IS

Zhang, Ting

Research Interests (5)

List of Topics (5)

Topic Weight Topic Terms
0.264 job employees satisfaction work role turnover employee organizations organizational information ambiguity characteristics personnel stress professionals
0.220 effect impact affect results positive effects direct findings influence important positively model data suggest test
0.110 customer customers crm relationship study loyalty marketing management profitability service offer retention it-enabled web-based interactions
0.103 satisfaction information systems study characteristics data results using user related field survey empirical quality hypotheses
0.101 service services delivery quality providers technology information customer business provider asp e-service role variability science

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List of Coauthors (3)

Hsieh, J. J. Po-An 1 Petter, Stacie 1 Rai, Arun 1

Article Keywords (6)

customer relationship management systems 1 embodied service knowledge 1 employee service quality 1 job dedication 1
mandatory use 1 User satisfaction 1

Articles (1)

IMPACT OF USER SATISFACTION WITH MANDATED CRM USE ON EMPLOYEE SERVICE QUALITY. (MIS Quarterly, 2012)
Authors: Abstract:
    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 sources. Our results suggest that employees' overall user satisfaction (UserSat) with their mandated use of CRM has a positive impact on employee service quality (ESQ) above and beyond the expected positive impacts that job dedication (JD) and embodied service knowledge (ESK) have on ESQ. Interestingly, the positive effect of UserSat on ESQ is comparable to the positive effects of JD and ESK, respectively, on ESQ. Importantly, UserSat and ESK have a substitutive effect on ESQ, suggesting that the impact of UserSat on ESQ is stronger/weaker for employees with lower/higher levels of ESK. Finally, ESQ predicts customer satisfaction with customer service employees (CSWCSE); ESQ also fully mediates the impacts of UserSat and ESK, and partially mediates the impact of JD, on CSWCSE. The results of this study emphasize the importance of user satisfaction in determining employees' task outcomes when use of an information system is mandated.