Frontline Employees' Adaptive Performance in Service Encounters: The Driving Force of CRM Systems.

Renee Rui Chen Robert M. Davison

Published in: AMCIS (2015)

Keyphrases

driving force
management system
information technology
distributed systems
building blocks
computing systems
adaptive systems
information systems
service providers
artificial intelligence
control system
intelligent systems
learning systems
enterprise systems
network services
value added services