CRM, apprentissage et controle organisationnel

Detalhes bibliográficos
Autor(a) principal: Benavent, Christophe
Data de Publicação: 2006
Outros Autores: Villarmois, Olivier de la
Tipo de documento: Artigo
Idioma: fra
Título da fonte: Journal of Information Systems and Technology Management (Online)
Texto Completo: https://www.revistas.usp.br/jistem/article/view/12768
Resumo: In this article are explored in a theoretical way the determinants of performance of Customer Relationship Management information systems that are established gradually in most of large companies. The approach adopted in this study focuses attention upon two central assumptions: the effect of the systems of CRM is mediated first by an increasing capability of organizational learning, and secondly through better organisational control devices.
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spelling CRM, apprentissage et controle organisationnel CRM, learning and organizational control CRMOrganisational learningOrganisational control In this article are explored in a theoretical way the determinants of performance of Customer Relationship Management information systems that are established gradually in most of large companies. The approach adopted in this study focuses attention upon two central assumptions: the effect of the systems of CRM is mediated first by an increasing capability of organizational learning, and secondly through better organisational control devices. Dans cet article sont explorés de manière théorique les déterminants de la performance des systèmes de gestion de la relation client (GRC) implantés progressivement dans l'ensemble des grandes entreprises. L'approche adoptée dans cette étude focalise l'attention sur deux hypothèses centrales : l'effet des systèmes de GRC se développerait d'une part au travers d'une stimulation de l'apprentissage organisationnel, et d'autre part au travers d'un meilleur contrôle organisationnel. TECSI - FEA - Universidade de São Paulo. Faculdade de Economia, Administração, Contabilidade e Atuária2006-01-01info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://www.revistas.usp.br/jistem/article/view/1276810.4301/S1807-17752006000200007Journal of Information Systems and Technology Management; v. 3 n. 2 (2006); 193-210Journal of Information Systems and Technology Management; Vol. 3 No. 2 (2006); 193-210Journal of Information Systems and Technology Management; Vol. 3 Núm. 2 (2006); 193-2101807-1775reponame:Journal of Information Systems and Technology Management (Online)instname:Universidade de São Paulo (USP)instacron:USPfrahttps://www.revistas.usp.br/jistem/article/view/12768/14550Copyright (c) 2018 JISTEM - Journal of Information Systems and Technology Management (Online)info:eu-repo/semantics/openAccessBenavent, ChristopheVillarmois, Olivier de la2014-05-18T12:55:26Zoai:revistas.usp.br:article/12768Revistahttp://www.scielo.br/scielo.php?script=sci_serial&pid=1807-1775&lng=pt&nrm=isoPUBhttps://old.scielo.br/oai/scielo-oai.php||jistem@usp.br1807-17751807-1775opendoar:2014-05-18T12:55:26Journal of Information Systems and Technology Management (Online) - Universidade de São Paulo (USP)false
dc.title.none.fl_str_mv CRM, apprentissage et controle organisationnel
CRM, learning and organizational control
title CRM, apprentissage et controle organisationnel
spellingShingle CRM, apprentissage et controle organisationnel
Benavent, Christophe
CRM
Organisational learning
Organisational control
title_short CRM, apprentissage et controle organisationnel
title_full CRM, apprentissage et controle organisationnel
title_fullStr CRM, apprentissage et controle organisationnel
title_full_unstemmed CRM, apprentissage et controle organisationnel
title_sort CRM, apprentissage et controle organisationnel
author Benavent, Christophe
author_facet Benavent, Christophe
Villarmois, Olivier de la
author_role author
author2 Villarmois, Olivier de la
author2_role author
dc.contributor.author.fl_str_mv Benavent, Christophe
Villarmois, Olivier de la
dc.subject.por.fl_str_mv CRM
Organisational learning
Organisational control
topic CRM
Organisational learning
Organisational control
description In this article are explored in a theoretical way the determinants of performance of Customer Relationship Management information systems that are established gradually in most of large companies. The approach adopted in this study focuses attention upon two central assumptions: the effect of the systems of CRM is mediated first by an increasing capability of organizational learning, and secondly through better organisational control devices.
publishDate 2006
dc.date.none.fl_str_mv 2006-01-01
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://www.revistas.usp.br/jistem/article/view/12768
10.4301/S1807-17752006000200007
url https://www.revistas.usp.br/jistem/article/view/12768
identifier_str_mv 10.4301/S1807-17752006000200007
dc.language.iso.fl_str_mv fra
language fra
dc.relation.none.fl_str_mv https://www.revistas.usp.br/jistem/article/view/12768/14550
dc.rights.driver.fl_str_mv Copyright (c) 2018 JISTEM - Journal of Information Systems and Technology Management (Online)
info:eu-repo/semantics/openAccess
rights_invalid_str_mv Copyright (c) 2018 JISTEM - Journal of Information Systems and Technology Management (Online)
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv TECSI - FEA - Universidade de São Paulo. Faculdade de Economia, Administração, Contabilidade e Atuária
publisher.none.fl_str_mv TECSI - FEA - Universidade de São Paulo. Faculdade de Economia, Administração, Contabilidade e Atuária
dc.source.none.fl_str_mv Journal of Information Systems and Technology Management; v. 3 n. 2 (2006); 193-210
Journal of Information Systems and Technology Management; Vol. 3 No. 2 (2006); 193-210
Journal of Information Systems and Technology Management; Vol. 3 Núm. 2 (2006); 193-210
1807-1775
reponame:Journal of Information Systems and Technology Management (Online)
instname:Universidade de São Paulo (USP)
instacron:USP
instname_str Universidade de São Paulo (USP)
instacron_str USP
institution USP
reponame_str Journal of Information Systems and Technology Management (Online)
collection Journal of Information Systems and Technology Management (Online)
repository.name.fl_str_mv Journal of Information Systems and Technology Management (Online) - Universidade de São Paulo (USP)
repository.mail.fl_str_mv ||jistem@usp.br
_version_ 1809284035324674048

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