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Knowledge issues in the introduction of CRM systems: tacit knowledge, psychological contracts, subcultures and impacts

Finnegan, David and Willcocks, Leslie P. (2005) Knowledge issues in the introduction of CRM systems: tacit knowledge, psychological contracts, subcultures and impacts. In: The 13th European Conference on Information Systems, 26-28 May 2005, Regensburg, Germany. (Unpublished)

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Abstract

This exploratory case study research applies a processual analysis (Pettigrew, 1997) to the implementation of a Customer Relationship Management (CRM) system from a knowledge management perspective to a contemporary (1999-2004) situation within Birmingham City Council. A specific focus is given to areas neglected in previous CRM studies - sub-cultures, psychological contracts, how tacit knowledge is surfaced and transferred, and with what effects on implementation. It investigates how the system stakeholders and the information system (IS) itself evolved through encountering barriers, sharing knowledge, finding new uses, inventing work-arounds. A rich picture emerges of sub-cultural silos of knowledge linked with psychological contracts and power-based relationships influencing and inhibiting adoption and acceptance of the CRM system.

Item Type: Conference or Workshop Item (Paper)
Official URL: http://www.informatik.uni-trier.de/~ley/db/conf/ec...
Additional Information: © 2005 the authors
Library of Congress subject classification: B Philosophy. Psychology. Religion > BF Psychology
Sets: Research centres and groups > Information Systems and Innovation Group
Departments > Management
Rights: http://www.lse.ac.uk/library/usingTheLibrary/academicSupport/OA/depositYourResearch.aspx
Date Deposited: 12 Nov 2008 14:37
URL: http://eprints.lse.ac.uk/8257/

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