scholarly journals The Adoption of CRM Initiative among Palestinian Enterprises: A Proposed Framework

10.28945/4447 ◽  
2019 ◽  
Vol 14 ◽  
pp. 367-403
Author(s):  
Omar Hasan Salah ◽  
Prof.Dr. Zawiyah Mohammad Yusof ◽  
Dr.Hazura Mohamed
Keyword(s):  
Information Sharing ◽  
Employee Engagement ◽  
Relative Advantage ◽  
Future Research ◽  
Top Management ◽  
Management Support ◽  
Competitive Pressure ◽  
It Infrastructure ◽  
Top Management Support ◽  
Information Integrity

Aim/Purpose: This study aimed to examine the relationships among compatibility, relative advantage, complexity, IT Infrastructure, security, top Management Support, financial Support, information Policies, employee engagement, customer pressure, competitive pressure, information integrity, information sharing, attitude toward adopting technology factors, and CRM adoption Background: Customer relationship management (CRM) refers to the use of the process, information, technology, and people for the management of the interactions between the organization and its customers. Therefore, there is a need for SMEs to implement CRM practices in their businesses for competitive advantage. However, in developing nations, the adoption rate of such practices remains low. This low rate may be attributed to the lack of important factors that guide CRM adoption, and as such, the present study attempts to investigate the factors affecting CRM adoption in Palestinian SMEs. This paper used the Diffusion of Innovation Theory (DOI), Resource-Based View (RBV), and Technology, Organization, and Environment Framework (TOE) framework to identify the determinant factors from the technological, organizational, environmental, and information culture perspectives. Methodology: This study uses a quantitative approach to investigate the relationships between the variables. A questionnaire was designed to collect data from 420 SMEs in Palestine. 331respondents completed and returned the survey. The Partial Least Square-Structural Equation Model (PLS-SEM) approach was used to assess both the measurement and structural models. Contribution: This study contributes to both theory and practitioners by providing insights into factors that affect CRM adoption in Palestinian SMEs, which did not explore before. Future research suggestions are also provided. Findings: The results of the study prove that the adoption of CRM depends on compatibility (CMP), security (SEC), top management support (TMS), information policies (INP), financial resources (FR), employee engagement (EEN), competitive pressure (COP), customers pressure (CUP), attitude toward adopting technology (ATA), information integrity (INI), and information sharing (INS). Surprisingly, complexity (CMX), IT infrastructure (ITI), and relative advantage (RLA) do not play any role in CRM adoption in Palestine. Recommendations for Practitioners: This study provides practitioners with the important factors for CRM adoption upon its successful implementation in the context of Palestinian SMEs. Recommendation for Researchers: Our findings may be used to conduct further studies about compatibility, security, top management support, information policies, financial resources, employee engagement, competitive pressure, customers pressure, attitude toward adopting technology, information integrity, information sharing factors, and CRM adoption by using different countries, procedure, and context. Impact on Society: The proposed framework provides insights for SMEs which have significant effects for research and practice to help facilitate the adoption of CRM Future Research: The findings may also be compared to other studies conducted in different contexts and provide deeper insights into the influence of the examined contexts on the employees’ intention toward CRM adoption in banking and universities. It would be fruitful to test whether the results hold true in developed and developing countries.

scholarly journals The determinant factors for the adoption of CRM in the Palestinian SMEs: The moderating effect of firm size

PLoS ONE ◽  
2021 ◽  
Vol 16 (3) ◽  
pp. e0243355
Author(s):  
Omar Hasan Salah ◽  
Zawiyah Mohammad Yusof ◽  
Hazura Mohamed
Keyword(s):  
Firm Size ◽  
Moderating Effect ◽  
Partial Least Square ◽  
Least Square ◽  
Relative Advantage ◽  
Top Management ◽  
Management Support ◽  
It Infrastructure ◽  
Top Management Support ◽  
Determinant Factors

