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Seven technologies were identified to be important (Knowledge Management, Real-time monitoring, Remote IT assist, Online testing, Online training, Workforce management, Agent performance management technologies). Different from general expectations, control-based technologies were found not to have positive effects, but support-based technologies to have positive effects to the performance. Smart work technologies in service business affect employees' job satisfaction, and further retention of remote agents. Careful planning of how to implement technologies for smart work is needed in service business in order to identify the best working environment design.<\/jats:p>","DOI":"10.4018\/jcit.2017040104","type":"journal-article","created":{"date-parts":[[2017,4,7]],"date-time":"2017-04-07T11:37:11Z","timestamp":1491565031000},"page":"44-54","source":"Crossref","is-referenced-by-count":1,"title":["Are Managers Making the Right Choice?"],"prefix":"10.4018","volume":"19","author":[{"given":"Hyojeong","family":"Kim","sequence":"first","affiliation":[{"name":"Department of Hospitality Management, Kyung Hee University, Seoul, South Korea"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Chang Juck","family":"Suh","sequence":"additional","affiliation":[{"name":"Department of Management, Sogang University, Seoul, South Korea"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"2432","reference":[{"key":"JCIT.2017040104-0","doi-asserted-by":"publisher","DOI":"10.1287\/serv.1.2.115"},{"key":"JCIT.2017040104-1","doi-asserted-by":"publisher","DOI":"10.1287\/isre.12.2.155.9695"},{"key":"JCIT.2017040104-2","doi-asserted-by":"publisher","DOI":"10.3386\/w18871"},{"key":"JCIT.2017040104-3","doi-asserted-by":"publisher","DOI":"10.1111\/ntwe.12063"},{"key":"JCIT.2017040104-4","doi-asserted-by":"publisher","DOI":"10.4018\/jcit.2006100106"},{"key":"JCIT.2017040104-5","doi-asserted-by":"publisher","DOI":"10.14257\/ijmue.2014.9.2.12"},{"key":"JCIT.2017040104-6","doi-asserted-by":"publisher","DOI":"10.2753\/MIS0742-1222280110"},{"key":"JCIT.2017040104-7","doi-asserted-by":"crossref","unstructured":"Dewar, J. 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