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

References

• Abdullateef , A. O. , Mohd , S. S. and Yussof , R. Z. 2011 . The mediating effects of first call resolution on call centers’ performance . Journal of Database Marketing and Customer Strategy Management , 18 ( 1 ) : 16 – 30 . (doi:10.1057/dbm.2011.4)
   Google Scholar
• Acedo , F. J. , Barroso , C. and Galan , J. L. 2006 . The resourced based theory: Disseminations and main trends . Strategic Management Journal , 27 ( 7 ) : 621 – 636 . (doi:10.1002/smj.532)
   Web of Science ®Google Scholar
• Aihie , O. and Bennani , Az-E. 2007 . An exploratory study of implementation of customer relationship management strategy . Business Process Management Journal , 13 ( 1 ) : 139 – 164 . (doi:10.1108/14637150710721177)
   Google Scholar
• Berry , L. L. 1995 . Relationship marketing of services; growing interest, emerging perspectives . Journal of Academy of Marketing Science , 23 ( 4 ) : 236 – 245 . (doi:10.1177/009207039502300402)
   Google Scholar
• Brady , M. K. 2001 . Some new thoughts on conceptualizing perceived service quality: A hierarchical approach . Journal of Marketing , 65 ( 3 ) : 34 – 49 . (doi:10.1509/jmkg.65.3.34.18334)
   Web of Science ®Google Scholar
• Byrne , B. M. 2010 . Structural equation modeling with AMOS; Basic concepts, application and programming , 2 , New York : Routledge Taylor and Francis Group .
   Google Scholar
• Callcentre.net. (2003). The 2003 Malaysia Contact Centre Industry Study. Retrieved October 14, 2009, from http://www.callcentres.net
   Google Scholar
• Cohen , J. 1988 . Statistical power analysis for the behavioral sciences , 2 , Hillsdale , NJ : Lawrence Erlbaum Associates .
   Google Scholar
• Coltman , T. R. 2007 . Can superior CRM capabilities improve performance in banking . Journal of Financial Services Marketing , 12 ( 2 ) : 102 – 114 . (doi:10.1057/palgrave.fsm.4760065)
   Google Scholar
• Cronin , J. J. and Taylor , S. A. 1992 . Measuring service quality: A re-examination and extension . Journal of Marketing , : 55 – 68 . (doi:10.2307/1252296)
   Web of Science ®Google Scholar
• Cronin , J. J. and Taylor , S. A. 1994 . SERVPERF versus SERVQUAL: Reconciling performance based and perceptions minus expectations measurement of service quality . Journal of Marketing , 58 ( 1 ) : 125 – 131 . (doi:10.2307/1252256)
   Web of Science ®Google Scholar
• David , J. F. and Wendy , L. C. 2010 . A multi-layered approach to CRM implementation. An integration perspective . European Management Journal , 28 ( 2 ) : 153 – 167 . (doi:10.1016/j.emj.2009.04.010)
   Web of Science ®Google Scholar
• Dean , A. M. 2007 . The impact of customer orientation of call center employees on customers’ affective commitment and loyalty . Journal of Service Research , 10 ( 2 ) : 161 – 173 . (doi:10.1177/1094670507309650)
   Web of Science ®Google Scholar
• Dean , A. M. and Rainnie , A. 2009 . Frontline employees’ views on organizational factors that affect the delivery of service quality in call centers . Journal of Service Marketing , 23 ( 5 ) : 326 – 337 . (doi:10.1108/08876040910973431)
   Web of Science ®Google Scholar
• Desmarais, M. (2007). First call resolution revisited: Why it still matters most, and how to improve it (SQM Industry Reports). Retrieved February 23, 2012, from http://www.evotec.com.au/Downloads/FCR%20Why%20it%20Matters%20Most%20Revisited.pdf
   Google Scholar
• Eid , R. 2007 . Towards a successful CRM implementation in banks: An integrated model . Service Industry Journal , 27 ( 8 ) : 1021 – 1039 . (doi:10.1080/02642060701673703)
   Web of Science ®Google Scholar
• Feinberg , R. A. , Kim , I. S. , Hokama , L. , de Ruyter , K. and Keen , C. 2000 . Operational determinants of caller satisfaction in the call center . International Journal of Service Industry Management , 11 ( 2 ) : 31 – 41 . (doi:10.1108/09564230010323633)
   Google Scholar
• Feinberg , A. R. , Leigh , H. , Rajesh , K. and IkSuk , K. 2002 . Operational determinants of caller satisfaction in the banking/financial services call center . International Journal of Bank Marketing , 20 ( 4 ) : 174 – 180 . (doi:10.1108/02652320210432954)
   Google Scholar
• Fornell , C. and Larcker , D. F. 1981 . Evaluating structural equation models with unobservable variables and measurement error . Journal of Marketing Research , 18 : 39 – 50 . (doi:10.2307/3151312)
   Web of Science ®Google Scholar
• Frost & Sullivan. (2009). Contact center outsourcing trends in the Asia Pacific market (Industry Report: 2008–2011). Singapore: Shaw Tower.
