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The impact of CRM Dimensions on Call Center Performance

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References

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2006What factors influence customer‐oriented prosocial behavior of customer‐contact employees?210 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 strategy

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165 cited

2006Marketing research, market orientation and customer relationship management: a framework and implications for service providers161 cited

Cited by

2013Assessing the influence of customer relationship management (CRM) dimensions on organization performance72 cited
2020Innovative CRM and Performance of SMEs: The Moderating Role of Relational Capital56 cited
2020CRM dimensions and performance of SMEs in Yemen:the moderating role of human capital55 cited
2017Customer relationship management and hotel performance: the mediating influence of marketing capabilities—evidence from the Malaysian hotel industry41 cited
2014Effects of Customer Relationship Management Strategy on Call Centre's Employee Intention to Quit: Evidence from Malaysia Call Centers32 cited
2017Customer Relationship Management Implementation and its Implication to Customer Loyalty in Hospitality Industry31 cited
2019Relationship marketing and customer satisfaction in the Ghanaian hospitality industry29 cited
2013Customer Relationship Management and Customer Retention: Empirical Assessment from Nigeria’s Insurance Industry23 cited
2021RFID: A Fuzzy Linguistic Model to Manage Customers from the Perspective of Their Interactions with the Contact Center21 cited