598","https://openalex.org/W2476545830","https://openalex.org/W2259975108","https://openalex.org/W791636535"],"abstract_inverted_index":{"Customer":[0],"Relationship":[1],"Management":[2],"(CRM)":[3],"systems":[4],"require":[5],"extensive":[6,13],"configuration":[7],"during":[8,107,154],"which":[9],"users":[10],"come":[11],"into":[12],"contact":[14],"with":[15,51],"the":[16,35,57,64,115,119,137,150],"technical":[17],"implementation":[18,109],"team.":[19],"Previous":[20],"research":[21],"examining":[22],"other":[23],"Enterprise":[24],"Resource":[25],"Planning":[26],"(ERP)":[27],"modules":[28],"has":[29],"shown":[30],"that":[31,67,136],"user":[32],"perception":[33],"of":[34,37,43,56,88,101,118,125,140],"responsiveness":[36,69,103,142],"such":[38],"teams,":[39],"as":[40],"an":[41,52],"indicator":[42],"a":[44,71,95,126],"possible":[45],"social":[46,73,151],"exchange,":[47],"is":[48,91],"significantly":[49],"associated":[50],"increased":[53],"favorable":[54],"assessment":[55,117],"new":[58,127],"system":[59],"and":[60,121],"ultimately":[61,122],"its":[62],"adoption,":[63],"reason":[65],"being":[66],"perceived":[68,146],"creates":[70],"constructive":[72],"exchange.":[74],"However,":[75],"previous":[76],"research,":[77],"using":[78,94],"survey":[79],"data":[80,130],"alone,":[81],"did":[82],"not":[83],"examine":[84],"causation.":[85],"The":[86,129],"objective":[87],"this":[89],"study":[90],"to":[92],"examine,":[93],"quasi-experimental":[96],"design,":[97],"whether":[98],"different":[99,105],"degrees":[100],"actual":[102,141],"in":[104,111,114],"sites":[106],"CRM":[108,155],"result":[110],"significant":[112],"differences":[113],"users'favorable":[116],"correctness":[120],"their":[123],"approval":[124],"CRM.":[128],"support":[131],"these":[132],"hypotheses,":[133],"but":[134],"show":[135],"downstream":[138],"effects":[139],"are":[143,157],"mediated":[144],"by":[145],"responsiveness.":[147],"Implications":[148],"concerning":[149],"exchange":[152],"relationship":[153],"adoption":[156],"discussed.":[158]},"counts_by_year":[{"year":2026,"cited_by_count":3},{"year":2025,"cited_by_count":9},{"year":2024,"cited_by_count":11},{"year":2023,"cited_by_count":12},{"year":2022,"cited_by_count":8},{"year":2021,"cited_by_count":13},{"year":2020,"cited_by_count":14},{"year":2019,"cited_by_count":17},{"year":2018,"cited_by_count":8},{"year":2017,"cited_by_count":19},{"year":2016,"cited_by_count":11},{"year":2015,"cited_by_count":19},{"year":2014,"cited_by_count":10},{"year":2013,"cited_by_count":21},{"year":2012,"cited_by_count":18}],"updated_date":"2026-07-29T09:40:50.615796","created_date":"2016-06-24T00:00:00"}
