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Effects of customer relationship management strategy on call centre's employee intention to quit: Evidence from Malaysia call centers


Abdullateef, Aliyu Olayemi and Mohd Mokhtar, Sany Sanuri and Yusoff, Rushami Zien and Ahmad, Intan Shafinaz (2014) Effects of customer relationship management strategy on call centre's employee intention to quit: Evidence from Malaysia call centers. Procedia - Social and Behavioral Sciences, 130. pp. 305-315. ISSN 18770428

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Abstract

The main purpose of this paper is to develop a conceptual framework that explicitly explains the effects of implementation of CRM on the employee job satisfaction, qualitative overstretch and intention to quit in call centers in Malaysia. Evidence from the literature revealed that, for the issue of employee turnover to be resolved and for efficiency to be attained in the call centers, there must be a proper integration of CRM dimensions. It is in the light of this that this paper has developed a conceptual framework that would ensure that the dimensions of CRM are properly utilized thereby bringing about desired result in the industry.

Item Type: Article
Additional Information: 4th International Conference on Marketing and Retailing 2013, INCOMaR 2013 Edited by Carol Teo Boon Chui and Wan Edura Wan Rashid
Uncontrolled Keywords: Customer Relationship Management (CRM); call centers; employee job satisfaction; qualitative overstretch; intention to quit
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: School of Business Management
Depositing User: Dr. Aliyu Olayemi Abdullateef
Date Deposited: 17 May 2015 04:40
Last Modified: 12 Apr 2016 06:59
URI: http://repo.uum.edu.my/id/eprint/14136

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