Does customer relationship management influence call centre quality performance? : an empirical industry analysis
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 | Kundenzufriedenheit | Customer satisfaction |
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