Does customer relationship management influence call centre quality performance? An empirical industry analysis

This study is designed to evaluate the role of customer relationship management (CRM) applications in perceived service quality (PSQ) within the contact centre industry. To examine the influence of CRM on call centre quality performance, 400 questionnaires were distributed to contact-centre managers...

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Veröffentlicht in:	Total quality management & business excellence 2013-10, Vol.24 (9-10), p.1035-1045
Hauptverfasser:	Abdullateef, Aliyu Olayemi, Salleh, Salniza Md
Format:	Artikel
Sprache:	eng
Schlagworte:	Call centers call centre customer orientation Customer relationship management customer relationship management (CRM) Knowledge management perceived service quality Quality of service Studies technology-based CRM
Online-Zugang:	Volltext
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