Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/30779
Title: Impact of user satisfaction with mandated CRM use on employee service quality
Authors: Hsieh, JJPA
Rai, A
Petter, S
Zhang, T
Keywords: Customer relationship management systems
Embodied service knowledge
Employee service quality
Job dedication
Mandatory use
Task performance
User satisfaction
Issue Date: 2012
Publisher: MIS Research Center
Source: MIS quarterly, 2012, v. 36, no. 4, p. 1065-1080.a3 How to cite?
Journal: MIS quarterly 
URI: http://hdl.handle.net/10397/30779
ISSN: 0276-7783
EISSN: 2162-9730
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