Purpose Contact centers (CCs) are one of the main touch points of customers in an
organization. They form one of the inputs to customer relationship management (CRM) to …

In an effort to improve the quality of higher education, it is necessary to find the main
predictors or determinants of the quality requested. One of the indicators is alumni …

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 …

The motivations for a company to adopt Knowledge Management (KM) and Customer
Relationship Management (CRM) systems can be very varied, which brings an additional …

Customer satisfaction is a challenging task in today's competitive world of e-businesses.
Among these e-businesses is banking sector business. These businesses are tremendously …

This study intends to explore the impact of an industry-specific dimension of service quality
in automotive after-sales service and how it influences the level of customer loyalty towards …

Satisfied customers are worthy assets for any organization. This study helps in
understanding how important is to retain and enlarge these assets by minimizing the …

Purpose The purpose of this study is to create a value variation measurement model to
define the relationship among various roles in resource management within a service …

This study aims to investigate the impact of social customer relationship management on
customer retention in cosmetic companies in Jordan. The population of the study consists of …

Since customers are today's business' main component, Customer Relationship
Management (CRM) plays a crucial role for creating valid, sustainable base of profitable …