Critically reviews and compares the concepts of business process re‐engineering (BPR), which has recently addressed the issue of changing organizations through the use of information technology (IT) and socio‐technical design (STD), which has traditionally been concerned with the matching of...

Purpose – A paucity of research on the motivations and goals of vendors who develop electronic customer relationship management (eCRM) tools and systems exists in the literature. This is an important gap in the literature because many eCRM systems are products of outsourcing (to vendors). This...