How does employee infusion use of CRM systems drive customer satisfaction? : mechanism differences between face-to-face and virtual channels
Liwei Chen, J.J. Po-An Hsieh and Arun Rai, Sean Xin Xu
| Year of publication: |
2021
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|---|---|
| Authors: | Chen, Li-Wei ; Hsieh, J. J. Po-An ; Rai, Arun ; Xu, Sean Xin |
| Published in: |
MIS quarterly. - Minneapolis, Minn : MISRC, ISSN 2162-9730, ZDB-ID 2068190-2. - Vol. 45.2021, 2, p. 719-754
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| Subject: | Infusion use | post-adoptive use | CRM-enabled service success | multichannel | face-to-face channel | virtual channe | Beziehungsmarketing | Relationship marketing | Vertriebsweg | Distribution channel | Kundenzufriedenheit | Customer satisfaction | Virtuelle Realität | Virtual reality | Erfolgsfaktor | Success factor | Virtuelles Team | Virtual team | Virtuelle Organisation | Virtual organization | Lieferantenmanagement | Supplier relationship management | Dienstleistungsqualität | Service quality |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.25300/MISQ/2021/13265 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012631380