{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2024,8,6]],"date-time":"2024-08-06T13:57:20Z","timestamp":1722952640857},"reference-count":0,"publisher":"IGI Global","issue":"2","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2007,4,1]]},"abstract":"<p>This article examines how electronic customer relationship management (e-CRM) has affected both organizational and individual behavior in a leading Canadian bank. The innovative and customer-driven culture of this bank pushed it toward early adoption of e-CRM technology. The findings emphasize the role played by many strategic and organizational dimensions in the success of e-CRM implementation. In fact, to make e-CRM efforts pay off, new business pro-cesses are required to achieve more effective and closer interactions with customers. The shift toward customer orientation needs to be supported by a shift in organizational objectives and processes. The results indicate that employees\u2019 individual behavior successfully changed from a transactional to a relational perspective and that training and coaching ensured a successful integration of e-CRM technology. Nevertheless, the employee reward and evaluation system, which should have been changed to leverage CRM impact, has surprisingly been forgotten. This deficiency is addressed by proposing a new framework for enhancing e-CRM effectiveness.<\/p>","DOI":"10.4018\/jebr.2007040102","type":"journal-article","created":{"date-parts":[[2011,2,15]],"date-time":"2011-02-15T18:44:00Z","timestamp":1297795440000},"page":"13-23","source":"Crossref","is-referenced-by-count":8,"title":["The Impact of E-CRM on Organisational and Individual Behavior"],"prefix":"10.4018","volume":"3","author":[{"given":"Soumaya Ben","family":"Letaifa","sequence":"first","affiliation":[{"name":"Universit\u00e9 du Qu\u00e9bec \u00c0 Montr\u00e9al, Canada"}],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Jean","family":"Perrien","sequence":"additional","affiliation":[{"name":"Universit\u00e9 du Qu\u00e9bec \u00c0 Montr\u00e9al, Canada"}],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"2432","container-title":["International Journal of E-Business Research"],"original-title":[],"language":"ng","link":[{"URL":"https:\/\/www.igi-global.com\/viewtitle.aspx?TitleId=1879","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2022,6,1]],"date-time":"2022-06-01T21:32:49Z","timestamp":1654119169000},"score":1,"resource":{"primary":{"URL":"https:\/\/services.igi-global.com\/resolvedoi\/resolve.aspx?doi=10.4018\/jebr.2007040102"}},"subtitle":["The Effect of the Remuneration and Reward System"],"short-title":[],"issued":{"date-parts":[[2007,4,1]]},"references-count":0,"journal-issue":{"issue":"2","published-print":{"date-parts":[[2007,4]]}},"URL":"https:\/\/doi.org\/10.4018\/jebr.2007040102","relation":{},"ISSN":["1548-1131","1548-114X"],"issn-type":[{"value":"1548-1131","type":"print"},{"value":"1548-114X","type":"electronic"}],"subject":[],"published":{"date-parts":[[2007,4,1]]}}}