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

Research output: Conference Papers (RGC: 31A, 31B, 32, 33)32_Refereed conference paper (no ISBN/ISSN)Not applicablepeer-review

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Detail(s)

Original languageEnglish
Publication statusPublished - 13 Aug 2015

Conference

Title21st Americas Conference on Information Systems
PlaceUnited States
CityPuerto Rico
Period13 - 15 August 2015

Citation Format(s)

Frontline Employees’ Adaptive Performance in Service Encounters : The Driving Force of CRM Systems. / CHEN, R; DAVISON, Robert M.

2015. Paper presented at 21st Americas Conference on Information Systems, Puerto Rico, United States.

Research output: Conference Papers (RGC: 31A, 31B, 32, 33)32_Refereed conference paper (no ISBN/ISSN)Not applicablepeer-review