CRM adoption can provide innumerable benefits to the SMEs performance, including solving customer problems in a timely manner, enhancing customer satisfaction by appointing an expert to solve issues and queries, and the like. This study aims to examine the moderating effects of the firm size in the adoption of CRM in the Palestinian SMEs. A quantitative approach was used to investigate the relationships between the variables, which are compatibility, IT infrastructure, complexity, relative advantage, security, top management support, customer pressure, and competitive pressure. A questionnaire was designed to collect data from 420 SMEs in Palestine. A total of 331 respondents completed and returned the survey. The Partial Least Square-Structural Equation Model (PLS-SEM) approach was used to assess both the measurement and structural models. The Diffusion of Innovation Theory (DOI) and Technology, Organization, and Environment Framework (TOE) framework were employed to identify the determinant factors from the technological, organizational, and environmental perspectives. The findings and conclusions of this study provide show that the moderating effect of firm size has significant effect compatibility, top management support, customer pressure, and IT infrastructure factors.

An Investigation on Cloud Computing Adoption Within Information Technology Companies

2021 ◽  
pp. 266-287
Author(s):  
Alireza Mohammadi ◽  
Armin Saeedikondori ◽  
Hossein Nezakati ◽  
Naghmeh Sabermajidi ◽  
Amer Hamzah Jantan
Keyword(s):  
Information Technology ◽  
Cloud Computing ◽  
Relative Advantage ◽  
Top Management ◽  
Management Support ◽  
Competitive Pressure ◽  
Top Management Support ◽  
Cloud Computing Adoption ◽  
Wide Range ◽  
Technology Services

Cloud computing is one of the most popular technology services, and its usage has increased significantly in recent years. This study aims to understand the factors that influence cloud computing adoption by Malaysian information technology (IT) companies. An in-depth review in the previous literature demonstrated a relationship between relative advantage, complexity, compatibility, top management support, firm size, technology readiness, competitive pressure, and trading partner pressure with cloud computing adoption in Malaysia. The study's findings displayed that relative advantage, compatibility, top management support, and competitive pressure significantly affect cloud computing adoption. The study contributes to applying new technological features of cloud computing adoption in the industry through a wide range of variables. The results also help companies foresee their IT investment when implementing cloud computing. The relative advantage is identified to have the highest impact on cloud computing adoption.

scholarly journals Predictors of physicians’ intentions to use clinical practice guidelines on antimicrobial in tertiary general hospitals of China: a structural equation modeling approach

2021 ◽  
Vol 10 (1) ◽  
Author(s):  
Qingwen Deng ◽  
Zhichao Zeng ◽  
Yuhang Zheng ◽  
Junhong Lu ◽  
Wenbin Liu
Keyword(s):  
Perceived Risk ◽  
Subjective Norms ◽  
Ease Of Use ◽  
Relative Advantage ◽  
Equation Modeling ◽  
Top Management ◽  
Intention To Use ◽  
Management Support ◽  
General Hospitals ◽  
Top Management Support

Abstract Background With inappropriate use of antimicrobials becoming a great public health concern globally, the issue of applying clinical practice guidelines (CPGs) to regulate the rational use of antimicrobials has attracted increasing attention. Taking tertiary general hospitals in China for example, this study aimed to identify factors to investigate the comprehensive influencing mechanism for physicians’ intention to use CPGs on antimicrobials. Methods Based on the integration of Theory of Planned Behavior (TPB), Technology Acceptance Model (TAM), and Technology-Organization-Environment framework (TOE), a questionnaire survey was conducted covering potential determinants of affecting physicians’ intentions to use CPGs on antimicrobials at the individual level (attitude, subjective norms and perceived risk), technical level (relative advantage and ease of use), and organizational level (top management support and organizational implementation). Data were collected from 644 physicians in tertiary general hospitals in eastern, central and western China, which were obtained by multi-stage random sampling. The structural equation modeling (SEM) was used to link three-level factors with physicians’ behavioral intentions. Results The majority of the participants (94.57%) showed a positive tendency toward intention to use CPGs on antimicrobials. The reliability and validity analysis showed the questionnaire developed from the theoretical model was acceptable. SEM results revealed physicians’ intentions to use CPGs on antimicrobials was associated with attitude (β = 0.166, p < 0.05), subjective norms (β = 0.244, p < 0.05), perceived risk (β = − 0.113, p < 0.05), relative advantage (β = 0.307, p < 0.01), top management support (β = 0.200, p < 0.05) and organizational implementation (β = 0.176, p < 0.05). Besides, subjective norms, perceived risk, relative advantage, ease of use, and top management support showed their mediating effects from large to small on the intentions, which were 0.215, 0.140, 0.103, 0.088, − 0.020, respectively. Conclusions This study revealed the significance of multifaceted factors to enhance the intention to use CPGs on antimicrobials. These findings will not only contribute to the development of targeted intervention strategies on promoting the use of CPGs on antimicrobials, but also provide insights for future studies about physicians’ adoption behaviors on certain health services or products.