   Google Scholar
• Hair , J. F. , Black , W. C. , Babin , B. J. , Anderson , R. E. and Tatham , R. L. 2006 . Multivariate data analysis , 6 , Upper Saddle River , NJ : Prentice Hall .
   Google Scholar
• Hair , J. F. Jr , Black , W. C. , Babin , B. J. , Andersen , R. E. and Tatham , R. L. 2010 . Multivariate data analysis , 7 , Upper Saddle River , NJ : Prentice Hall .
   Google Scholar
• Kantsperger , R. K. and Kunz , W. H. 2005 . Managing overall service quality in customer care centers . International Journal of Service Industry Management , 16 ( 2 ) : 135 – 151 . (doi:10.1108/09564230510592270)
   Google Scholar
• Kline , R. B. 2005 . Principles and practice of structural equation modeling , 2 , New York : Guilford Press .
   Google Scholar
• Kohli , A. K. and Jaworski , B. J. 1990 . Market orientation: The construct, research propositions, and managerial implications . Journal of Marketing , 54 ( 2 ) : 1 – 18 . (doi:10.2307/1251866)
   Web of Science ®Google Scholar
• Lam , S. Y. , Lee , V. H. , Ooi , K. B. and Lin , B . 2011 . The relationship between TQM, learning orientation and market performance in service organizations: An empirical analysis . Total Quality Management & Business Excellence , 22 ( 12 ) : 1277 – 1297 . (doi:10.1080/14783363.2011.631337)
   Web of Science ®Google Scholar
• McNally , R. 2007 . An exploration of call centre agents’ CRM software use, customer orientation and job performance in the customer relationship maintenance phase . Journal of Financial Services Marketing , 12 ( 2 ) : 169 – 184 . (doi:10.1057/palgrave.fsm.4760069)
   Google Scholar
• Narver , J. C. and Slater , S. F. 1990 . The effect of a market orientation on business profitability . Journal of Marketing , 54 ( 4 ) : 20 – 36 . (doi:10.2307/1251757)
   Web of Science ®Google Scholar
• Nguyen , T. H. , Joseph , S. S. and Michael , N. 2007 . Strategies for successful CRM implementation . Journal of Information Management & Computer Security , 15 ( 2 ) : 102 – 115 . (doi:10.1108/09685220710748001)
   Google Scholar
• Rajshekhar , G. J. , Charles , L. M. and Robert , B. Y. 2006 . ‘Marketing research, market orientation and customer relationship management’, a framework and implications for service providers . Journal of Services Marketing , 20 ( 1 ) : 12 – 23 . (doi:10.1108/08876040610646545)
   Google Scholar
• Sin , L. Y. , Alan , C. T. and Frederick , H. Y. 2005 . CRM: Conceptualization and scale development . European Journal of Marketing , 39 ( 11/12 ) : 1264 – 1290 . (doi:10.1108/03090560510623253)
   Web of Science ®Google Scholar
• Tye , L. H. , Halim , H. A. and Ramayah , T . 2011 . An exploratory study on cost of quality implementation in Malaysia: The case of Penang manufacturing firms . Total Quality Management & Business Excellence , 22 ( 12 ) : 1299 – 1315 . (doi:10.1080/14783363.2011.625191)
   Web of Science ®Google Scholar
• Yim , F. H. , Anderson , R. E. and Swaminathan , S. 2005 . Customer relationship management: Its dimensions and effect on customer outcomes . Journal of Personal Selling & Sales Management , 24 ( 4 ) : 265 – 280 .
   Google Scholar
• Yueh , C. L. , Lee , Y. and Barnes , F. B. 2010 . The effects of leadership styles on knowledge based customer relationship management implementation . International Journal of Management and Marketing Research , 3 ( 1 ) : 1 – 19 .
   Google Scholar