On tailoring and hand‐me‐downs

Abstract

In Schneider et al,1 the authors would like to correct the last two paragraphs on page 428 as: In the second article, Chen, Ou, Wang, Peng, and Davison (2020) explore why, despite substantial investments in Customer Relationship Management (CRM) systems, companies continue to experience pain (such as low utilization and no integration with business processes) rather than profit. The authors examine frontline employees’ interaction with CRM systems by investigating their adaptive behavior. Based on coping theory, the authors develop a CRM system-driven adaptive behavior model that explains how CRM systems facilitate individual employees’ service performance by enabling adaptive behavior during their service encounters. Multisourced data from a financial company in China largely support the research model, showing that employees’ post-adoption of CRM systems (routinization and infusion of use) enables interpersonal and offering adaptive behaviors, which in turn enhance service performance. In the third article, Chen, Zhang, Gong, Lee, and Wang (2020) note that problematic smartphone game use has become an increasing concern with the proliferation of personal smartphone usage. As problematic behaviors cause harmful consequences, a key issue that deserves research attention is how to motivate recovery behavior. However, the drivers that prompt players to attempt to decrease their problematic use are largely unreported. The authors propose a recovery strategy by suggesting how players can be motivated to decrease their usage of smartphone games. The authors develop and test a research model with a scenario-based survey method. They provide insights into how gaming habits can be decreased, thus contributing to the development of an effective recovery strategy. REFERENCE 1. Schneider, C., Hardin, A. and Davison, R.M. (2020), On tailoring and hand-me-downs. Info Systems J, 30:427-430. doi:10.1111/isj.12279