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The consequences of qualitative overstretch on employee intention to quit in Malaysia call center industry: An implication of customer relationship management


Kareem, Olanrewaju and Aabdullateef, Aliyu Olayemi and Mukhtar, Sani Sanuri (2013) The consequences of qualitative overstretch on employee intention to quit in Malaysia call center industry: An implication of customer relationship management. In: Conference on Business Management Research 2013, December 11, 2013, EDC, Universiti Utara Malaysia, Sintok.

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Abstract

The purpose of this study is to determine the consequences of customer relationship management (CRM) application on qualitative overstretch and intention to quit in Malaysia call center industry.A conceptual model was developed to explain the hypothesis direction and the evidence from ample of literatures suggested that comprehensive applications of CRM strategy should be adopted and integrated into organizations’ operations in order to achieve organizational performance and resolve the issue of employee turnover.More so, appropriate training program that can reduce qualitative overstretch and eradicate stress should be provided for the employees of call centers.

Item Type: Conference or Workshop Item (Paper)
Additional Information: Organized by: School of Business Management, College of Business, Universiti Utara Malaysia.
Uncontrolled Keywords: Customer relationship management (CRM), Qualitative overstretch, Call centers, 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: 10 Dec 2015 02:38
Last Modified: 18 Apr 2016 05:50
URI: http://repo.uum.edu.my/id/eprint/16308

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