scholarly journals The Growth of E-Marketing in Business-to-Business Industry and its effect on the Performance of Businesses in Pakistan: Marketing Success

2017 ◽  
Vol 6 (2) ◽  
pp. 178 ◽  
Author(s):  
Adnan Ahmed Sheikh ◽  
Arfan Shahzad ◽  
Awanis Ku Ishaq
Keyword(s):  
Firm Performance ◽  
Environmental Factors ◽  
Organizational Factors ◽  
Top Management ◽  
Management Support ◽  
Competitive Pressure ◽  
Large Firms ◽  
Path Modeling ◽  
Top Management Support ◽  
Technology Orientation

E-marketing has emerged as one of the significant drivers in sustaining the firms competitive advantage. So far, there is a lack of systematic empirical evidence regarding the marketing activities which are drastically affected by the use of e-marketing in small and large firms of Pakistan and their consequent performance outcomes. However, the objective of this study is to examine the technological, organizational and environmental factors on the performance of small and large firms in Pakistan with mediating role of E-Marketing uses and its generlizibality on countries with similar economic situation. Cross sectional data were collected from 257 manufacturing companies in Pakistan; general manager marketing were selected as the data collection sources. Additionally, SmartPLS 3.0, two step path-modeling has been used to examine the direct as well as indirect hypothesis of the current study. However, the results generated from SmartPLS (SEM) path-modeling found that, with regard to direct relationships, three variables (technology orientation, top management support, use of e-marketing) out of five including mediation variable have found significant positively associated with firm performance, however, only one (competitive pressure) has found negatively significant with firm performance. Finally, in terms of use of e-marketing as mediating variable between the relationships of technological, organizational, environmental factors and firm performance, three out of four (independent variables) indicate partial mediation including technological factors (technology orientation), organizational factors (top management support) and environmental factors (competitive pressure). However, market orientation had shown insignificant results both in the direct relationship as well as by including E-Marketing uses. 

scholarly journals An Investigation on the Constraints to Telework Implementation in New Zealand Businesses

2021 ◽  
Author(s):  
◽  
Minh Huu Pham
Keyword(s):  
New Zealand ◽  
Professional Associations ◽  
Theory Of Constraints ◽  
Future Research ◽  
Top Management ◽  
Management Support ◽  
Top Management Support ◽  
Perceived Benefit ◽  
Workforce Issues ◽  
Potential Benefits

<p>Telework has many potential benefits for both employers and employees, and has been explored extensively in past and present research. However, the adoption rates of telework is much lower than expected. Organizations in general as well as in New Zealand are reluctant to implement it on a grand scale. The purpose of this study is to find the answer for this phenomenon. This study takes an approach based on the Theory of Constraints to discover one of the main constraints to telework implementation. Constraints were explored across seven factors:  perceived benefit, top management support, economic constraint, workplace constraint,  technological constraint, risks and workforce constraint. Data were collected from members  of four professional associations in New Zealand that specialized in the ICT and commerce fields.  The results of this study indicated that lack of top management support is the main constraint to telework implementation in New Zealand businesses. The author suggests that managers  should pay more attention to top management support, workforce issues and culture change  for a successful telework program. Future research should seek the opinions of non-adopters; explore workforce constraints; and use a data collection method that can identify participants' demographics.</p>

scholarly journals Social Media Adoption in Yemeni Local NGOs

2021 ◽  
Vol 2 (2) ◽  
pp. 28-41
Author(s):  
Mohammed Honinah ◽  
Wail Alhakimi
Keyword(s):  
Social Media ◽  
Decision Makers ◽  
Top Management ◽  
Management Support ◽  
Competitive Pressure ◽  
Quantitative Evidence ◽  
Top Management Support ◽  
Perceived Benefit ◽  
Adoption Research ◽  
Survey Responses

