Massive Online Open Courses (MOOCs) are a booming phenomenon in the digital era, having attracted millions of users around the world to date. At the same time, educational delivery via MOOCs comes with its own distinct difficulties for students and instructors, as the online nature of MOOCs...

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...