Research hypotheses and results
| H | Path | Hypothesis | Supported? |
|---|---|---|---|
| H1 | CR → SQ | CRM consultant resources (CR) will have a positive effect on CRM system quality (SQ) | Yes |
| H2 | CR*APP → SQ | Application complexity (APP) will have a negative interaction with CRM consultant resources (CR) in predicting CRM system quality (SQ) (i.e. the interaction will have a negative sign) | Significant but not supported |
| H3 | CR*REQ → SQ | Requirements uncertainty (REQ) will have a negative interaction with CRM consultant resources (CR) in predicting CRM system quality (SQ) (i.e. the interaction will have a negative sign) | Yes |
| H4 | CR*APP*UI → SQ | As user involvement (UI) increases, the negative interaction between CRM consultant resources (CR) and application complexity (APP) in predicting CRM system quality (SQ) will strengthen (i.e., the overall interaction will have a negative sign) | Yes |
| H5 | CR*REQ*UI → SQ | As user involvement (UI) increases, the negative interaction between CRM consultant resources (CR) and requirements uncertainty (REQ) in predicting CRM system quality (SQ) will weaken (i.e., the overall interaction will have a positive sign) | Yes |
| H6 | SQ → FP | CRM system quality (SQ) will have a positive effect on firm performance (FP) | Yes |
| H | Path | Hypothesis | Supported? |
|---|---|---|---|
| CR → SQ | CRM consultant resources (CR) will have a positive effect on CRM system quality (SQ) | Yes | |
| CR*APP → SQ | Application complexity (APP) will have a negative interaction with CRM consultant resources (CR) in predicting CRM system quality (SQ) (i.e. the interaction will have a negative sign) | Significant but not supported | |
| CR*REQ → SQ | Requirements uncertainty (REQ) will have a negative interaction with CRM consultant resources (CR) in predicting CRM system quality (SQ) (i.e. the interaction will have a negative sign) | Yes | |
| CR*APP*UI → SQ | As user involvement (UI) increases, the negative interaction between CRM consultant resources (CR) and application complexity (APP) in predicting CRM system quality (SQ) will strengthen (i.e., the overall interaction will have a negative sign) | Yes | |
| CR*REQ*UI → SQ | As user involvement (UI) increases, the negative interaction between CRM consultant resources (CR) and requirements uncertainty (REQ) in predicting CRM system quality (SQ) will weaken (i.e., the overall interaction will have a positive sign) | Yes | |
| SQ → FP | CRM system quality (SQ) will have a positive effect on firm performance (FP) | Yes |
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