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Impact of user satisfaction with mandated CRM use on employee service quality

Hsieh, J. J. Po-An; Rai, Arun; Petter, Stacie; Zhang, Ting - In: Management information systems : mis quarterly 36 (2012) 4, pp. 1065-1080

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How does employee infusion use of CRM systems drive customer satisfaction? : mechanism differences between face-to-face and virtual channels

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Exploring the zone of tolerance for internal customers in IT-enabled call centers

Hsieh, J. J. Po-an; Sharma, Piyush; Rai, Arun; … - In: Journal of service research : JSR 16 (2013) 3, pp. 277-294

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Gaining customer loyalty with tracking information quality in B2B logistics

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Impact of User Satisfaction with Mandated Crm Use on Employee Service Quality

Hsieh, JJ Po-An; Rai, Arun; Petter, Stacie - 2021

An increasing number of organizations are now implementing customer relationship management (CRM) systems to support frontline employees’ service tasks. With the belief that CRM can enhance employees’ service quality, management often mandates employees to use the implemented CRM. However,...

Persistent link: https://www.econbiz.de/10014087052