Extant research is equivocal about the organizational performance effects of CRM technology use, with some studies reporting positive effects and other studies reporting no effects at all. The present research effort posits that these mixed findings may potentially be explained by two factors:...

Service firms dependent on high technological infrastructure operate within a different service context from typical professional service firms. As a result, there is a tendency for such service firms to deviate from the existing (customer-centric) schools of service quality definition and...