Title :
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
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;
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
DOI :
10.1109/IEMC.2003.1252296
