The impact of cost, technology acceptance and employees' satisfaction on the effectiveness of the electronic customer relationship management systems

作者：

Highlights：

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• Determining the effective factors for the effectiveness of the E-CRM systems.

• Evaluating the impact of cost, technology and employees' satisfaction on the E-CRM systems.

• Exploring future challenges for the E-CRM systems.

摘要

•Determining the effective factors for the effectiveness of the E-CRM systems.•Evaluating the impact of cost, technology and employees' satisfaction on the E-CRM systems.•Exploring future challenges for the E-CRM systems.

论文关键词：E-CRM,Cost,Technology acceptance,Satisfaction,Effectiveness

论文评审过程：Received 6 September 2015, Revised 28 October 2015, Accepted 29 October 2015, Available online 22 November 2015, Version of Record 22 November 2015.

论文官网地址：https://doi.org/10.1016/j.chb.2015.10.036