Who is the adopter? organizational acceptance of customer loyalty programs in supermarket chains and the potential role of a community of practice

Author

Pérez, Pedro David

Author_Institution

Appl. Econ. & Manage., Cornell Univ., Ithaca, NY, USA

fYear

2003

fDate

2-4 Nov. 2003

Firstpage

373

Lastpage

377

Abstract

The paper presents a map of cognitions about customer relationship management and customer loyalty programs (CRM/CLPs) in USA food retailers. It shows that managers separate CRM/CLPs from their ongoing value adding effort and consider costs of CRM/CLPs critical obstacles. This is an example of failing implementation of IT systems manifesting in managerial cognition.

Keywords

customer relationship management; information systems; information technology; retail data processing; supply chain management; IT systems; USA; customer loyalty programs; customer relationship management; food retailers; information technology; managerial cognition; organizational acceptance; supermarket chains; Cognition; Costs; Customer relationship management; Employment; Information technology; Knowledge management; Packaging; Process design; Technology management; Testing;

fLanguage

English

Publisher

ieee

Conference_Titel

Engineering Management Conference, 2003. IEMC '03. Managing Technologically Driven Organizations: The Human Side of Innovation and Change

Print_ISBN

0-7803-8150-5

Type

conf

DOI

10.1109/IEMC.2003.1252296

Filename

1252296

Link To Document

https://search.isc.ac/dl/search/defaultta.aspx?DTC=49&DC=2389627