When both hands are tied: the impact of negative social capital on implementing a customer relations management system

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Shoukry, M., Tansley, C. and Chen, G. ORCID: 0000-0001-8107-0286, 2021. When both hands are tied: the impact of negative social capital on implementing a customer relations management system. In: Proceedings of the British Academy of Management Conference (BAM 2021). [London]: British Academy of Management. ISBN 9780995641341

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Abstract

In this paper, we adopt a co-constructed autoethnographic approach to examine the relational processes surrounding the design and implementation of an intended transformational customer relations management (CRM) IT system in the Jordanian subsidiary of a Kuwaiti-owned organization. In particular, we examine transformation attempts by a HQ project leader to ensure the enactment of both exploitation of current CRM capability and exploration of innovation processes for customer management in the future. We utilize the concept of social capital and relate the differential sources and effects of both positive and negative forms of social capital to the particular implementation episodes. This highlights how both forms of social capital interplay during different project interactions and leads us to conclude that ignoring the negative mode of social capital can have dire effects on the success of IT transformation projects.

Item Type:

Chapter in book

Description:

Paper presented at the British Academy of Management Conference (BAM 2021), Online, 31 August - 3 September 2021.

Creators:

Shoukry, M., Tansley, C. and Chen, G.

Publisher:

British Academy of Management

Place of Publication:

[London]

Date:

2021