Defining factors that are affecting acceptance and adoption of mobile cloud-based CRM service: a pilot case study

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dc.contributor Aalto-yliopisto fi
dc.contributor Aalto University en
dc.contributor.author Kemppainen, Heli
dc.date.accessioned 2015-11-04T13:21:02Z
dc.date.available 2015-11-04T13:21:02Z
dc.date.issued 2015
dc.identifier.uri https://aaltodoc.aalto.fi/handle/123456789/18293
dc.description.abstract PURPOSE OF THE STUDY: The purpose of the study is to find out how the company is able to increase the given value for their small sized business-to-business (B2B) customers and entrepreneurs with a new customer relation management (CRM) service and how B2B customers accept and adopt the new service method. Since the mobile cloudbased CRM service is a new business area, acceptance and adoption of mobile cloud-based CRM service is a domain requiring further academic research. On the basis of the literature review a research framework of acceptance and adoption of cloud and mobile-based CRM service was constructed. METHODOLOGY: Research data was collected in co-operation with a Finnish ICT company during May-October 2014. The B2B data consisted of two samples. The primary sample was received by interviewing five of the six B2B companies who attended the pilot project testing the new mobile cloud-based CRM service. The online questionnaire was sent to total of 9400 small size B2B customers, and the response rate was 1,45%. After the data collection phase the data was subjected to various statistical analyses to test the hypotheses presented in the research framework. FINDINGS: The results of the study highlight the importance of technological and organizational factors that are influencing the acceptance and adoption of mobile cloud-based CRM service. Especially the innovation characteristics concerning cost-savings, mobility, comprehensiveness, security, and personalization are influencing as technological features towards acceptance. Also, simplicity, compatibility, and triability are seen as important features to acceptance and adoption of mobile cloud-based service. When the service provider is able to answer these factors, acceptance of mobile cloud-based CRM service is likely to be positive. Anyhow, service providers should note that organizational issues such as company's resources and personnel's IT capabilities are also influencing to the adoption decision. en
dc.format.extent 121
dc.language.iso en en
dc.title Defining factors that are affecting acceptance and adoption of mobile cloud-based CRM service: a pilot case study en
dc.type G2 Pro gradu, diplomityö fi
dc.contributor.school Kauppakorkeakoulu fi
dc.contributor.school School of Business en
dc.contributor.department Markkinoinnin laitos fi
dc.contributor.department Department of Marketing en
dc.subject.keyword acceptance
dc.subject.keyword adoption
dc.subject.keyword B2B
dc.subject.keyword cloud computing
dc.subject.keyword CRM
dc.subject.keyword mobile cloud-based computing
dc.subject.keyword mobile cloud-based CRM
dc.subject.keyword value creation
dc.identifier.urn URN:NBN:fi:aalto-201511054864
dc.type.dcmitype text en
dc.programme.major Marketing en
dc.programme.major Markkinointi fi
dc.type.ontasot Master's thesis en
dc.type.ontasot Pro gradu tutkielma fi
dc.subject.helecon markkinointi
dc.subject.helecon marketing
dc.subject.helecon palvelut
dc.subject.helecon service
dc.subject.helecon asiakashallinta
dc.subject.helecon customer relationship management
dc.subject.helecon mobiilitekniikka
dc.subject.helecon mobile technology
dc.subject.helecon asenteet
dc.subject.helecon attitudes
dc.subject.helecon lanseeraus
dc.subject.helecon launching
dc.ethesisid 13967
dc.date.dateaccepted 2015-06-08
dc.location P1 I


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