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The impact of CRM components system on customer retention in the telecom industry : a case of Y-Telecom in Yemen

Alhakimi, Wail; Ghaleb, Abdulsalam - In: Middle East journal of management : MEJM 6 (2019) 4, pp. 378-409

Persistent link: https://www.econbiz.de/10012111773

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

Abdullateef, Aliyu Olayemi; Salniza Md. Salleh - In: Total quality management & business excellence : an … 24 (2013) 9, pp. 1035-1045

Persistent link: https://www.econbiz.de/10009793761

The importance of organisational justice on schedule satisfaction : a study of Latin American call centre employees

Sims, Randi L.; Yurova, Yuliya; Zeidler, Peter - In: International journal of human resources development … 21 (2021) 1, pp. 54-74

Persistent link: https://www.econbiz.de/10012514338

Enabling customer satisfaction in call center teams : the role of transformational leadership in the service-profit chain

Cavazotte, Flavia; Moreno, Valter; Lasmar, Luis Cesar Chehab - In: The service industries journal 40 (2020) 5/6, pp. 380-393

Persistent link: https://www.econbiz.de/10012208562

What determines satisfaction with call centers? : the case of UK Telecom

Ribeiro, Hugo; Rodrigues, Ricardo Gouveia - In: Services marketing quarterly 43 (2022) 4, pp. 404-424

Persistent link: https://www.econbiz.de/10013416988

The impact of integrated multi-unit service touchpoints on word-of-mouth recommendations, product satisfaction, and repurchase intentions

Boisvert, Jean; Khan, M. Sajid - In: Journal of strategic marketing 31 (2023) 1, pp. 37-57

Persistent link: https://www.econbiz.de/10014302707

Paying lip service? : the effects of vocal determinants on perceived service quality

David, Yigal; Harison, Elad - In: International journal of enterprise information systems … 18 (2022) 1, pp. 1-20

Literature has mainly analyzed the technical attributes of voice for enterprise technical applications, such as voice signature and speech recognition. This paper aims at identifying voice and speech attributes that reflect sentiment and affect (positively or negatively) customer satisfaction...

Persistent link: https://www.econbiz.de/10014307053