Conclusions and implications
This paper adopts the well-established TAM and D&M model to measure the
impact of information system on knowledge sharing and CRM. This study provides a
theoretical framework for determining the impact of information technology system to
knowledge sharing among employees which is more likely to influence the CRM. We
use a structural equation model to test the framework. The results ofour study
indicated that the proposed metrics have an high degree of validity and reliability. The
analysis provides a reliable measurement for setting up key constructs in the study of
knowledge sharing and customer relationship management.