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,...

The "Networked Economy" describes alliances of firms that manage globally distributed supply networks. In the best of all worlds, this interactive flow of information among member firms will result in efficient and effective balance of supply and demand. Unfortunately, supply networks suffer...

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