CRM 2.0 and Mobile CRM: a framework proposal and study in European recruitment agencies

Gregorio, Tania Isabel and Isaias, Pedro (2017). CRM 2.0 and Mobile CRM: a framework proposal and study in European recruitment agencies. In Tomayess Issa, Piet Kommers, Theodora Issa, Pedro Isaias and Touma Issa (Ed.), Smart technology applications in business environments (pp. 322-342) Hershe, PA, United States: IGI Global. doi:10.4018/978-1-5225-2492-2.ch015

Author Gregorio, Tania Isabel
Isaias, Pedro
Title of chapter CRM 2.0 and Mobile CRM: a framework proposal and study in European recruitment agencies
Title of book Smart technology applications in business environments
Place of Publication Hershe, PA, United States
Publisher IGI Global
Publication Year 2017
Sub-type Research book chapter (original research)
DOI 10.4018/978-1-5225-2492-2.ch015
Open Access Status Not yet assessed
ISBN 9781522524922
Editor Tomayess Issa
Piet Kommers
Theodora Issa
Pedro Isaias
Touma Issa
Chapter number 15
Start page 322
End page 342
Total pages 21
Total chapters 17
Language eng
Subjects 2000 Economics, Econometrics and Finance
1400 Business, Management and Accounting
Abstract/Summary Companies are becoming more focused on customers and on new ways to approach them individually. Mobile technologies and Web 2.0 have been pushing companies to evolve in this area. This research is focused on the way Customer Relationship Management (CRM) systems are used, on a European level, by recruiting companies to assist candidates in finding a satisfactory job. A framework is presented to identify how CRM 2.0 and mCRM (mobile CRM) can help candidates to find jobs in a personalized way. A set of four hypotheses have been defined. To gain a better understanding of these CRM systems, the methodology used in the exploratory study was quantitative, employing a non-probabilistic sampling technique, with 35 recruiting agencies being studied. Results showed that the use of software in recruiting agencies is quite common and that CRM 2.0 is present in the vast majority of the studied companies. When it comes to mobile CRM, there's still much to be explored in this channel, as agencies focus their resources on Web 2.0, leaving this channel's great potential of mobile CRM unused.
Keyword CRM systems
Customer Relationship Management (CRM)
Mobile applications
Critical Success Factors (CSFs)
Q-Index Code B1
Q-Index Status Provisional Code
Institutional Status UQ

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Created: Mon, 05 Jun 2017, 14:57:51 EST by Pedro Isaias on behalf of Institute for Teaching and Learning Innovation