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The mediating effects of first call resolution on call centers’ performance · Study

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ArticleThe mediating effects of first call resolution on call centers’ performance

Aliyu Olayemi Abdullateef2011

OA

Articlebronze2011

The mediating effects of first call resolution on call centers’ performance

Aliyu Olayemi Abdullateef · Sany Sanuri Mohd Mokhtar · Rushami Zien Yusoff

21 citations·0/0 files stored·Journal of Database Marketing & Customer Strategy Management

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Customer Service Quality and Loyalty Customer churn and segmentation Corporate Governance and Management

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 2000Structural equation modeling with AMOS: basic concepts, applications, and programming 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings 2013Structural Equation Modeling With AMOS 1995Relationship Marketing of Services--Growing Interest, Emerging Perspectives 2005CRM: conceptualization and scale development 1984Research Design Effects on the Reliability of Rating Scales: A Meta-Analysis 2004Return on relationships (ROR): the value of relationship marketing and CRM in business‐to‐business contexts

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Details

Year2011

Typearticle

Published2011-03-01

VenueJournal of Database Marketing & Customer Strategy Management

ISSN-L1741-2439

Languageen

Citations21

Files0 public / 0

ShelfCustomer Service Quality and Loyalty

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doi10.1057/dbm.2011.4

openalex_workW1966609261

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