Title: End-user development of CRM systems: towards a behavioural end-user profiling based on gender and expertise

Authors: Katerina Tzafilkou; Nicolaos Protogeros; Charalampos Yakinthos

Addresses: Postgraduate Program in Information Systems, University of Macedonia, 156 Egnatia Street, 54006 Thessaloniki, Greece ' Department of Accounting and Finance, University of Macedonia, 156 Egnatia Street, Thessaloniki 54006, Greece ' Merchant Marine Academy of Macedonia, Nea Mihaniona 57004, Greece

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.

Keywords: information systems development; customer relationship management; CRM development; end users; EUD; end-user development; behavioural user profiling; user modelling; user behaviour; gender; expertise.

DOI: 10.1504/IJEB.2015.071390

International Journal of Electronic Business, 2015 Vol.12 No.3, pp.302 - 318

Received: 12 Feb 2014
Accepted: 06 Mar 2015

Published online: 24 Aug 2015 *

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