QUALITATIVE INVESTIGATION OF TAM
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Table of Contents
Attribution ....................................................................................................................................... 1
Abstract ........................................................................................................................................... 2
Chapter 1: Introduction ................................................................................................................... 6
Background ..................................................................................................................................... 7
History ............................................................................................................................................. 8
Customer Relationship Management.......................................................................................................8
U.S. Cooperative Extension Service.......................................................................................................11
Introduction to the Problem .......................................................................................................... 12
Problem Statement ........................................................................................................................ 13
Purpose Statement ......................................................................................................................... 14
Significance of Study ...................................................................................................................... 14
Nature of Study ............................................................................................................................. 15
Appropriateness of the Method ..............................................................................................................16
Appropriateness of the Design ...............................................................................................................16
Data Collection Method..........................................................................................................................17
Data Analysis ..........................................................................................................................................18
Research Questions ........................................................................................................................ 20
Definitions ..................................................................................................................................... 21
Summary ....................................................................................................................................... 22
Chapter 2: Review of Literature .................................................................................................... 24
Article Searches and Documentation ............................................................................................. 26
Historical Content .......................................................................................................................... 27
Current Content ............................................................................................................................ 29
Technology Acceptance Model...............................................................................................................29
Critical Success Factors .........................................................................................................................37
Organizational Performance .................................................................................................................. 44
Additional Organizational Impacts of CRM Adoption and Implementation .......................................54
Marketing Automation and Knowledge Creation..................................................................................64
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