Thuyuyen Nguyen

Information Technology Adoption in Small Business: Confirmation of a Proposed Framework

This paper investigates which drivers affect information technology () adoption and which factors relate to a successful implementation in small businesses, where the adoption rate is traditionally low and the failure rate is high. The findings from this study suggest that customers are the main driving force of adoption. When it comes to implementation, our results suggest that managers/owner–managers must engage with five factors: organization, internal resources, external consultants, supplier relations, and customer relations. These findings give further insight into adoption in small businesses and highlight the importance of customer relations in the adoption process.

The adoption of customer relationship management (CRM) technology in SMEs: An empirical study

Purpose – The aim of this paper is to use an innovation decision process to examine CRM technology adoption in small to medium-sized enterprises and its intrinsic link to the nature of the organisation and the individuals within it. Design/methodology/approach – A survey was administered to SMEs in Southern California to measure the organisational characteristics, specifically management characteristics, employee characteristics, IT resources and firm characteristics. The perception of CRM, decision to adopt CRM, and extent of CRM implementation were also measured. Previously validated instruments were used where required. The data were analysed using multivariate and logistic regression. Findings – The results indicate that managements innovativeness affects the firms perception of CRM systems, but age, education and gender do not. The decision to implement a CRM system is influenced by managements perception of CRM, employee involvement, the firms size, its perceived market position, but not the ind...

Understanding customer relationship management technology adoption in small and medium-sized enterprises: An empirical study in the USA

Purpose – The customer relationship management (CRM) technology adoption process in small- and medium-sized enterprises (SMEs) is an under-researched area and the purpose of this paper is to extend the knowledge and offer greater understanding of the CRM adoption process through an empirical study in the USA. Design/methodology/approach – In this study it is hypothesized that the likelihood of CRM technology being adopted is dependent on management characteristics, organizational characteristics and managements perception of CRM technology. To investigate the proposed model a survey of SMEs in the retail, manufacturing and services sectors was conducted in Southern California, USA. Findings – The results indicate that management characteristics significantly influence a firms perception of CRM technology specifically innovativeness and positive attitude to CRM. Organizational characteristics such as the employee, information technology (IT) resources, a firms’ innovativeness influence the likelihood tha...