IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v61y2008i4p292-299.html
   My bibliography  Save this article

Cross-functional interface and disruption in CRM projects: Is marketing from Venus and information systems from Mars?

Author

Listed:
  • Cooper, Marjorie J.
  • Gwin, Carol F.
  • Wakefield, Kirk L.

Abstract

Because of the inherently cross-functional nature of customer relationship management, the use of cross-functional teams in CRM project implementations is virtually mandatory to achieve critical marketing and sales objectives. This study examines the effects of functional membership as well as team and individual performance evaluations on project members' perceptions of disruption and cooperation during CRM project implementations. The results show that IS project members are more likely to perceive internal volatility and manifest interfunctional conflict and less likely to perceive interfunctional cooperation than project members from either sales/marketing or general management. We also find that team performance evaluations are negatively associated with disruption and positively associated with cooperation, while individual evaluations are negatively associated with internal volatility.

Suggested Citation

  • Cooper, Marjorie J. & Gwin, Carol F. & Wakefield, Kirk L., 2008. "Cross-functional interface and disruption in CRM projects: Is marketing from Venus and information systems from Mars?," Journal of Business Research, Elsevier, vol. 61(4), pages 292-299, April.
    • Handle: RePEc:eee:jbrese:v:61:y:2008:i:4:p:292-299
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148-2963(07)00228-7
    Download Restriction: Full text for ScienceDirect subscribers only
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Abbie Griffin & John R. Hauser, 1993. "The Voice of the Customer," Marketing Science, INFORMS, vol. 12(1), pages 1-27.
    2. Frederick W. Rankin, 2004. "Coordinating Effort under Team†Based and Individual Incentives: An Experimental Analysis," Contemporary Accounting Research, John Wiley & Sons, vol. 21(1), pages 191-222, March.
    3. Griffin, Abbie. & Hauser, John R. & Griffin, Abbie, 1994. "Integrating R&D and marketing : a review and analysis of the literature," Working papers #112-94. Working paper (S, Massachusetts Institute of Technology (MIT), Sloan School of Management.
    4. Bendik Bygstad, 2003. "The Implementation Puzzle of CRM Systems in Knowledge Based Organizations," Information Resources Management Journal (IRMJ), IGI Global, vol. 16(4), pages 33-45, October.
    5. Mary Beth Pinto & Jeffrey K. Pinto & John E. Prescott, 1993. "Antecedents and Consequences of Project Team Cross-Functional Cooperation," Management Science, INFORMS, vol. 39(10), pages 1281-1297, October.
    6. Qiang Tu & Bhanu Ragunathan & T. S. Ragunathan, 2001. "A Path Analytic Study of the Antecedents of Organizational Commitment of IS Managers," Information Resources Management Journal (IRMJ), IGI Global, vol. 14(3), pages 27-36, July.
    7. Miles, Jeffrey A. & Greenberg, Jerald, 1993. "Using Punishment Threats to Attenuate Social Loafing Effects among Swimmers," Organizational Behavior and Human Decision Processes, Elsevier, vol. 56(2), pages 246-265, November.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Gilliland, David I. & Rudd, John M., 2013. "Control of electronic channel affiliates: An exploratory study and research propositions," Journal of Business Research, Elsevier, vol. 66(12), pages 2650-2656.
    2. Chen, Yan & Zhang, Lei & Zhao, Yulu & Xu, Bing, 2022. "Implementation of penalized survival models in churn prediction of vehicle insurance," Journal of Business Research, Elsevier, vol. 153(C), pages 162-171.
    3. Bullini Orlandi, Ludovico & Zardini, Alessandro & Rossignoli, Cecilia, 2020. "Organizational technological opportunism and social media: The deployment of social media analytics to sense and respond to technological discontinuities," Journal of Business Research, Elsevier, vol. 112(C), pages 385-395.
    4. Lee, Nick & Gilliland, David I. & Bello, Daniel C. & Osmonbekov, Talai, 2011. "When electronic management tools work - and don't work - in social-based distribution channels: A study of IT manufacturers and resellers," Journal of Business Research, Elsevier, vol. 64(10), pages 1017-1024, October.
    5. Trainor, Kevin J. & Andzulis, James (Mick) & Rapp, Adam & Agnihotri, Raj, 2014. "Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM," Journal of Business Research, Elsevier, vol. 67(6), pages 1201-1208.
    6. Steffen Roth & Augusto Sales & Jari Kaivo-oja, 2017. "Multiplying the Division of Labour: Functional Differentiation of the Next Key Variables in Management Research," Systems Research and Behavioral Science, Wiley Blackwell, vol. 34(2), pages 195-207, March.
    7. Coussement, Kristof & De Bock, Koen W., 2013. "Customer churn prediction in the online gambling industry: The beneficial effect of ensemble learning," Journal of Business Research, Elsevier, vol. 66(9), pages 1629-1636.
    8. Webber, Sheila Simsarian, 2011. "Dual organizational identification impacting client satisfaction and word of mouth loyalty," Journal of Business Research, Elsevier, vol. 64(2), pages 119-125, February.
    9. Peltier, James W. & Zahay, Debra & Lehmann, Donald R., 2013. "Organizational Learning and CRM Success: A Model for Linking Organizational Practices, Customer Data Quality, and Performance," Journal of Interactive Marketing, Elsevier, vol. 27(1), pages 1-13.