Social media use is rapidly increasing as its platforms keep offering excellent opportunities for individuals and organizations, including NGOs, to develop better outreach with communities, donors and stakeholders, save costs and improve service. This study explores quantitative evidence derived from a survey involving 96 participants from 11 local NGOs in Yemen. The survey responses are analyzed using descriptive statistics that includes means and standard deviations to examine the initially identified 6 Technology-Organization-Environment factors (Technological Factors: perceived benefit, compatibility, complexity; Organizational Factor: top management support; Environmental Factors: bandwagon pressure and competitive pressure). The results suggest that the factors (perceived benefit, compatibility, complexity, top management support, and competitive pressure) are important for social media adoption. It was found that bandwagon pressure is the only factor that does not have a significant role in social media adoption. This study provides a foundation for future social media adoption research as well as useful guidance to NGOs that desire to use social media effectively to benefit their organizations. The findings can be useful to managers and communication officers of NGOs. In this study, it is recommended that understanding the factors related to adoption of social media by Local NGOs will help decision-makers be in a better position to enhance future social media adoption and adoption strategies and accomplish the best outcomes of social media utilizations.

scholarly journals A Decision-Making Model for Adopting a Cloud Computing System

2018 ◽  
Vol 10 (8) ◽  
pp. 2952 ◽  
Author(s):  
Seok-Keun Yoo ◽  
Bo-Young Kim
Keyword(s):  
Decision Making ◽  
Cloud Computing ◽  
Computing System ◽  
Top Management ◽  
Management Support ◽  
Competitive Pressure ◽  
Top Management Support ◽  
Cloud Computing Adoption ◽  
Cloud Computing System ◽  
Decision Making Model

The use of big data, artificial intelligence, and new information and communication technologies has led to sustainable developments and improved business competitiveness. Until recently cloud services were classified as having special system requirements for a business organization, and was represented by different cloud computing architecture layers like infrastructure, platform, or software as a service. However, as the environment of IT services undergoes successive changes, companies have been required to reconsider their business models and consider adopting a cloud computing system, which can bring on business achievements and development. Regarding a decision-making model for adopting a cloud computing system, this paper analyzes critical variables in a hierarchical structure of decision areas: technology, organization, and environment, as well as seven factors and 23 attributes based on underlying decision factors of cloud computing adoption by AHP (Analytic Hierarchy Process) and Delphi analysis. Furthermore, this research explores a comparative analysis between demanders and providers of cloud computing adoption. Resultantly, this study suggests several important factors for adopting a cloud computing system: top management support, competitive pressure, and compatibility. From the demander side, the high priority factor was compatibility and competitive pressure; in contrast, related advantage and top management support were regarded as priority factors for providers to service their cloud computing systems.

The Impacts of Enterprise Resource Planning System Adoption on Firm's Performance Among Medium Size Enterprises

2020 ◽  
Vol 11 (1) ◽  
pp. 24-42 ◽  
Author(s):  
Adejare Yusuff Aremu ◽  
Arfan Shahzad ◽  
Shahizan Hassan
Keyword(s):  
Communication Process ◽  
Planning System ◽  
Future Research ◽  
Medium Size ◽  
Top Management ◽  
Management Support ◽  
Erp System ◽  
Top Management Support ◽  
Medium Enterprises ◽  
The Relationship

