Does customer relationship management influence call centre quality performance? : an empirical industry analysis
Aliyu Olayemi Abdullateef and Salniza Md. Salleh
| Year of publication: |
2013
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|---|---|
| Authors: | Abdullateef, Aliyu Olayemi ; Salniza Md. Salleh |
| Published in: |
Total quality management & business excellence : an official journal of the European Society for Organisational Excellence. - Abingdon, Oxfordshire : Routledge, ISSN 1478-3363, ZDB-ID 2101779-7. - Vol. 24.2013, 9, p. 1035-1045
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| Subject: | customer relationship management (CRM) | customer orientation | knowledge management | technology-based CRM | perceived service quality | call centre | Beziehungsmarketing | Relationship marketing | Callcenter | Call centre | Dienstleistungsqualität | Service quality | Wissensmanagement | Knowledge management | Qualitätsmanagement | Quality management |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10009793761