The consequences of qualitative overstretch on employee intention to quit in Malaysia call center industry: An implication of customer relationship management
The purpose of this study is to determine the consequences of customer relationship management (CRM) application on qualitative overstretch and intention to quit in Malaysia call center industry.A conceptual model was developed to explain the hypothesis direction and the evidence from ample of li...
| Main Authors: | , , |
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| Format: | Conference or Workshop Item |
| Language: | English |
| Published: |
2013
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| Subjects: | |
| Online Access: | https://repo.uum.edu.my/id/eprint/16308/1/12.pdf |
| _version_ | 1825803682873081856 |
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| author | Kareem, Olanrewaju Aabdullateef, Aliyu Olayemi Mukhtar, Sani Sanuri |
| author_facet | Kareem, Olanrewaju Aabdullateef, Aliyu Olayemi Mukhtar, Sani Sanuri |
| author_sort | Kareem, Olanrewaju |
| collection | UUM |
| description | The purpose of this study is to determine the consequences of customer relationship management
(CRM) application on qualitative overstretch and intention to quit in Malaysia call center industry.A
conceptual model was developed to explain the hypothesis direction and the evidence from ample of
literatures suggested that comprehensive applications of CRM strategy should be adopted and integrated into organizations’ operations in order to achieve organizational performance and resolve the issue of employee turnover.More so, appropriate training program that can reduce qualitative overstretch and eradicate stress should be provided for the employees of call centers. |
| first_indexed | 2024-07-04T06:01:19Z |
| format | Conference or Workshop Item |
| id | uum-16308 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T06:01:19Z |
| publishDate | 2013 |
| record_format | eprints |
| spelling | uum-163082016-04-18T05:50:27Z https://repo.uum.edu.my/id/eprint/16308/ The consequences of qualitative overstretch on employee intention to quit in Malaysia call center industry: An implication of customer relationship management Kareem, Olanrewaju Aabdullateef, Aliyu Olayemi Mukhtar, Sani Sanuri HD28 Management. Industrial Management The purpose of this study is to determine the consequences of customer relationship management (CRM) application on qualitative overstretch and intention to quit in Malaysia call center industry.A conceptual model was developed to explain the hypothesis direction and the evidence from ample of literatures suggested that comprehensive applications of CRM strategy should be adopted and integrated into organizations’ operations in order to achieve organizational performance and resolve the issue of employee turnover.More so, appropriate training program that can reduce qualitative overstretch and eradicate stress should be provided for the employees of call centers. 2013-12-11 Conference or Workshop Item PeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/16308/1/12.pdf Kareem, Olanrewaju and Aabdullateef, Aliyu Olayemi and Mukhtar, Sani Sanuri (2013) The consequences of qualitative overstretch on employee intention to quit in Malaysia call center industry: An implication of customer relationship management. In: Conference on Business Management Research 2013, December 11, 2013, EDC, Universiti Utara Malaysia, Sintok. |
| spellingShingle | HD28 Management. Industrial Management Kareem, Olanrewaju Aabdullateef, Aliyu Olayemi Mukhtar, Sani Sanuri The consequences of qualitative overstretch on employee intention to quit in Malaysia call center industry: An implication of customer relationship management |
| title | The consequences of qualitative overstretch on employee intention to quit in Malaysia call center industry: An implication of customer relationship management |
| title_full | The consequences of qualitative overstretch on employee intention to quit in Malaysia call center industry: An implication of customer relationship management |
| title_fullStr | The consequences of qualitative overstretch on employee intention to quit in Malaysia call center industry: An implication of customer relationship management |
| title_full_unstemmed | The consequences of qualitative overstretch on employee intention to quit in Malaysia call center industry: An implication of customer relationship management |
| title_short | The consequences of qualitative overstretch on employee intention to quit in Malaysia call center industry: An implication of customer relationship management |
| title_sort | consequences of qualitative overstretch on employee intention to quit in malaysia call center industry an implication of customer relationship management |
| topic | HD28 Management. Industrial Management |
| url | https://repo.uum.edu.my/id/eprint/16308/1/12.pdf |
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