# Moving beyond the direct impact of using CRM systems on frontline employees' service performance: The mediating role of adaptive behaviour

> Research article (Information Systems Journal, 2019) · cited 45× · AI/ML

**Wikidata**: [openalex:W837328413](https://www.wikidata.org/wiki/openalex:W837328413)  
**Source**: https://4ort.xyz/entity/moving-beyond-the-direct-impact-of-using-crm-systems-on-frontline-employees-service-performance-the-mediating-role-of-ad