To attain customer satisfaction, service firms invest significant resources to implement customer relationship management (CRM) systems to support internal customer service (CS) employees who provide service to external customers in both face-to-face and virtual channels. How CS employees apply...

An increasing number of organizations are now implementing customer relationship management (CRM) systems to support frontline employees’ service tasks. With the belief that CRM can enhance employees’ service quality, management often mandates employees to use the implemented CRM. However,...