Implementation Team Responsiveness and User Evaluation of Customer Relationship Management: A Quasi-Experimental Design Study of Social Exchange Theory

By David Gefen, Catherine M. Ridings. Journal of Management Information Systems, 2002

371 citations recorded by the source corpus.

Subfields: Communication, Information Systems and Management, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/5de5027d494ff47cde3b88bc251d0dd239fac537

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Citations in the corpus

Some antecedents and effects of trust in virtual communities (2002, background): “Responsiveness has been associated with, for example, increased perception of cooperative intentions (Gefen and Ridings, 2002), an indication of benevolence and integrity.”
Knowledge-sharing in R&D departments: a social power and social exchange theory perspective (2008, background): “Unlike an economic exchange, a social exchange deals with intangible social costs and benefits (for example love, respect, and knowledge) and a social exchange does not guarantee that there will be a reciprocal outcome because there are no rules or agreements that conduct the interaction (Chadwick-J”
Measuring the Performance of Information Systems: A Functional Scorecard (2005, methodology): “In addition to utilizing existing items to measure these constructs, the emergence of innovations that have come into use since most of the prior instruments were developed prompted the inclusion of new items to measure the IS function's performance in seven new areas: ERP [51], knowledge management”
Proposing the online community self-disclosure model: the case of working professionals in France and the U.K. who use online communities (2010, methodology): “Individuals engage in activities with the expectation that they will receive intangible benefits from the interaction (Gefen & Ridings, 2002).”
Toward Agile: An Integrated Analysis of Quantitative and Qualitative Field Data (2010, background): “For example, a software team’s responsiveness to user requests has been found to improve the correctness of system configuration (Gefen and Ridings 2002).”
Privacy Concerns Versus Desire for Interpersonal Awareness in Driving the Use of Self-Disclosure Technologies: The Case of Instant Messaging in Two Cultures (2011, methodology): “Examples include information reciprocation between employees and their organizations [51], information sharing in professional networks [121], contributing to knowledge repositories [53], the effects of implementation-team responsiveness on user evaluations and approval of a system [35], knowledge s”