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

Proposed Analytic Framework for Student Relationship Management based on a Systematic Review of CRM Systems Literature

“…The analyses indicated that there were strong relationships among the recognized factors throughout the model. This is in accord with References [16][17][18][19][20][21][22][23][24][25][26][27][28][29][30][31][32][33][34][35], who have theoretically hypothesized there are significant relationships between the strategic practices ( Table 2) and CRM results/success. Empirically, Yim et al [19] indicated these four critical dimensions significantly influence CRM results.…”

“…Also, Garrido-Moreno and Padilla-Meléndez [25] demonstrated that the factor of CRM experience positively affects CRM results. Abdullateef and Salleh [27] by mainly drawing on [19,21] research among others, showed the factors of KM and CRMT are significant and influential. In general terms, Padilla-Meléndez and Garrido-Moreno [32] observed that all key factors positively affect CRM implementation success.…”

“…Bentum and Stone [60] argued that CO is a type of organizational culture, which must be part of the organizations' implicit assumptions. There are many empirical evidences that reveal this factor as a critical importance of business excellence [27].…”

“…This factor (OE) is aspects of doing with the organizational structure, human resource management, and resource allocation [19,21,25,27]. It is considered implementing the CRM system necessitates changes in the way an organization is organized as well as in its business processes [21], highlighting the need for a model that includes the variables measuring the significance and consequence of these organizational factors on CRM success.…”

“…There are many evidences of the positive influence of KM on CRM success, and, consequently, the organizational performance internally and externally [16,17,[19][20][21][23][24][25][26][27][29][30][31][32][33][34][35]. From a viewpoint of CRM, knowledge can be regarded as the experiential learning for the sake of excellence [21].…”