ICT Acceptation: The Case of CRM Project

Gestion 2000, No. 2, 2008

5 Pages Posted: 7 Feb 2011

See all articles by Jean-Michel Sahut

Jean-Michel Sahut

IDRAC Business School

Mouna Jegham

affiliation not provided to SSRN

Date Written: February 5, 2008

Abstract

The implementation of Information and Communication Technology (ICT) project constitutes a major change for any organization, the actual implementation appears to be very heavily biased toward the technological aspects while paying little attention to managing the changes in process, structure and culture. Besides, we wonder what kind of measures should be taken along with the shifts induced by the ICT in order to make them accepted by the users. To give a concrete answer to this challenge, we undertook a qualitative and exploratory study related to a CRM implementation project in a banking institution. To study the impact of change management measures of the ICT acceptation we propose to adopt, for the future research, an empirical approach based on the Technology Acceptance Model (Davis, 1989).

Keywords: ICT, TAM, bank, CRM, implementation

JEL Classification: M15, L86, G21

Suggested Citation

Sahut, Jean-Michel and Jegham, Mouna, ICT Acceptation: The Case of CRM Project (February 5, 2008). Gestion 2000, No. 2, 2008. Available at SSRN: https://ssrn.com/abstract=1755493

Jean-Michel Sahut (Contact Author)

IDRAC Business School

47 rue du Sergent Michel Berthet
Lyon, 69009
France

Mouna Jegham

affiliation not provided to SSRN ( email )

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