Employees’ Acceptance of AI Integrated CRM System: Development of a Conceptual Model

Sheshadri Chatterjee; Kuttimani Tamilmani; Nripendra P. Rana; Yogesh K. Dwivedi

doi:10.1007/978-3-030-64861-9_59

Employees’ Acceptance of AI Integrated CRM System: Development of a Conceptual Model

Sheshadri Chatterjee
, Kuttimani Tamilmani
, Nripendra P. Rana^*
, Yogesh K. Dwivedi

^*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

13 Scopus citations

Abstract

Artificial Intelligence (AI) integrated Customer Relationship Management (CRM) systems can maximize firms’ value by identifying and retaining best customers. The success of such advanced technologies depends on employee’s adoption. However, research on examining employee’s acceptance of AI integrated CRM systems is scarce. Therefore, this study has taken an attempt to propose conceptual model to predict the use-behaviour of employees to use AI integrated CRM system in organizations. This study adapted meta-UTAUT model as theoretical lens and extended the model with constructs such as compatibility, CRM quality, and CRM satisfaction specific to the organizational context. Future researchers can empirically test the proposed model with data gathered from employees using AI integrated CRM system.

Original language	English
Title of host publication	Re-imagining Diffusion and Adoption of Information Technology and Systems
Subtitle of host publication	A Continuing Conversation - IFIP WG 8.6 International Conference on Transfer and Diffusion of IT, TDIT 2020, Proceedings
Editors	Sujeet K. Sharma, Yogesh K. Dwivedi, Bhimaraya Metri, Nripendra P. Rana
Publisher	Springer Science and Business Media Deutschland GmbH
Pages	679-687
Number of pages	9
ISBN (Print)	9783030648602
DOIs	https://doi.org/10.1007/978-3-030-64861-9_59
State	Published - 2020
Externally published	Yes
Event	IFIP WG 8.6 International Conference on Transfer and Diffusion of IT, TDIT 2020 - Tiruchirappalli, India Duration: 18 Dec 2020 → 19 Dec 2020

Publication series

Name	IFIP Advances in Information and Communication Technology
Volume	618
ISSN (Print)	1868-4238
ISSN (Electronic)	1868-422X

Conference

Conference	IFIP WG 8.6 International Conference on Transfer and Diffusion of IT, TDIT 2020
Country/Territory	India
City	Tiruchirappalli
Period	18/12/20 → 19/12/20

Bibliographical note

Publisher Copyright:
© 2020, IFIP International Federation for Information Processing.

Keywords

AI- CRM
CRM quality
CRM satisfaction
UTAUT model
User behaviour

ASJC Scopus subject areas

Information Systems and Management

Access to Document

10.1007/978-3-030-64861-9_59

Cite this

Chatterjee, S., Tamilmani, K., Rana, N. P., & Dwivedi, Y. K. (2020). Employees’ Acceptance of AI Integrated CRM System: Development of a Conceptual Model. In S. K. Sharma, Y. K. Dwivedi, B. Metri, & N. P. Rana (Eds.), Re-imagining Diffusion and Adoption of Information Technology and Systems: A Continuing Conversation - IFIP WG 8.6 International Conference on Transfer and Diffusion of IT, TDIT 2020, Proceedings (pp. 679-687). (IFIP Advances in Information and Communication Technology; Vol. 618). Springer Science and Business Media Deutschland GmbH. https://doi.org/10.1007/978-3-030-64861-9_59

Chatterjee, Sheshadri ; Tamilmani, Kuttimani ; Rana, Nripendra P. et al. / Employees’ Acceptance of AI Integrated CRM System : Development of a Conceptual Model. Re-imagining Diffusion and Adoption of Information Technology and Systems: A Continuing Conversation - IFIP WG 8.6 International Conference on Transfer and Diffusion of IT, TDIT 2020, Proceedings. editor / Sujeet K. Sharma ; Yogesh K. Dwivedi ; Bhimaraya Metri ; Nripendra P. Rana. Springer Science and Business Media Deutschland GmbH, 2020. pp. 679-687 (IFIP Advances in Information and Communication Technology).

