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The customer relationship management (CRM) system has been touted as a primary tool for supporting frontline employees' personalized services tasks.
The results of this study will highlight the importance of adaptive capability in mediating the relationship between CRM systems and adaptive performance.
This study focuses on the ITdriven adaptive performance of frontline employees in service context and presents a nuanced understanding of the impacts of two ...
Aug 13, 2015 · In order to fill this research gap, this study focuses on the IT-driven adaptive performance of frontline employees in service context. Based on ...
Frontline Employees' Adaptive Performance in Service Encounters: The Driving Force of CRM Systems. / CHEN, R; DAVISON, Robert M. 2015. Paper presented at 21st ...
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How does employee infusion use of CRM systems drive customer satisfaction?
Which type of CRM is known as front office CRM and involves the areas where direct customer contact occurs?
Sep 3, 2019 · We develop a CRM system-driven adaptive behaviour model that explains how CRM systems facilitate individual employees' service performance by enabling adaptive ...
Moving beyond the Direct Impact of Using CRM Systems on Frontline Employees' Service Performance: The Mediating Role of Adaptive Behaviour. RR Chen, CXOWWZPRM ...
Moving beyond the Direct Impact of Using CRM Systems on Frontline Employees' Service Performance: The Mediating Role of Adaptive Behaviour. RR Chen, CXOWWZPRM ...
TL;DR: This study focuses on the ITdriven adaptive performance of frontline employees in service context and presents a nuanced understanding of the impacts of ...
Moving beyond the direct impact of using CRM systems on frontline employees' service performance: The mediating role of adaptive behaviour · Business, Psychology.