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 |
Issue Date: | Dec-2012 | Source: | MIS quarterly, Dec. 2012, v. 36, no. 4, p. 1065-1080.a3 | Keywords: | Customer relationship management systems Embodied service knowledge Employee service quality Job dedication Mandatory use Task performance User satisfaction |
Publisher: | MIS Research Center | Journal: | MIS quarterly | ISSN: | 0276-7783 | EISSN: | 2162-9730 | Rights: | Copyright © 2012 by the Management Information Systems Research Center (MISRC) of the University of Minnesota. Permission to make digital or hard copies of part or all of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and full citation on the first page. Copyright for components of this work owned by others than the MISRC must be honored. Abstracting with credit is permitted. To copy otherwise, to post on servers, or to redistribute to lists requires prior specific permission and possibly a fee. Request permission to publish from: MIS Quarterly; Carlson School of Management; University of Minnesota; 321 19th Ave. So.; Minneapolis, MN 55455. ISSN: 0276-7783. The following publication Hsieh, J. J. P. -., Rai, A., Petter, S., & Zhang, T. (2012). Impact of user satisfaction with mandated CRM use on employee service quality. MIS Quarterly: Management Information Systems, 36(4), 1065-1080. A3 is available at https://misq.org/impact-of-user-satisfaction-with-mandated-crm-use-on-employee-service-quality.html?SID=jgn061pse7lctcml0g8j3g6eo6 |
| Appears in Collections: | Journal/Magazine Article |
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|---|---|---|---|---|
| Hsieh_et_al_(MISQ)_2012_CRM_Impact_in_Mandatory_Contexts.pdf | 364.99 kB | Adobe PDF | View/Open |
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