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How Does Employee Infusion Use of CRM Systems Drive Customer Satisfaction? Mechanism Differences Between Face-to-Face and Virtual Channels.
Liwei Chen
J. J. Po-An Hsieh
Arun Rai
Sean Xin Xu
Published in:
MIS Q. (2021)
Keyphrases
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customer satisfaction
service quality
customer retention
statistically significant
website
database systems
expert systems
data warehouse
virtual environment
business processes
electronic commerce
user satisfaction
marketing strategies