End-user development of CRM systems: towards a behavioural end-user profiling based on gender and expertise
by Katerina Tzafilkou; Nicolaos Protogeros; Charalampos Yakinthos
International Journal of Electronic Business (IJEB), Vol. 12, No. 3, 2015

Abstract: Big part of Enterprise and Marketing Information Systems, such as customer relationship management (CRM), tend to be customised and even developed from scratch by the end-users working in the enterprises. However, user modelling and personalisation approaches have not been widely adopted in the end-user development (EUD) environments of information systems (IS). This results in the EUD of CRM software of low performance and reusability. Attempting to figure out how end-users can efficiently participate in the design and development of CRM systems, research suggests the 'construction' of end-users behavioural profiles to enhance their developing activity performance. This paper presents a methodological approach in which we construct different behavioural user-profiles based on end-user-related behavioural attributes. The suggested user-profiling approach can be applied to produce self-adaptive EUD environments to implicitly assist the end-users in the enhancement of their performance while developing web-based CRM software.

Online publication date: Mon, 24-Aug-2015

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Electronic Business (IJEB):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com