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The mediating effects of first call resolution on call centers’ performance
16 references·2 citing·45 second hop
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References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 2000Structural equation modeling with AMOS: basic concepts, applications, and programming17,968 cited
  • 1996The American Customer Satisfaction Index: Nature, Purpose, and Findings4,733 cited
  • 2013Structural Equation Modeling With AMOS3,959 cited
  • 1995Relationship Marketing of Services--Growing Interest, Emerging Perspectives3,167 cited
  • 2005CRM: conceptualization and scale development633 cited
  • 1984Research Design Effects on the Reliability of Rating Scales: A Meta-Analysis612 cited
  • 2004Return on relationships (ROR): the value of relationship marketing and CRM in business‐to‐business contexts356 cited
  • 2007Strategies for successful CRM implementation276 cited
  • 2001Role stress in call centers: Its effects on employee performance and satisfaction223 cited
  • 2000Operational determinants of caller satisfaction in the call center187 cited
  • 2007The Impact of the Customer Orientation of Call Center Employees on Customers' Affective Commitment and Loyalty174 cited
  • 2007An exploratory study of implementation of customer relationship management strategy165 cited
  • 2006Marketing research, market orientation and customer relationship management: a framework and implications for service providers

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161 cited
  • 2009A multi-layered approach to CRM implementation: An integration perspective142 cited
  • 2000The past, present and future of customer access centers141 cited
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    • 2013Does customer relationship management influence call centre quality performance? An empirical industry analysis19 cited
    • 2022A process-centric performance management in a call center13 cited