A multi-level theory 1 CRM system implementation 1 CRM use 1 Citizens 1 Coping theory 1 DeLone and McLean 1 HR department effectiveness 1 IS infusion 1 IS infusion role identity 1 IT identity 1 Identity theory 1 Information quality 1 Information resources management 1 Information technology -- Management 1 Information transparency 1 Interpretive case study 1 Level of use 1 Leximancer 1 Organisational change 1 Partial least squares 1 Person identity 1 Post-adoptive adaptation 1 Power and influence of the HR department 1 Process approach 1 Project management 1 Qualitative data analysis 1 Qualitative interpretive case study 1 Satisfaction 1 Service quality 1 Situated action 1