INTERDEPENDENCE WITHIN COLLECTIVE CRM CONTINUANCE. A SYSTEMATIC LITERATURE REVIEW AND INTEGRATED FRAMEWORK

The rise of distributed applications, such as Customer Relationship Management (CRM) platforms, necessitates a deeper understanding of collective Information System (IS) use. However, despite the inherently multi-layered nature of collective CRM use, most research tends to focus solely on isolated levels of analysis. This lack of multi-layered inquiry overlooks the complex interdependencies that naturally arise in collective IS environments, leaving many factors influencing sustained CRM use in the post-adoption phase only partially understood. To address these gaps, we conduct a systematic literature review, resulting in a comprehensive analysis of 39 studies. Based on Activity Theory, we identify factors across four distinct dimensions relevant for CRM continuance. Using Social Interdependence Theory, we propose that perceived positive or negative interdependencies in use mediates the relationship between the extracted multi-layered factors and collective CRM use. This framework offers a foundation for developing strategies to enhance collective CRM success.