Context

Context details. (MORE INFO)

Context: Customer Relationship Management (CRM) System

Note: This list contains all the constructs (and corresponding measuring variables) as defined by the authors when proposing/using/applying the theories/models in the selected context. It also includes the scales used to measure the variables.

  • Construct (Theory/Model): Perceived Ease of Use (TAM)
      IndicatorScaleReference(s)
      Learning to operate the CRM system is easy for me.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
      I find it easy to get the CRM system to do what I want it to do.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
      I find the CRM system easy to use.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
      I find the CRM system to be flexible to interact with.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
      My interaction with the CRM system is clear and understandable.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
      It is easy for me to become skillful at using the CRM system.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
  • Construct (Theory/Model): Perceived Usefulness (TAM)
      IndicatorScaleReference(s)
      Using the CRM system in my job will increase my productivity.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
      Using the CRM system will enhance my effectiveness on the job.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
      Using the CRM system will make it easier to do my job.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
      Using the CRM system will improve my job performance.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
  • Construct (Theory/Model): Compatibility with Existing Practices (TAM)
      IndicatorScaleReference(s)
      Using the CRM system requires a change in the way that I currently conduct my job.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
      Using the CRM system is compatible with most aspects of the way I typically conduct my job.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
      Using the CRM system would force me to change my existing method of conducting my job.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
      To use the CRM system, I don’t have to change anything I currently do.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
      Using the CRM system does not require significant changes in my existing work routine.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
  • Construct (Theory/Model): Compatibility with Preferred Work Style (TAM)
      IndicatorScaleReference(s)
      Using the CRM system fits my preferred routine for conducting my job.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
      The CRM system enables me to work in the way I prefer.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
      Using the CRM system fits well with the way I like to work.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
      Using the CRM system fits my preferred method for doing my job.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
  • Construct (Theory/Model): Compatibility with Prior Experience (TAM)
      IndicatorScaleReference(s)
      Using the CRM system is compatible with my past computer experience.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
      Using the CRM system is different from using other software I have used in the pastScale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
      Using the CRM system is a new experience for me.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
      Using the CRM system is not similar to anything that I’ve done before.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
      Using the CRM system is different from other experiences I have had.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
      Using the CRM system is a new business experience for me.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
  • Construct (Theory/Model): Compatibility with Values (TAM)
      IndicatorScaleReference(s)
      Use of the CRM system is consistent with the way I think business should be conducted.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
      Using the CRM system runs counter to my own values.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
      Using the CRM system does not fit the way I view the world.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
      Using the CRM system goes against what I believe computers should be used for.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
      Using the CRM system is not appropriate for a person with my values regarding the role of computers.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
      Using the CRM system runs counter to my values about how to conduct my job.Scale 1 to 7, Strongly Disagree to Strongly Agree(Karahanna, Agarwal, & Angst, 2006)
  • Construct (Theory/Model): Usage Intensity (TAM)
      IndicatorScaleReference(s)
      During a typical day, how many minutes would you spend using the CRM system?Selection, 0; 1–20; 20–60; 60–120; 120–180; > 180(Karahanna, Agarwal, & Angst, 2006)
      How frequently do you access the CRM system?Selection, Never; A few times a year; Monthly; Weekly; Daily; Nearly all the time(Karahanna, Agarwal, & Angst, 2006)
  • Construct (Theory/Model): Usage Scope (TAM)
      IndicatorScaleReference(s)
      Of all features and functions available in the CRM system, what percentage would you estimate that you use on a fairly regular basis?Percentage(Karahanna, Agarwal, & Angst, 2006)
      Approximately, what percentage of all your client interactions are managed using the CRM system?Percentage(Karahanna, Agarwal, & Angst, 2006)