{"id":"https://openalex.org/W3176317259","doi":"https://doi.org/10.25300/misq/2021/13265","title":"How Does Employee Infusion Use of CRM Systems Drive Customer Satisfaction? Mechanism Differences Between Face-to-Face and Virtual Channels","display_name":"How Does Employee Infusion Use of CRM Systems Drive Customer Satisfaction? Mechanism Differences Between Face-to-Face and Virtual Channels","publication_year":2021,"publication_date":"2021-06-01","ids":{"openalex":"https://openalex.org/W3176317259","doi":"https://doi.org/10.25300/misq/2021/13265","mag":"3176317259"},"language":"en","primary_location":{"id":"doi:10.25300/misq/2021/13265","is_oa":false,"landing_page_url":"https://doi.org/10.25300/misq/2021/13265","pdf_url":null,"source":{"id":"https://openalex.org/S57293258","display_name":"MIS Quarterly","issn_l":"0276-7783","issn":["0276-7783","2162-9730"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4327875293","host_organization_name":"MIS Quarterly","host_organization_lineage":["https://openalex.org/P4327875293"],"host_organization_lineage_names":["MIS Quarterly"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"MIS Quarterly","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5100625784","display_name":"Liwei Chen","orcid":"https://orcid.org/0000-0002-9858-0765"},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Liwei Chen","raw_affiliation_strings":["Department of Operations, Business Analytics, and Information Systems, Lindner College of Business, University of Cincinnati, Cincinnati, OH, U.S.A"],"affiliations":[{"raw_affiliation_string":"Department of Operations, Business Analytics, and Information Systems, Lindner College of Business, University of Cincinnati, Cincinnati, OH, U.S.A","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5015372644","display_name":"J. J. Po-An Hsieh","orcid":"https://orcid.org/0000-0002-1259-4446"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"J. J. Po-An Hsieh","raw_affiliation_strings":["Center for Digital Innovation and Department of Computer Information Systems, Robinson College of Business, Georgia State University, Atlanta, GA, U.S.A"],"affiliations":[{"raw_affiliation_string":"Center for Digital Innovation and Department of Computer Information Systems, Robinson College of Business, Georgia State University, Atlanta, GA, U.S.A","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5008530453","display_name":"Arun Rai","orcid":"https://orcid.org/0000-0002-3655-7543"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Arun Rai","raw_affiliation_strings":["Center for Digital Innovation and Department of Computer Information Systems, Robinson College of Business, Georgia State University, Atlanta, GA, U.S.A"],"affiliations":[{"raw_affiliation_string":"Center for Digital Innovation and Department of Computer Information Systems, Robinson College of Business, Georgia State University, Atlanta, GA, U.S.A","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5035476877","display_name":"Sean Xin Xu","orcid":"https://orcid.org/0000-0002-9453-8404"},"institutions":[{"id":"https://openalex.org/I99065089","display_name":"Tsinghua University","ror":"https://ror.org/03cve4549","country_code":"CN","type":"education","lineage":["https://openalex.org/I99065089"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Sean Xin Xu","raw_affiliation_strings":["School of Economics and Management, Tsinghua University, Beijing, China"],"affiliations":[{"raw_affiliation_string":"School of Economics and Management, Tsinghua University, Beijing, China","institution_ids":["https://openalex.org/I99065089"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5100625784"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":4.942,"has_fulltext":false,"cited_by_count":35,"citation_normalized_percentile":{"value":0.95228429,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":97,"max":99},"biblio":{"volume":"45","issue":"2","first_page":"719","last_page":"754"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9932000041007996,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10609","display_name":"Digital Marketing and Social Media","score":0.9889000058174133,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.7044199109077454},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.641814649105072},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.5737831592559814},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.5137389898300171},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5099684000015259},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"Customer relationship