The main objective of this study is to investigate the impacts of ERP system adoption on the relationship between performance of medium enterprises (PME) and communication process (CP), organization structure (OS), technological change (TC), and technology infrastructure support (TIS) and moderated by top management support. This study proposes a theoretical framework based on theories such as resource-based view, contingency theory, and diffusion of innovation. The data was collected from the medium-sized enterprise firms operating in South Western Nigeria. Out of the 658 questionnaires distributed, only 355 were useable. The empirical data was analyzed using the partial least squares structural equation modelling and the results showed that CP, OS, TC, TIS, ERP and TMS have significant direct relationship with the PME. Hence, ERP system adoption mediates the relationship between the CP, OS, TC, and TIS with PME. The findings show that CP, OS, TC, TIS will influence the performance of medium enterprises in the adoption of ERP. The findings also confirm that the top management support plays an important role in moderating the relationship between ERP and PME. The findings provide important insights to CEO, managers, policymakers and researchers to understand the important use of ERP system that will enhance the performance of medium-sized enterprise organizations in Nigeria. Limitation of the study is based on medium-sized enterprise only and another limitation is that author has not included other measures of medium sized enterprises performance outside of the procurement area despite these factors could provide further insights to medium sized enterprises performance, and will be an interesting topic for future research. In this light, future research can focus on the evolution of small enterprises and large firms.

Stakeholder pressure as a driver of risk management practices in public administrations

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Fabienne-Sophie Schäfer ◽  
Bernhard Hirsch ◽  
Christian Nitzl
Keyword(s):  
Risk Management ◽  
Management Practices ◽  
Future Research ◽  
Top Management ◽  
Successful Implementation ◽  
Management Support ◽  
Content Type ◽  
Top Management Support ◽  
Stakeholder Pressure ◽  
Public Risk

Purpose Drawing upon new institutional theory and blame avoidance theory, this paper aims to examine how stakeholder pressure has an impact on the implementation and use of risk management practices in public administrations. Furthermore, this paper investigates whether top management support mediates this proposed relationship. Design/methodology/approach This paper is based on a survey among public financial managers of German municipalities and federal agencies. Data from 136 questionnaires were used to evaluate the model. Findings The results indicate that top management support fully mediates the relationship between stakeholder pressure and risk management practices. This finding suggests that top management support is crucial for the successful implementation of accounting techniques, such as risk management, in public administrations. Research limitations/implications This study is based on subjective answers by public financial managers. Moreover, this study is based solely on German data. Hence, future research could use a mixed-method approach and data from other countries. Originality/value This paper examines whether stakeholder pressure exerts an impact on the sophistication of public risk management practices.

scholarly journals The Adoption of Electronic Payment System Among Small Medium Enterprises (SMEs) in Malaysia

2018 ◽  
Vol 3 (SI) ◽  
pp. 36
Author(s):  
Nuryusmawati Mohd Yusof ◽  
Mohd Shamim Che Mohd Hariri ◽  
Ahmad Shazeer Mohamed Taheer ◽  
Syed Ashrene Syed Omar
Keyword(s):  
Payment System ◽  
Organization Culture ◽  
Survey Method ◽  
Future Research ◽  
Top Management ◽  
Management Support ◽  
Electronic Payment ◽  
Productivity Level ◽  
Top Management Support ◽  
Electronic Payment System

This study aimed to investigate factors that significantly affect the adoption of electronic payment system (EPS) by local small and medium enterprise (SMEs) in Malaysia. Referring to the Central Bank of Malaysia’s report, it has stated that this country would achieve higher economic growth and higher competitiveness by fully migrating from paper-based payment system to electronic payment because the latter provide opportunities to enhance productivity level and lower cost of doing business. These four factors were simplicity, security/privacy, organization culture and top management support and how these factors may have impact on the adoption rate of electronic payment system. The population of this study was all the SMEs that are listed in SME Corporation Bhd, concentrated at all major cities in Malaysia. Proportionate sample was targeted from the company listings from SME Corp. Survey method was adopted in this study to achieve its objectives. A Likert five- point scale questionnaire was developed to collect the required data after reviewing some previous studies that related to the subject of the study. This study revealed that top management support and organizational culture have the strongest impact among the other independent variables on the adoption of EPS by SMEs in Malaysia. For future research, it is suggested that this research can be targeted according to state individually or by industry for better understanding on the adoption of EPS.

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