Employees’ Acceptance of AI Integrated CRM System: Development of a Conceptual Model - International Conference on Transfer and Diffusion of IT Access content directly
Conference Papers Year : 2020

Employees’ Acceptance of AI Integrated CRM System: Development of a Conceptual Model

Sheshadri Chatterjee
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  • PersonId : 1153714
Kuttimani Tamilmani
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Nripendra P. Rana
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  • PersonId : 999539

Abstract

Artificial Intelligence (AI) integrated Customer Relationship Management (CRM) systems can maximize firms’ value by identifying and retaining best customers. The success of such advanced technologies depends on employee’s adoption. However, research on examining employee’s acceptance of AI integrated CRM systems is scarce. Therefore, this study has taken an attempt to propose conceptual model to predict the use-behaviour of employees to use AI integrated CRM system in organizations. This study adapted meta-UTAUT model as theoretical lens and extended the model with constructs such as compatibility, CRM quality, and CRM satisfaction specific to the organizational context. Future researchers can empirically test the proposed model with data gathered from employees using AI integrated CRM system.
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hal-03744794 , version 1 (03-08-2022)

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Sheshadri Chatterjee, Kuttimani Tamilmani, Nripendra P. Rana, Yogesh K. Dwivedi. Employees’ Acceptance of AI Integrated CRM System: Development of a Conceptual Model. International Working Conference on Transfer and Diffusion of IT (TDIT), Dec 2020, Tiruchirappalli, India. pp.679-687, ⟨10.1007/978-3-030-64861-9_59⟩. ⟨hal-03744794⟩
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