    10. Clercq, Dirk De & Menguc, Bulent & Auh, Seigyoung, 2009. "Unpacking the relationship between an innovation strategy and firm performance: The role of task conflict and political activity," Journal of Business Research, Elsevier, vol. 62(11), pages 1046-1053, November.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Meinel, Martin & Eismann, Tobias T. & Baccarella, Christian V. & Fixson, Sebastian K. & Voigt, Kai-Ingo, 2020. "Does applying design thinking result in better new product concepts than a traditional innovation approach? An experimental comparison study," European Management Journal, Elsevier, vol. 38(4), pages 661-671.
    2. Yu-Shan Chen & Ke-Chiun Chang, 2010. "Using the fuzzy associative memory (FAM) computation to explore the R&D project performance," Quality & Quantity: International Journal of Methodology, Springer, vol. 44(3), pages 537-549, April.
    3. Li, Yan-Lai & Tang, Jia-Fu & Chin, Kwai-Sang & Jiang, Yu-Shi & Han, Yi & Pu, Yun, 2011. "Estimating the final priority ratings of engineering characteristics in mature-period product improvement by MDBA and AHP," International Journal of Production Economics, Elsevier, vol. 131(2), pages 575-586, June.
    4. Nicoletti, Sergio & Nicolo, Fabio, 1998. "A concurrent engineering decision model: Management of the project activities information flows," International Journal of Production Economics, Elsevier, vol. 54(2), pages 115-127, January.
    5. Ellen H.M. Moors & Rogier Donders, 2009. "Understanding consumer needs and preferences in new product development: the case of functional food innovations," Innovation Studies Utrecht (ISU) working paper series 09-03, Utrecht University, Department of Innovation Studies, revised Feb 2009.
    6. Jon M. Stein, 2023. "Utilizing Collective Intelligence to Combine Theory of Constraints with Lean Six Sigma," International Journal of Business and Management, Canadian Center of Science and Education, vol. 17(6), pages 1-34, February.
    7. Laura J. Kornish & Karl T. Ulrich, 2011. "Opportunity Spaces in Innovation: Empirical Analysis of Large Samples of Ideas," Management Science, INFORMS, vol. 57(1), pages 107-128, January.
    8. Mathieu Lefebvre & Lucie Martin-Bonnel de Longchamp, 2022. "Knowledge acquisition or incentive to foster coordination? A real-effort weak-link experiment with craftsmen," Journal of Behavioral Economics for Policy, Society for the Advancement of Behavioral Economics (SABE), vol. 6(S1), pages 93-107, July.
    9. Thomas Gillier & Gérald Piat, 2011. "Exploring over the Presumed Identity of Emerging Technology," Grenoble Ecole de Management (Post-Print) hal-00641765, HAL.
    10. Swink, Morgan L. & Sandvig, J. Christopher & Mabert, Vincent A., 1996. "Adding "zip" to product development: Concurrent engineering methods and tools," Business Horizons, Elsevier, vol. 39(2), pages 41-49.
    11. Zuo, Wenming & Bai, Weijing & Zhu, Wenfeng & He, Xinming & Qiu, Xinxin, 2022. "Changes in service quality of sharing accommodation: Evidence from airbnb," Technology in Society, Elsevier, vol. 71(C).
    12. Krohmer, Harley & Homburg, Christian & Workman, John P., 2002. "Should marketing be cross-functional? Conceptual development and international empirical evidence," Journal of Business Research, Elsevier, vol. 55(6), pages 451-465, June.
    13. Veronika Belousova & Nikolay Chichkanov, 2016. "Knowledge-Intensive Business Services in Russia: 2014–2015 Crisis Aftermath," Foresight and STI Governance (Foresight-Russia till No. 3/2015), National Research University Higher School of Economics, vol. 10(4), pages 46-58.
    14. J-B Yang & D-L Xu & X Xie & A K Maddulapalli, 2011. "Multicriteria evidential reasoning decision modelling and analysis—prioritizing voices of customer," Journal of the Operational Research Society, Palgrave Macmillan;The OR Society, vol. 62(9), pages 1638-1654, September.
    15. Yuncong Li & Fang Wang & Sheng-hua Zhong, 2023. "A More Fine-Grained Aspect–Sentiment–Opinion Triplet Extraction Task," Mathematics, MDPI, vol. 11(14), pages 1-14, July.
    16. Isaac Zúñiga Aguilar, 2022. "Neuroeconomics in Cooperatives: Hierarchy of Emotional Patterns in the Collective Decision-Making Process for Sustainable Development," Sustainability, MDPI, vol. 14(12), pages 1-31, June.
    17. Yuk, Hyeyeon & Garrett, Tony C., 2023. "Does customer participation moderate the effects of innovation on cost-based financial performance? An examination of different forms of customer participation," Journal of Business Research, Elsevier, vol. 156(C).
    18. repec:dgr:rugsom:02b13 is not listed on IDEAS
    19. Singer, Marcos & Donoso, Patricio & Rodríguez-Sickert, Carlos, 2008. "A static model of cooperation for group-based incentive plans," International Journal of Production Economics, Elsevier, vol. 115(2), pages 492-501, October.
    20. Da Mota de Pina E Cunha, A.M., 1998. "Determinants of Product Innovation in Organizations : Practices and Performance in the Portugese Financial Sector," Other publications TiSEM e6e4e56e-b72a-4392-8d79-f, Tilburg University, School of Economics and Management.
    21. Clemens Scott Kruse & Cristian Lieneck, 2019. "Validating a Competency-Based HIT Curriculum in a BHA and MHA Program Through the Voice of the Customer," SAGE Open, , vol. 9(3), pages 21582440198, July.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:61:y:2008:i:4:p:292-299. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.