Customer relationship management (CRM) is one of the most popular strategies for an organization to satisfy its customers and obtain growth profits. Much attention of the research to date, however, has been paid to strategy, implementation, and organization performance, with the people dimension...

Technological advancement has brought dramatic changes to most industries. As a result, the pressure to compete has intensified tremendously. This is especially evident in the information service (IS) industry where the need of companies to expand their employees' competence set (CS) becomes...