... and application of m-CRM systems. Findings – The results indicate that some of the factors had no significant effect on employees’ personal performance through employee satisfaction and system use as mediators. Overall, however, the three types of quality had significant effects on employees’ personal...

...Rachel W.Y. Yee; Andy C.L. Yeung; T.C. Edwin Cheng; Peter K.C. Lee Purpose The purpose of this paper is to explore conceptually and examine empirically the impact of market competitiveness on employee satisfaction, service quality, and customer satisfaction in high‐contact service industries...