Electronic customer relationship management: Revisiting the general principles of usability and resistance – an integrative implementation framework

Business Process Management Journal

Volumn 9, Issue 5, 2003, Pages 572-591

  Fjermestad, Jerry ^a   Romano, Nicholas C ^b  

^a NEW JERSEY INSTITUTE OF TECHNOLOGY   (United States)

^b OKLAHOMA STATE UNIVERSITY   (United States)

Author keywords

Customer relations; Customer service management

Indexed keywords

EID: 84986014439     PISSN: 14637154     EISSN: None     Source Type: Journal    
DOI: 10.1108/14637150310496695     Document Type: Article

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