@inproceedings{47ae9730b31f4fae9bafdbd3046dff70,

title = "Employees{\textquoteright} Acceptance of AI Integrated CRM System: Development of a Conceptual Model",

abstract = "Artificial Intelligence (AI) integrated Customer Relationship Management (CRM) systems can maximize firms{\textquoteright} value by identifying and retaining best customers. The success of such advanced technologies depends on employee{\textquoteright}s adoption. However, research on examining employee{\textquoteright}s acceptance of AI integrated CRM systems is scarce. Therefore, this study has taken an attempt to propose conceptual model to predict the use-behaviour of employees to use AI integrated CRM system in organizations. This study adapted meta-UTAUT model as theoretical lens and extended the model with constructs such as compatibility, CRM quality, and CRM satisfaction specific to the organizational context. Future researchers can empirically test the proposed model with data gathered from employees using AI integrated CRM system.",

keywords = "AI- CRM, CRM quality, CRM satisfaction, UTAUT model, User behaviour",

author = "Sheshadri Chatterjee and Kuttimani Tamilmani and Rana, \{Nripendra P.\} and Dwivedi, \{Yogesh K.\}",

note = "Publisher Copyright: {\textcopyright} 2020, IFIP International Federation for Information Processing.; IFIP WG 8.6 International Conference on Transfer and Diffusion of IT, TDIT 2020 ; Conference date: 18-12-2020 Through 19-12-2020",

year = "2020",

doi = "10.1007/978-3-030-64861-9\_59",

language = "English",

isbn = "9783030648602",

series = "IFIP Advances in Information and Communication Technology",

publisher = "Springer Science and Business Media Deutschland GmbH",

pages = "679--687",

editor = "Sharma, \{Sujeet K.\} and Dwivedi, \{Yogesh K.\} and Bhimaraya Metri and Rana, \{Nripendra P.\}",

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address = "Germany",

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Chatterjee, S, Tamilmani, K, Rana, NP & Dwivedi, YK 2020, Employees’ Acceptance of AI Integrated CRM System: Development of a Conceptual Model. in SK Sharma, YK Dwivedi, B Metri & NP Rana (eds), Re-imagining Diffusion and Adoption of Information Technology and Systems: A Continuing Conversation - IFIP WG 8.6 International Conference on Transfer and Diffusion of IT, TDIT 2020, Proceedings. IFIP Advances in Information and Communication Technology, vol. 618, Springer Science and Business Media Deutschland GmbH, pp. 679-687, IFIP WG 8.6 International Conference on Transfer and Diffusion of IT, TDIT 2020, Tiruchirappalli, India, 18/12/20. https://doi.org/10.1007/978-3-030-64861-9_59

Employees’ Acceptance of AI Integrated CRM System: Development of a Conceptual Model. / Chatterjee, Sheshadri; Tamilmani, Kuttimani; Rana, Nripendra P. et al.
Re-imagining Diffusion and Adoption of Information Technology and Systems: A Continuing Conversation - IFIP WG 8.6 International Conference on Transfer and Diffusion of IT, TDIT 2020, Proceedings. ed. / Sujeet K. Sharma; Yogesh K. Dwivedi; Bhimaraya Metri; Nripendra P. Rana. Springer Science and Business Media Deutschland GmbH, 2020. p. 679-687 (IFIP Advances in Information and Communication Technology; Vol. 618).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

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T2 - IFIP WG 8.6 International Conference on Transfer and Diffusion of IT, TDIT 2020

AU - Chatterjee, Sheshadri

AU - Tamilmani, Kuttimani

AU - Rana, Nripendra P.

AU - Dwivedi, Yogesh K.

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AB - Artificial Intelligence (AI) integrated Customer Relationship Management (CRM) systems can maximize firms’ value by identifying and retaining best customers. The success of such advanced technologies depends on employee’s adoption. However, research on examining employee’s acceptance of AI integrated CRM systems is scarce. Therefore, this study has taken an attempt to propose conceptual model to predict the use-behaviour of employees to use AI integrated CRM system in organizations. This study adapted meta-UTAUT model as theoretical lens and extended the model with constructs such as compatibility, CRM quality, and CRM satisfaction specific to the organizational context. Future researchers can empirically test the proposed model with data gathered from employees using AI integrated CRM system.

KW - AI- CRM

KW - CRM quality

KW - CRM satisfaction

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KW - User behaviour

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DO - 10.1007/978-3-030-64861-9_59

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AN - SCOPUS:85098291015

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T3 - IFIP Advances in Information and Communication Technology

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ER -

Chatterjee S, Tamilmani K, Rana NP, Dwivedi YK. Employees’ Acceptance of AI Integrated CRM System: Development of a Conceptual Model. In Sharma SK, Dwivedi YK, Metri B, Rana NP, editors, Re-imagining Diffusion and Adoption of Information Technology and Systems: A Continuing Conversation - IFIP WG 8.6 International Conference on Transfer and Diffusion of IT, TDIT 2020, Proceedings. Springer Science and Business Media Deutschland GmbH. 2020. p. 679-687. (IFIP Advances in Information and Communication Technology). doi: 10.1007/978-3-030-64861-9_59

Employees’ Acceptance of AI Integrated CRM System: Development of a Conceptual Model

Abstract

Publication series

Conference

Bibliographical note

Keywords

ASJC Scopus subject areas

Access to Document

Fingerprint

Cite this