QUALITATIVE INVESTIGATION OF TAM
26
around adoption is issues with centralizing client data within the statewide CES organization,
and a number of issues are present on this topic. This includes employee resistance to
centralizing contacts due to perceived ownership of contacts; similar issues exist in organizations
from other sectors and contribute to the high failure rates of CRM implementation.
Article Searches and Documentation
A literature review was conducted to research CRM adoption in organizations and the
critical success factors for successful implementation. The strategy was to locate peer-reviewed
scholarly works regarding CRM adoption in a variety of organizations. While higher education is
one of the areas of CRM discussed, the CES’ s use-case of CRM may better resemble other
industries since the organization is focused on community and client engagement generally
outside of teaching and academics. Keywords and phrases included Davis’ TAM. Table 1
showcases the keyword searches used in the empirical database.
Article Searches
Table 1. Article Searches and Search Terms
Search Terms
Years
Location
“Customer Relationship Management” and “Organizational Performance”
2017 – Present
Google Scholar ProQuest EBSCOhost Google Scholar ProQuest EBSCOhost Google Scholar ProQuest EBSCOhost
“CRM” and “Success Factors” 2017 – Present
“Technology Acceptance Model” and “CRM”
2017 – Present
“CRM” and “Adoption” 2017 – Present
Google Scholar
Powered by FlippingBook