management","score":0.48213669657707214},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.4368395209312439},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.41449862718582153},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.4134688377380371},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.3791217803955078},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.2620772123336792}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7044199109077454},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.641814649105072},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.5737831592559814},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5137389898300171},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5099684000015259},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.48213669657707214},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4368395209312439},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.41449862718582153},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.4134688377380371},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3791217803955078},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.2620772123336792},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.25300/misq/2021/13265","is_oa":false,"landing_page_url":"https://doi.org/10.25300/misq/2021/13265","pdf_url":null,"source":{"id":"https://openalex.org/S57293258","display_name":"MIS Quarterly","issn_l":"0276-7783","issn":["0276-7783","2162-9730"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4327875293","host_organization_name":"MIS Quarterly","host_organization_lineage":["https://openalex.org/P4327875293"],"host_organization_lineage_names":["MIS Quarterly"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"MIS Quarterly","raw_type":"journal-article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":136,"referenced_works":["https://openalex.org/W23109810","https://openalex.org/W103428947","https://openalex.org/W149611411","https://openalex.org/W172791073","https://openalex.org/W1482987988","https://openalex.org/W1509531582","https://openalex.org/W1536583674","https://openalex.org/W1559269151","https://openalex.org/W1567377583","https://openalex.org/W1574235309","https://openalex.org/W1617239302","https://openalex.org/W1678916964","https://openalex.org/W1689771227","https://openalex.org/W1721421031","https://openalex.org/W1733635077","https://openalex.org/W1739733609","https://openalex.org/W1758167268","https://openalex.org/W1966609261","https://openalex.org/W1969930070","https://openalex.org/W1971711030","https://openalex.org/W1972414376","https://openalex.org/W1974108202","https://openalex.org/W1976876708","https://openalex.org/W1976893898","https://openalex.org/W1978888737","https://openalex.org/W1982679730","https://openalex.org/W1983364918","https://openalex.org/W1984131812","https://openalex.org/W1985079360","https://openalex.org/W1987258130","https://openalex.org/W1987376215","https://openalex.org/W1988289230","https://openalex.org/W1995561053","https://openalex.org/W2001407885","https://openalex.org/W2004437529","https://openalex.org/W2007263771","https://openalex.org/W2016630987","https://openalex.org/W2017053988","https://openalex.org/W2019486555","https://openalex.org/W2019713891","https://openalex.org/W2019714102","https://openalex.org/W2021557505","https://openalex.org/W2034359980","https://openalex.org/W2034618188","https://openalex.org/W2036063909","https://openalex.org/W2037683264","https://openalex.org/W2038702827","https://openalex.org/W2042113379","https://openalex.org/W2050075077","https://openalex.org/W2050308596","https://openalex.org/W2056564500","https://openalex.org/W2059549509","https://openalex.org/W2059816130","https://openalex.org/W2059955887","https://openalex.org/W2062158071","https://openalex.org/W2062673559","https://openalex.org/W2067933440","https://openalex.org/W2068719957","https://openalex.org/W2069636784","https://openalex.org/W2074932610","https://openalex.org/W2076748247","https://openalex.org/W2081774187","https://openalex.org/W2083495577","https://openalex.org/W2087142893","https://openalex.org/W2089871805","https://openalex.org/W2092251720","https://openalex.org/W2093500124","https://openalex.org/W2097895111","https://openalex.org/W2097978649","https://openalex.org/W2098418305","https://openalex.org/W2099669185","https://openalex.org/W2104961542","https://openalex.org/W2106096361","https://openalex.org/W2107913771","https://openalex.org/W2108750986","https://openalex.org/W2108752510","https://openalex.org/W2110506823","https://openalex.org/W2110799735","https://openalex.org/W2110996350","https://openalex.org/W2112665591","https://openalex.org/W2113531783","https://openalex.org/W2114283218","https://openalex.org/W2114772011","https://openalex.org/W2119378414","https://openalex.org/W2123438112","https://openalex.org/W2125468234","https://openalex.org/W2127977749","https://openalex.org/W2128089656","https://openalex.org/W2139122730","https://openalex.org/W2143852449","https://openalex.org/W2150419495","https://openalex.org/W2152293554","https://openalex.org/W2154729886","https://openalex.org/W2155791402","https