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Article
Publication date: 11 May 2015

Changsu Kim, In-Seok Lee, Tao Wang and Mirsobit Mirusmonov

The purpose of this paper is to examine employees’ personal performance after mobile customer relationship management (m-CRM) use based on an updated model of information…

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Abstract

Purpose

The purpose of this paper is to examine employees’ personal performance after mobile customer relationship management (m-CRM) use based on an updated model of information system (IS) success. The authors also investigate whether personal performance of employees varies according to the period of m-CRM use.

Design/methodology/approach

Bootstrapping is employed to analyze data collected from a survey of firms using m-CRM. The survey targeted executives and staff members in departments related to the development and application of m-CRM systems.

Findings

The results indicate that some of the factors had no significant effect on employees’ personal performance through employee satisfaction and system use as mediators. Overall, however, the three types of quality had significant effects on employees’ personal performance through employee satisfaction and system use.

Practical implications

The study provides a number of strategies that managers or executives might deploy within organizations to improve employees’ personal performance through the implementation of m-CRM systems. It is of paramount importance for managers or executives to develop m-CRM systems that provide high-quality information and service including sufficient customer-based analysis, up-to-date customer information, barrier-free design and personalized service.

Originality/value

It is the first study to empirically test the role of m-CRM characteristics in predicting employees’ personal performance. This study will not only add contribution to the DeLone and McLean’s theory, but also contribute to the IS literature in IS success. The findings will also provide useful insights for guiding managers or executives in formulating and executing effective strategies to enhance the level of m-CRM use and employee satisfaction which in turn promote personal performance.

Details

Industrial Management & Data Systems, vol. 115 no. 4
Type: Research Article
ISSN: 0263-5577

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