The Impact of CRM (Customer Orientation and Technology Based CRM) Implementations on Call Center Employee's Job Performance: Evidence from Malaysia Call Centers
Customer Relationship Management (CRM) is a strategy used to learn more about customers' needs and behaviors in order to develop stronger relationships with them. Good customer relationships are at the heart of business success (Thomas Wailgum 2007). Nowadays, the importance of service industri...
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| Format: | Thesis |
| Language: | eng eng |
| Published: |
2012
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| Subjects: | |
| Online Access: | https://etd.uum.edu.my/3187/1/AHMAD_IBRAHIM_AL_JUMAH.pdf https://etd.uum.edu.my/3187/4/AHMAD_IBRAHIM_AL_JUMAH.pdf |
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