Advanced Search

Journal Navigation

Journal Home

Subscriptions

Archive

Contact Us

Table of Contents

Click here for more information Leadership, Fifth Edition

Click here to sign up for SAGE Journal Email Alerts today!

Sign In to gain access to subscriptions and/or personal tools.
International Small Business Journal
This Article
Right arrow Résumé
Right arrow Zusammenfassung
Right arrow Resumen
Right arrow Full Text (PDF)
Right arrow References
Right arrow Alert me when this article is cited
Right arrow Alert me if a correction is posted
Right arrow Citation Map
Services
Right arrow Email this article to a friend
Right arrow Similar articles in this journal
Right arrow Alert me to new issues of the journal
Right arrow Add to Saved Citations
Right arrow Download to citation manager
Right arrowRequest Permissions
Right arrow Request Reprints
Right arrow Add to My Marked Citations
Citing Articles
Right arrow Citing Articles via Scopus
Google Scholar
Right arrow Articles by Peltier, J. W.
Right arrow Articles by Yushan Zhao
Social Bookmarking
Add to CiteULike   Add to Complore   Add to Connotea   Add to Del.icio.us   Add to Digg   Add to Reddit   Add to Technorati   Add to Twitter  
What's this?

Understanding the Antecedents to the Adoption of CRM Technology by Small Retailers

Entrepreneurs vs Owner-managers

James W. Peltier

University of Wisconsin-Whitewater, USA, peltierj{at}uww.edu

John A. Schibrowsky

University of Nevada-Las Vegas, USA, john.schibrowsky{at}unlv.edu

Yushan Zhao

University of Wisconsin-Whitewater, USA, zhaoy{at}uww.edu

Customer relationship management (CRM) technology provides a strategic opportunity to better understand customers. Virtually unexplored is research targeting CRM adoption by small businesses. This exploratory study investigates the factors that influence the adoption of CRM technology by small entrepreneurial retail firms. A key premise is that `entrepreneurial' retail store owners can be differentiated from `owner-managers' through their adoption of CRM. A preliminary model is developed and tested through a sample of 386 small hardware retailers responding to a mail questionnaire. The findings show that CRM adopters had higher product class knowledge, a greater risk orientation, saw a stronger relative advantage, perceived higher environmental complexity and hostility, and had a more open business change orientation.

Key Words: customer relationship management • diffusion of innovation • entrepreneurs • environmental complexity • information technology • market turbulence • relative advantage • risk orientation • small business • technology

International Small Business Journal, Vol. 27, No. 3, 307-336 (2009)
DOI: 10.1177/0266242609102276
Add to CiteULike CiteULike   Add to Complore Complore   Add to Connotea Connotea   Add to Del.icio.us Del.icio.us   Add to Digg Digg   Add to Reddit Reddit   Add to Technorati Technorati   Add to Twitter Twitter    What's this?