An Integrative Implementation Framework for Electronic Customer Relationship Management: Revisiting the General Principles of Usability and Resistance.

Jerry Fjermestad Nicholas C. Romano Jr. An Integrative Implementation Framework for Electronic Customer Relationship Management: Revisiting the General Principles of Usability and Resistance. 183 2003 HICSS http://computer.org/proceedings/hicss/1874/track7/187470183aabs.htm db/conf/hicss/hicss2003-7.html#FjermestadR03