Management Information Systems Commons^™

Impact Of User Satisfaction With Mandated Rm Use On Employee Service Quality, J.J. Po-An Hsieh, Arun Rai, Stacie Petter, Ting Zhang

Computer Information Systems Faculty Publications

An increasing number of organizations are now implementing customer relationship management (CRM) systems to support front-line employees’ service tasks. With the belief that CRM can enhance employees’ service quality, management often mandates employees to use the implemented CRM. However, challenges emerge if/when employees are dissatisfied with using the system. To understand the role of front-line employee users’ satisfaction with their mandated use of CRM in determining their service quality, we conducted a field study in one of the largest telecommunications service organizations in China and gathered time-lagged data from self-reported employee surveys, as well as from the firm’s archival data …