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Does customer relationship management influence call centre quality performance? An empirical industry analysis
16 references·0 citing·42 second hop
Does customer relationship management influence call centre quality performance? An empirical industry analysis (2013)Does customer relationship management inf…Principles and Practice of Structural Equation Modeling (2012)Principles and Practice of St…Strategies for successful CRM implementation (2007)Strategies for successful CRM…The resource‐based theory: dissemination and main trends (2006)The resource‐based theory: di…CRM: conceptualization and scale development (2005)CRM: conceptualization and sc…Customer Relationship Management: Its Dimensions and Effect on Customer Outcomes (2004)Customer Relationship Managem…Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Some New Thoughts on Conceptu…Structural equation modeling with AMOS: basic concepts, applications, and programming (2000)Structural equation modeling …Operational determinants of caller satisfaction in the call center (2000)Operational determinants of c…Principles and Practice of Structural Equation Modeling (1998)Principles and Practice of St…Relationship Marketing of Services--Growing Interest, Emerging Perspectives (1995)Relationship Marketing of Ser…SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality (1994)SERVPERF versus SERVQUAL: Rec…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …The Effect of a Market Orientation on Business Profitability (1990)The Effect of a Market Orient…The Effect of a Market Orientation on Business Profitability (1990)The Effect of a Market Orient…Market Orientation: The Construct, Research Propositions, and Managerial Implications (1990)Market Orientation: The Const…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…Organizational Strategy, Structure, and Process (1978)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Market Orientation: Antecedents and Consequences (1993)The Capabilities of Market-Driven Organizations (1994)Innovation, Market Orientation, and Organizational Learning: An Integration and Empirical Examination (1998)Upper Echelons: The Organization as a Reflection of Its Top Managers (1984)Dimensions of Consumer Expertise (1987)Organizational culture and leadership (1993)Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations (1996)The Field behind the Screen: Using Netnography for Marketing Research in Online Communities (2002)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Behavioral Consequences of Service Quality (1996)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)Relationship Quality in Services Selling: An Interpersonal Influence Perspective (1990)Zero defections: quality comes to services. (1990)The Commitment-Trust Theory of Relationship Marketing (1994)Relational Benefits in Services Industries: The Customer's Perspective (1998)Understanding Relationship Marketing Outcomes (2002)Do social media marketing activities enhance customer equity? An empirical study of luxury fashion brand (2011)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)E‐service quality: a model of virtual service quality dimensions (2003)The Customer Relationship Management Process: Its Measurement and Impact on Performance (2004)The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions (2012)Significance tests and goodness of fit in the analysis of covariance structures. (1980)On the Evaluation of Structural Equation Models (1988)When to use and how to report the results of PLS-SEM (2018)Multidimensional Assessment of Emotion Regulation and Dysregulation: Development, Factor Structure, and Initial Validation of the Difficulties in Emotion Regulation Scale (2003)Structural Equation Modelling: Guidelines for Determining Model Fit (2008)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Market Orientation: Antecedents and Consequences (1993)The Comparative Advantage Theory of Competition (1995)Intellectual capital: an exploratory study that develops measures and models (1998)In Search of Golden Rules: Comment on Hypothesis-Testing Approaches to Setting Cutoff Values for Fit Indexes and Dangers in Overgeneralizing Hu and Bentler's (1999) Findings (2004)Sensitivity of Goodness of Fit Indexes to Lack of Measurement Invariance (2007)Using PLS path modeling in new technology research: updated guidelines (2016)POSITIVE PSYCHOLOGICAL CAPITAL: MEASUREMENT AND RELATIONSHIP WITH PERFORMANCE AND SATISFACTION (2007)Measurement invariance conventions and reporting: The state of the art and future directions for psychological research (2016)Assessing measurement model quality in PLS-SEM using confirmatory composite analysis (2019)
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References

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  • 2012Principles and Practice of Structural Equation Modeling38,893 cited
  • 1998Principles and Practice of Structural Equation Modeling36,041 cited
  • 2000Structural equation modeling with AMOS: basic concepts, applications, and programming17,968 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
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  • 2006The resource‐based theory: dissemination and main trends648 cited
  • 2005CRM: conceptualization and scale development633 cited
  • 2007Strategies for successful CRM implementation276 cited
  • 2004

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Customer Relationship Management: Its Dimensions and Effect on Customer Outcomes
210 cited
  • 2000Operational determinants of caller satisfaction in the call center187 cited
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