%0 Conference Proceedings
%T Employees’ Acceptance of AI Integrated CRM System: Development of a Conceptual Model
%+ Indian Institute of Technology Kharagpur (IIT Kharagpur)
%+ School of Management [Bradford]
%+ University of Bradford
%+ Swansea University
%A Chatterjee, Sheshadri
%A Tamilmani, Kuttimani
%A Rana, Nripendra, P.
%A Dwivedi, Yogesh, K.
%Z Part 5: Diffusion of Information Technology and Systems (Conference Theme)
%< avec comité de lecture
%( IFIP Advances in Information and Communication Technology
%B International Working Conference on Transfer and Diffusion of IT (TDIT)
%C Tiruchirappalli, India
%Y Sujeet K. Sharma
%Y Yogesh K. Dwivedi
%Y Bhimaraya Metri
%Y Nripendra P. Rana
%I Springer International Publishing
%3 Re-imagining Diffusion and Adoption of Information Technology and Systems: A Continuing Conversation
%V AICT-618
%N Part II
%P 679-687
%8 2020-12-18
%D 2020
%R 10.1007/978-3-030-64861-9_59
%K AI- CRM
%K CRM quality
%K CRM satisfaction
%K User behaviour
%K UTAUT model
%Z Computer Science [cs]
%Z Humanities and Social Sciences/Library and information sciencesConference papers
%X 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.
%G English
%Z TC 8
%Z WG 8.6
%2 https://inria.hal.science/hal-03744794/document
%2 https://inria.hal.science/hal-03744794/file/508267_1_En_59_Chapter.pdf
%L hal-03744794
%U https://inria.hal.science/hal-03744794
%~ SHS
%~ IFIP
%~ IFIP-AICT
%~ IFIP-TC
%~ IFIP-WG
%~ IFIP-TC8
%~ IFIP-TDIT
%~ IFIP-WG8-6
%~ IFIP-AICT-618