Impact of User Satisfaction with Mandated CRM Use on Employee Service Quality.
J. J. Po-An HsiehArun RaiStacie PetterTing ZhangPublished in: MIS Q. (2012)
Keyphrases
- user satisfaction
- service quality
- customer satisfaction
- information systems
- online shopping
- competitive environment
- customer relationship management
- competitive advantage
- information quality
- user perceptions
- kolmogorov smirnov
- incident management
- structural equation modeling
- call center
- service providers
- data mining
- perceived usefulness
- data mining applications
- objective measures
- learning experience
- database