://openalex.org/W2157575844","https://openalex.org/W2158402168","https://openalex.org/W2159836669","https://openalex.org/W2170510658","https://openalex.org/W2178010228","https://openalex.org/W2282394911","https://openalex.org/W2300377498","https://openalex.org/W2335391067","https://openalex.org/W2478837940","https://openalex.org/W2484213255","https://openalex.org/W2518510721","https://openalex.org/W2565743042","https://openalex.org/W2607808856","https://openalex.org/W3123461939","https://openalex.org/W3125647305","https://openalex.org/W3144052228","https://openalex.org/W3150118085","https://openalex.org/W4231536446","https://openalex.org/W4233624736","https://openalex.org/W4235459023","https://openalex.org/W4235678817","https://openalex.org/W4238483310","https://openalex.org/W4238576754","https://openalex.org/W4239663878","https://openalex.org/W4240882833","https://openalex.org/W4241862464","https://openalex.org/W4249442374","https://openalex.org/W4250312925","https://openalex.org/W4251859756","https://openalex.org/W6604795454","https://openalex.org/W6606393534","https://openalex.org/W6607055116","https://openalex.org/W6633721234","https://openalex.org/W6634140337","https://openalex.org/W6635885885","https://openalex.org/W6637282373","https://openalex.org/W6637438699","https://openalex.org/W6641918633","https://openalex.org/W6654862465","https://openalex.org/W6686556173","https://openalex.org/W6722675621","https://openalex.org/W6771495440"],"related_works":["https://openalex.org/W3091493342","https://openalex.org/W3029938882","https://openalex.org/W3015810715","https://openalex.org/W3128086543","https://openalex.org/W2357931527","https://openalex.org/W2152253706","https://openalex.org/W72876739","https://openalex.org/W4378716112","https://openalex.org/W2370799454","https://openalex.org/W2595990749"],"abstract_inverted_index":{"To":[0],"attain":[1],"customer":[2,11,19,56,210],"satisfaction,":[3],"service":[4,20,25,60,104,196,266,272],"firms":[5],"invest":[6],"significant":[7],"resources":[8],"to":[9,16,26,42,85,92,96,140,162,209],"implement":[10],"relationship":[12],"management":[13],"(CRM)":[14],"systems":[15,41,138],"support":[17,98],"internal":[18],"(CS)":[21],"employees":[22,37],"who":[23],"provide":[24],"external":[27],"customers":[28,45],"in":[29,101,145,171,237,248],"both":[30],"face-to-face":[31,172,239,269],"and":[32,46,62,113,127,159,173,188,213,227,270],"virtual":[33,174,250,271],"channels.":[34,175,273],"How":[35],"CS":[36,79,132,185,202,218],"apply":[38],"sophisticated":[39],"CRM":[40,53,90,137],"interact":[43],"with":[44,221],"how":[47],"the":[48,72,83,102,109,125,154,178,222,229,238,242,249,257],"mechanisms":[49,129,167],"through":[50,130,217,259],"which":[51,86,131,144,260],"their":[52,99],"usage":[54],"affects":[55,147],"satisfaction":[57,220],"vary":[58],"across":[59,268],"channels":[61],"bear":[63],"important":[64,247],"implications.":[65],"We":[66,150,176,198],"approach":[67],"these":[68,165],"issues":[69],"by":[70,180],"investigating":[71],"concept":[73],"of":[74,82,136,156,191,256],"infusion":[75,134,204,262],"use,":[76],"defined":[77],"as":[78],"employees\u2019":[80,133,219,261],"assessment":[81],"extent":[84],"they":[87],"use":[88,135,205,263],"a":[89,120,192,233],"system":[91,223],"its":[93],"fullest":[94],"potential":[95],"best":[97],"work":[100],"CRM-enabled":[103,265],"interaction":[105],"context.":[106],"Drawing":[107],"on":[108,153],"IS":[110],"success":[111,267],"framework":[112],"expectation":[114,142,211],"confirmation":[115,212],"theory,":[116],"we":[117],"first":[118],"formulate":[119],"baseline":[121],"model":[122],"that":[123,200],"explains":[124],"direct":[126,230],"indirect":[128,243],"leads":[139],"customers\u2019":[141,148],"confirmation,":[143],"turn":[146],"satisfaction.":[149],"then":[151],"draw":[152],"lenses":[155],"media":[157],"richness":[158],"communication":[160],"adaptation":[161],"theorize":[163],"why":[164],"two":[166],"exert":[168],"differential":[169],"influence":[170],"test":[177],"hypotheses":[179],"collecting":[181],"multiwave":[182],"data":[183],"from":[184],"employees,":[186],"customers,":[187],"firm":[189],"archives":[190],"Fortune":[193],"500":[194],"telecom":[195],"firm.":[197],"find":[199],"(1)":[201],"employee":[203],"can":[206],"directly":[207],"contribute":[208],"indirectly":[214],"do":[215],"so":[216],"(i.e.,":[224],"user":[225],"satisfaction),":[226],"(2)":[228],"mechanism":[231,244],"plays":[232],"more":[234,246],"critical":[235],"role":[236],"channel,":[240],"whereas":[241],"is":[245],"channel.":[251],"Our":[252],"findings":[253],"inform":[254],"managers":[255],"avenues":[258],"promotes":[264]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":9},{"year":2024,"cited_by_count":10},{"year":2023,"cited_by_count":9},{"year":2022,"cited_by_count":5}],"updated_date":"2026-03-12T08:34:05.389933","created_date":"2025-10-10T00:00:00"}