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An Extension of Financial Cost and TAM Model with IDT for Exploring Users' Behavioral Intentions to Use the CRM Information System

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In the present study, the researcher investigated innovation diffusion theory, the technology acceptance model, trust, and perceived financial cost. Based on 288 questionnaires collected from 65 corporations in Taiwan, it was found that compatibility, perceived usefulness, perceived ease of use, trust, and perceived financial cost were critical factors for users' behavioral intentions to use the customer relationship management information system. Results indicated that compatibility, perceived usefulness, perceived ease of use, and trust have a significant positive effect on behavioral intentions, and perceived financial cost has a significant negative effect on behavioral intentions.
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Keywords: BEHAVIORAL INTENTIONS; CUSTOMER RELATIONSHIP MANAGEMENT INFORMATION SYSTEM; FINANCIAL COST; INNOVATION DIFFUSION THEORY; TECHNOLOGY ACCEPTANCE MODEL

Document Type: Research Article

Publication date: 2009-08-01

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