Interdependence Within Collective CRM Continuance. A Systematic Literature Review and Integrated Framework

Schneider L, Tiefenbeck V (2025)

Publication Language: English

Publication Type: Conference contribution, Conference Contribution

Publication year: 2025

Series: ECIS 2025 Proceedings

Event location: Amman JO

URI: https://aisel.aisnet.org/ecis2025/is_adoption/is_adoption/4

Abstract

The rise of distributed applications, such as Customer Relationship Management (CRM) platforms, necessitates a deeper understanding of collective Information System (IS) use. However, despite the inherently multi-layered nature of collective CRM use, most research tends to focus solely on isolated levels of analysis. This lack of multi-layered inquiry overlooks the complex interdependencies that naturally arise in collective IS environments, leaving many factors influencing sustained CRM use in the post-adoption phase only partially understood. To address these gaps, we conduct a systematic literature review, resulting in a comprehensive analysis of 39 studies. Based on Activity Theory, we identify factors across four distinct dimensions relevant for CRM continuance. Using Social Interdependence Theory, we propose that perceived positive or negative interdependencies in use mediates the relationship between the extracted multi-layered factors and collective CRM use. This framework offers a foundation for developing strategies to enhance collective CRM success.

Authors with CRIS profile

Laura Schneider Juniorprofessur für Digitale Transformation Verena Tiefenbeck Juniorprofessur für Digitale Transformation

How to cite

APA:

Schneider, L., & Tiefenbeck, V. (2025). Interdependence Within Collective CRM Continuance. A Systematic Literature Review and Integrated Framework. In Proceedings of the European Conference on Information Systems (ECIS). Amman, JO.

MLA:

Schneider, Laura, and Verena Tiefenbeck. "Interdependence Within Collective CRM Continuance. A Systematic Literature Review and Integrated Framework." Proceedings of the European Conference on Information Systems (ECIS), Amman 2025.

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