Vella, Joseph; Caruana, Albert - In: Management Research Review 35 (2012) 2, pp. 121-133
organization's customer relationship management (CRM) technology. The paper identifies perceived usefulness and perceived ease of … indicate that the higher the perceived ease of use, the greater the perceived usefulness and the higher the intention to use … CRM. Moreover, perceived usefulness is also found to act as a partial mediator between perceived ease of use and intention …