High Tech, High Touch: The Effect of Employee Skills and Customer Heterogeneity on Customer Satisfaction with Enterprise System Support Services

• Main Authors: RAMASUBBU, Narayan, Mithas, Sunil, Krishnan, M. S.
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2008
• Subjects: User service; Business process; Satisfaction; Clientele; Resource management; Behavioral analysis; Integrated management; Firm management; Business model; Heterogeneity; Employee; Computer Sciences; Management Information Systems
• Online Access: https://ink.library.smu.edu.sg/sis_research/1187; http://dx.doi.org/10.1016/j.dss.2007.06.005
• Institution: Singapore Management University

Athough firms have invested significant resources in implementing enterprise software systems (ESS) to modernize and integrate their business process infrastructure, customer satisfaction with ESS has remained an understudied phenomenon. In this exploratory research study, we investigate customer sa...