CRM, apprentissage et controle organisationnel
In this article are explored in a theoretical way the determinants of performance of Customer Relationship Management information systems that are established gradually in most of large companies. The approach adopted in this study focuses attention upon two central assumptions: the effect of the sy...
| Autores: | , |
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| Formato: | artículo |
| Estado: | Versión publicada |
| Fecha de publicación: | 2006 |
| País: | Brasil |
| Recursos: | Universidade de São Paulo (USP) |
| Repositorio: | Journal of Information Systems and Technology Management (Online) |
| Idioma: | francés |
| OAI Identifier: | oai:revistas.usp.br:article/12768 |
| Acesso em linha: | https://revistas.usp.br/jistem/article/view/12768 |
| Access Level: | acceso abierto |
| Palavra-chave: | CRM Organisational learning Organisational control |
| Resumo: | In this article are explored in a theoretical way the determinants of performance of Customer Relationship Management information systems that are established gradually in most of large companies. The approach adopted in this study focuses attention upon two central assumptions: the effect of the systems of CRM is mediated first by an increasing capability of organizational learning, and secondly through better organisational control devices. |
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