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Information systems performance evaluation, introducing a two-level technique: Case study call centers
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Information systems performance evaluation, introducing a two-level technique: Case study call centers (2014)Information systems performance evaluatio…Most eGovernment-for-Development Projects Fail: How Can Risks be Reduced? (2020)Most eGovernment-for-Developm…Assessing call centers’ success: A validation of the DeLone and Mclean model for information system (2013)Assessing call centers’ succe…Explaining ERP failure in a developing country: a Jordanian case study (2010)Explaining ERP failure in a d…Customer satisfaction and service quality measurement in Indian call centres (2008)Customer satisfaction and ser…The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research (2007)The Modern Call Center: A Mul…Essentials of Business Process Outsourcing (2005)Essentials of Business Proces…The impact of retrials on call center performance (2004)The impact of retrials on cal…Measuring e-Commerce Success: Applying the DeLone & McLean Information Systems Success Model (2004)Measuring e-Commerce Success:…Information Systems Success: The Quest for the Dependent Variable (1992)Information Systems Success: …Information Rules: A Strategic Guide to the Network Economy (2000)The DeLone and McLean Model of Information Systems Success: A Ten-Year Update (2003)Trust and Electronic Government Success: An Empirical Study (2008)What Drives Social Commerce: The Role of Social Support and Relationship Quality (2011)Social media in marketing: A review and analysis of the existing literature (2017)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Behavioral Consequences of Service Quality (1996)Adoption of CRM technology in multichannel environment: a review (2006‐2010) (2012)Exploring the influence of the human factor on customer satisfaction in call centres (2018)Measuring service quality based on customer emotion: An explainable AI approach (2023)The measurement of experienced burnout (1981)Telephone Call Centers: Tutorial, Review, and Research Prospects (2003)Statistical Analysis of a Telephone Call Center (2005)Generating Sales While Providing Service: A Study of Customer Service Representatives' Ambidextrous Behavior (2011)Personnel scheduling: A literature review (2012)Forecasting: theory and practice (2022)Retrial Queues (1997)Designing a Call Center with Impatient Customers (2002)Service Engineering in Action: The Palm/Erlang-A Queue, with Applications to Call Centers (2006)Performance analysis of time-dependent queueing systems: Survey and classification (2015)Staffing and scheduling under nonstationary demand for service: A literature review (2015)Case Study Research: Design and Methods (1984)Case Study Research (2004)The iron cage revisited institutional isomorphism and collective rationality in organizational fields (2004)Identifying reasons for ERP system customization in SMEs: a multiple case study (2012)Do cultural dimensions differentiate ERP acceptance? A study in the context of Saudi Arabia (2015)Does Usability Matter? An Analysis of the Impact of Usability on Technology Acceptance in ERP Settings (2016)ORGANIZATIONAL CHANGE AND DEVELOPMENT (1999)The Satisficing Principle in Capability Learning (2000)Business Process Intelligence (2003)Organizing the Modern Firm in the Worldwide Market for Market Transactions (2011)Manufacturing Back-Reshoring as a Nonlinear Internationalization Process (2015)Towards right-shoring: a framework for off-and re-shoring decision making (2016)The job demands-resources model of work engagement in South African call centres (2013)A Customer Loyalty Model for E-Commerce Recommendation Systems (2019)Analisis Kesuksesan Aplikasi Jakarta Kini (JAKI) Menggunakan Model Delone and McLean (2021)Review : Knowledge Management and Knowledge Management Systems: Conceptual Foundations And Research Issues1,2 (2001)Design Science in Information Systems Research1 (2004)The Failure of E‐Government in Developing Countries: A Literature Review (2006)The imperative of influencing citizen attitude toward e-government adoption and use (2015)Future of e-Government: An integrated conceptual framework (2021)
this work references cited by second hop

References

  • 1992Information Systems Success: The Quest for the Dependent Variable10,674 cited
  • 2004Measuring e-Commerce Success: Applying the DeLone & McLean Information Systems Success Model1,401 cited
  • 2007The Modern Call Center: A Multi‐Disciplinary Perspective on Operations Management Research747 cited
  • 2020Most eGovernment-for-Development Projects Fail: How Can Risks be Reduced?716 cited
  • 2010Explaining ERP failure in a developing country: a Jordanian case study132 cited
  • 2004The impact of retrials on call center performance130 cited
  • 2008Customer satisfaction and service quality measurement in Indian call centres105 cited
  • 2005Essentials of Business Process Outsourcing83 cited
  • 2013Assessing call centers’ success: A validation of the DeLone and Mclean model for information system34 cited

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