Adoption of new technologies in a highly uncertain environment: the case of knowledge discovery in databases for customer relationship management in Egyptian public banks

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Adoption of new technologies in a highly uncertain environment: the case of knowledge discovery in databases for customer relationship management in Egyptian public banks

Type: Doctoral Thesis
Title: Adoption of new technologies in a highly uncertain environment: the case of knowledge discovery in databases for customer relationship management in Egyptian public banks
Author: Khedr, Ayman El_Sayed
Publisher: Leiden Institute of Advanced Computer Science (LIACS), Faculty of Science, Leiden University
Issue Date: 2008-10-08
Keywords: Technology Adoption
Knowledge Discovery in Database (KDD)
Customer Relationship Management (CRM)
Banking Sector
Abstract: “How can we better understand the process of adopting a new technology and its impact on business value in situations of high uncertainty?” In short, this is the central research question addressed in this thesis. The dissertation explores how uncertainty factors affect the adoption process of a new technology. It also explores the relationship between the introduction of a new technology and the business value impact. Uncertainty factors surrounding the adoption process in a highly uncertain environment include external factors (customer satisfaction, governmental policies, competition, and cultural and educational environments), internal factors (organizational factors, and personal attitudes or organizations employees’ attitudes), and technological factors (innovation and innovative technology, characteristics of the adopted technology, ease of use and acceptance, resistance to change, and expected benefits). A case study approach has been chosen to investigate the influence of these uncertainty factors on the adoption process of a new technology.
Description: Promotores: H.P. Borgman, J.N. Kok
With summary in Dutch
Faculty: Faculteit der Wiskunde en Natuurwetenschappen
Citation: Khedr, A.S., 2008, Doctoral thesis, Leiden University
ISBN: 9789052911045
Handle: http://hdl.handle.net/1887/13135
 

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