University of Twente Student Theses


Using Change Management to improve CRM User Acceptance

Nienhuis, J. (2014) Using Change Management to improve CRM User Acceptance.

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Abstract:A considerable amount of research has been conducted on user acceptance of information systems. In addition, new systems are bought or developed by organizations to improve efficiency, effectiveness, and employees' job performance. However, to attain these advancements, it is critical for the system to be accepted and used by employees within the organization. Within the user acceptance field, research has mainly focused on usage and its predictors. To improve usage, organizations provide trainings and, support under the heading of change management. This research identifies to what extent change management influences usage and its predictors. Herefore, change management is operationalized as "the extent to which an employee has the awareness, desire, knowledge, ability and reinforcement to change and uphold behavior, attitude & skills". The developed model is mainly based on the UTAUT model of Venkatesh et al. (2003). Moreover, habit and task-technology fit added based on the work of Limayem et al. (2007) and Pai & Tu (2011). The developed model is empirically tested through a survey at two customers of Avanade and LinkedIn users. Habit was found to be the central construct, predictable for 56% and, influenced by effort expectancy, task-technology fit and change management.
Item Type:Essay (Master)
Avanade, Almere, Netherlands
Faculty:EEMCS: Electrical Engineering, Mathematics and Computer Science
Subject:54 computer science, 85 business administration, organizational science
Programme:Business Information Technology MSc (60025)
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