Frontline employees' adaptive performance in service encounters : The driving force of CRM systems

Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45)32_Refereed conference paper (with ISBN/ISSN)Not applicablepeer-review

View graph of relations

Author(s)

Related Research Unit(s)

Detail(s)

Original languageEnglish
Title of host publication2015 Americas Conference on Information Systems, AMCIS 2015
PublisherAmericas Conference on Information Systems
ISBN (Print)9780996683104
StatePublished - 2015

Conference

Title21st Americas Conference on Information Systems, AMCIS 2015
PlacePuerto Rico
CityFajardo
Period13 - 15 August 2015

Abstract

The customer relationship management (CRM) system has been touted as a primary tool for supporting frontline employees' personalized services tasks. However, while a number of studies focus on the critical role of CRM systems in organizational performance, the link between CRM systems and individual performance is still under-investigation. In order to fill this research gap, this study focuses on the IT-driven adaptive performance of frontline employees in service context. Based on the coping theory, I will present a nuanced understanding of the impacts of two kinds of CRM systems (e.g., CRM systems to support interaction-related and prioritization-related tasks) on employees' adaptive capability, which in turn, enhances adaptive performance. In addition, the substitutive role of tasks-related embodied knowledge for CRM systems will be investigated. The results of this study will highlight the importance of adaptive capability in mediating the relationship between CRM systems and adaptive performance. I will conduct a field study in an education organization in China and gather multi-sourced data from both employees' self-reported as well as manager-reported surveys.

Research Area(s)

  • Adaptive capability, Adaptive performance, CRM systems, Tasks-specific embodied knowledge

Citation Format(s)

Frontline employees' adaptive performance in service encounters : The driving force of CRM systems. / Chen, Renee Rui; Davison, Robert M.

2015 Americas Conference on Information Systems, AMCIS 2015. Americas Conference on Information Systems, 2015.

Research output: Chapters, Conference Papers, Creative and Literary Works (RGC: 12, 32, 41, 45)32_Refereed conference paper (with ISBN/ISSN)Not applicablepeer-review