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Article: INFORMATION PRIVACY CONCERNS, GOVERNMENT INVOLVEMENT, AND CORPORATE POLICIES IN THE CUSTOMER RELATIONSHIP MANAGEMENT CONTEXT
- Article from:
- Journal of Global Business and Technology
- Article date:
- April 1, 2008
- Author:
CopyrightCopyright Global Business and Technology Association Spring 2008. Provided by ProQuest LLC. (Hide copyright information)
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ABSTRACT
This study attempts to find how consumer's attitudes (trust, social exchange, knowledge about CRM, and procedural fairness), government involvement, and corporate policies influence their information privacy concerns in the context of Customer Relationship Management (CRM). Path analysis was used to examine the theoretical basis of information privacy concerns. The results found that information privacy concerns are driven by consumers' internal experience, attitude, and external social environment. With efficient government involvement or corporate policies supervising fair use of personal information, consumers can trust companies, and build long-term relationships with them. ...