Purpose -The purpose of this paper is to develop a comprehensive research framework for understanding the adoption of techno-relationship innovations. The second purpose is to examine the factors influencing the adoption of electronic customer relationship management (eCRM) applications. Design/methodology/approach -Existing adoption models were discussed and merged. Twenty potential determinant factors were proposed and a survey was conducted using a self-administered questionnaire. Data were collected from 508 manufacturing small and medium manufacturing enterprises (SMEs) in Thailand. Hypotheses were tested using discriminant analysis. Findings -The research framework was validated. Seventeen factors have the ability to discriminate between eCRM adopters and non-adopters. However, multivariate statistical analysis suggests that 12 factors have acceptable discriminate power and should be given priority. The top five influential factors are compatibility, industry pressure, customer pressure, subjective norm, and attitude.Research limitations/implications -The study proposes a comprehensive research model for examining the adoption of techno-relationship innovations. The model covers 20 factors from individual, technological, organisational, and environmental contexts. The empirical investigation is based on an Asian perspective but the research model is equally applicable in other countries. Practical implications -The findings offer guidance to government/private agencies and technology suppliers who wish to encourage the adoption of the application of eCRM and its relevant components among manufacturing SMEs. Originality/value -The concept of techno-relationship innovation is introduced. The study suggests an inclusive way to understand factors influencing the adoption of techno-relationship innovations.

This article investigates whether cognitive dissonance exists in the post-purchase phase in the mobile phone industry. It asks if mobile phone users are fully satisfied since they are usually overloaded with information during the purchasing period. Three dimensions of dissonance were measured in 283 university students. The results provide interesting insights. The major differences between the high and low dissonance groups are being influenced by other people's opinions, difficulty in finding information, product involvement, and satisfaction with mobile phones/operators. These findings reveal that consumers are 'not unhappy' with their mobile phones/operators, but not extremely happy either. However, there is ample room for improvements in the level of consumer satisfaction. Marketers should give consumers' perceptions of communicated messages high priority. The messages need to be straightforward and clear in the consumers' interpretation as this will reduce negative feelings after purchase.

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The study examines the current adoption rate of electronic customer relationship management (e-CRM) applications among manufacturing SMEs in Thailand and segments the e-CRM adopters based on their similarities and differences. The purpose is to provide information on market segmentation for the e-CRM industry. Three types of e-CRM adopters were identified; basic, moderate and advanced adopters. The findings assert that even though e-CRM adopters share something in common, their perceptions about e-CRM applications are evidently different. Each group has different needs and expectations requiring different approaches from technology vendors. The basic e-CRM adopters are sceptical about the potential of e-CRM applications while moderate and advanced e-CRM adopters are more concerned with how to maximise the advantages of e-CRM applications.

E-procurement is constantly receiving lot of attention from industries, and government agencies. Analysts believe that utilization of e-procurement can lead to enormous cost saving and efficiency in procurement process. Though, e-procurement has benefited the global business tremendously, its expected growth rate has been moving downwards. The present study explores how the benefits and risks associated to e-procurement affect the e-procurement implementation. The differences and similarities among firms in different setting are also investigated. By using Swedish and Indian firms, the results show that cost benefit is the main driver for companies to implement e-procurement. The problems of implementation and integration of existing infrastructure are holding back companies from implementing e-procurement. But benefits are overpowering risks and companies are moving toward more aggressive strategic approach of implementing e-procurement. Finally, e-procurement is typically used for buying indirect material and the buyer side model is most dominated in industry.