Letaifa, Soumaya Ben; Perrien, Jean - In: International Journal of E-Business Research (IJEBR) 3 (2007) 2, pp. 13-23
This article examines how electronic customer relationship management (e-CRM) has affected both organizational and individual behavior in a leading Canadian bank. The innovative and customer-driven culture of this bank pushed it toward early adoption of e-CRM technology. The findings emphasize...