Implementation of customer relationship management and inventory control software: a multiple case study of small retailers

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dc.contributor.advisorMierzwa, Thomas J.
dc.contributor.authorAhn, Elizabeth
dc.contributor.authorAndrews, Michael
dc.contributor.authorBlinkoff, Esther
dc.contributor.authorDeckard, Nick
dc.contributor.authorIruku, Akhila
dc.contributor.authorKoehler, Max
dc.contributor.authorLee, Jade
dc.contributor.authorLue, Jeffrey
dc.contributor.authorSathyamoorthy, Vidya
dc.contributor.authorSchulz, Taylor
dc.date.accessioned2011-05-11T17:45:49Z
dc.date.available2011-05-11T17:45:49Z
dc.date.issued2011
dc.descriptionGemstone Team Small Business Solutionsen_US
dc.description.abstractThis study examines the impact of customer relationship management and inventory control software on small retail stores. Our team began by conducting a literature review, retailer-needs surveys, and product design interviews. We determined that small retailers have a need for a simple reminder system to assist in tracking customers and inventory. We then designed software to address these needs and tested it in two case study stores. We also conducted a systematic review of other case studies of software implementation in small businesses and identified ten factors that influence small business adoption of software. The five factors that influenced the failure to implement the system in these stores were consistent with the framework identified in the systematic review. The identified factors are relative advantages of the system compared to competitor products, compatibility with existing applications, the user's computer self-efficacy, ease-of-use of the system, and store owners' attitude toward information technology.en_US
dc.identifier.urihttp://hdl.handle.net/1903/11389
dc.language.isoen_USen_US
dc.relation.isAvailableAtDigital Repository at the University of Maryland
dc.relation.isAvailableAtGemstone Program, University of Maryland (College Park, Md)
dc.subjectsoftware designen_US
dc.subjectretail storesen_US
dc.subjectcustomer relationship managementen_US
dc.subjectinventory controlen_US
dc.subjectGemstone Team Small Business Solutionsen_US
dc.subjectsmall businessesen_US
dc.titleImplementation of customer relationship management and inventory control software: a multiple case study of small retailersen_US
dc.typeThesisen_US

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