Moving beyond the direct impact of using CRM systems on frontline employees' service performance: The mediating role of adaptive behaviour

Renee Rui Chen, Carol Xiaojuan Ou, Wei Wang, Zhuo Peng, Robert M. Davison
2019 Information Systems Journal  
Despite substantial investments in customer-relationshipmanagement (CRM) systems, companies continue to experience pain rather than profit. Meanwhile, the concept of "adaptive behaviour" of frontline employees has received little attention in the literature related to CRM
doi:10.1111/isj.12265 fatcat:7atpc2ie5jhzdifbjmtwb5uckm