Electronic health record (EHR) system holds great promise in transforming healthcare. Existing empirical literature typically focused on its adoption, and found mixed evidence on whether EHR improves care. The federal initiative for meaningful use (MU) of EHR aims to maximize the potential of...

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,...