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• W99688075 abstract "Globalization and the ubiquitous nature of the Internet facilitate e-commerce activities across nations. These activities demand a new conceptualization of online customer relationship management (CRM) that transcends national boundaries and considers cross-cultural aspects. To better understand cross-cultural CRM, we apply a theory of planned behavior (TPB) perspective to capture behavioral intentions to transact online in two dissimilar countries – China and the United States. We develop a cross-cultural e-commerce adoption model, which first draws upon the TPB to interrelate online transaction intention with attitude, subjective norm, and perceived behavioral control. Second, given the uncertainty present in e-commerce, trust in a Web retailer is hypothesized as a salient belief that influences transaction intentions, both through attitude and also through perceived behavioral control. The model incorporates Hofstede’s (2001) cultural dimensions – (a) individualism/collectivism, (b) power distance, and (c) long-term orientation. We argue that these cultural differences moderate key relationships in the proposed model. To tgest the model, an empirical study was conducted using data from Chinese and U.S consumers. Results support the proposed hypotheses, emphasizing the role of cultural differences on consumer e-commerce adoption. The paper discusses several insights from this exploratory study that enrich the crosscultural CRM literature. Finally, we discuss the study’s implications for theory and practice and conclude with suggestions for future CRM research." @default.
• W99688075 created "2016-06-24" @default.
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• W99688075 date "2002-01-01" @default.
• W99688075 modified "2023-09-24" @default.
• W99688075 title "CUSTOMER RELATIONSHIP MANAGEMENT.COM:A CROSS-CULTURAL EMPIRICAL INVESTIGATIONOF ELECTRONIC COMMERCE" @default.
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