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: Dec-2012
Publisher: MIS Research Center
Source: MIS quarterly, Dec. 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
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
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