Subscription-based crowdfunding (SBC) is an emerging platform for creators of digital experiential content (e.g., music, comics, stories, videos) to build their brand and garner support from fans. A unique feature that sets SBC apart from other crowdfunding models is the creator-centered...

To attain customer satisfaction, service firms invest significant resources to implement customer relationship management (CRM) systems to support internal customer service (CS) employees who provide service to external customers in both face-to-face and virtual channels. How CS employees apply...