{"id":"https://openalex.org/W2065384372","doi":"https://doi.org/10.1016/j.sbspro.2014.04.036","title":"Effects of Customer Relationship Management Strategy on Call Centre's Employee Intention to Quit: Evidence from Malaysia Call Centers","display_name":"Effects of Customer Relationship Management Strategy on Call Centre's Employee Intention to Quit: Evidence from Malaysia Call Centers","publication_year":2014,"publication_date":"2014-05-01","ids":{"openalex":"https://openalex.org/W2065384372","doi":"https://doi.org/10.1016/j.sbspro.2014.04.036","mag":"2065384372"},"language":"en","primary_location":{"id":"doi:10.1016/j.sbspro.2014.04.036","doi":"https://doi.org/10.1016/j.sbspro.2014.04.036","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.sbspro.2014.04.036","pdf_url":"https://www.sciencedirect.com/science/article/pii/S1877042814029462/pdf","source":{"id":"https://openalex.org/S104917558","display_name":"Procedia - Social and Behavioral Sciences","issn_l":"1877-0428","issn":["1877-0428"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","jufo-1"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Procedia - Social and Behavioral Sciences","raw_type":"journal-article"},"volume":null,"type":"conference-paper","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://www.sciencedirect.com/science/article/pii/S1877042814029462/pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5014993716","display_name":"Aliyu Olayemi Abdullateef","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I94625822","display_name":"Universiti Utara Malaysia","ror":"https://ror.org/01ss10648","country_code":"MY","type":"education","lineage":["https://openalex.org/I94625822"]}],"countries":["MY"],"is_corresponding":true,"raw_author_name":"Aliyu Olayemi Abdullateef","raw_affiliation_strings":["College of Business, University Utara Malaysia, 06010, Sintok, Kedah, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Business, University Utara Malaysia, 06010, Sintok, Kedah, Malaysia","institution_ids":["https://openalex.org/I94625822"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5048755359","display_name":"Sany Sanuri Mohd Muktar","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I94625822","display_name":"Universiti Utara Malaysia","ror":"https://ror.org/01ss10648","country_code":"MY","type":"education","lineage":["https://openalex.org/I94625822"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Sany Sanuri Mohd Muktar","raw_affiliation_strings":["College of Business, University Utara Malaysia, 06010, Sintok, Kedah, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Business, University Utara Malaysia, 06010, Sintok, Kedah, Malaysia","institution_ids":["https://openalex.org/I94625822"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5069120842","display_name":"Rushami Zien Yusoff","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I94625822","display_name":"Universiti Utara Malaysia","ror":"https://ror.org/01ss10648","country_code":"MY","type":"education","lineage":["https://openalex.org/I94625822"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Rushami Zien Yusoff","raw_affiliation_strings":["College of Business, University Utara Malaysia, 06010, Sintok, Kedah, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Business, University Utara Malaysia, 06010, Sintok, Kedah, Malaysia","institution_ids":["https://openalex.org/I94625822"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5027440910","display_name":"Intan Shafinaz Ahmad","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I94625822","display_name":"Universiti Utara Malaysia","ror":"https://ror.org/01ss10648","country_code":"MY","type":"education","lineage":["https://openalex.org/I94625822"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Intan Shafinaz Binti Ahmad","raw_affiliation_strings":["College of Business, University Utara Malaysia, 06010, Sintok, Kedah, Malaysia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Business, University Utara Malaysia, 06010, Sintok, Kedah, Malaysia","institution_ids":["https://openalex.org/I94625822"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5014993716"],"corresponding_institution_ids":["https://openalex.org/I94625822"],"apc_list":null,"apc_paid":null,"fwci":14.5648,"has_fulltext":true,"cited_by_count":32,"citation_normalized_percentile":{"value":0.98677686,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":93,"max":98},"biblio":{"volume":"130","issue":null,"first_page":"305","last_page":"315"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.4634000062942505,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.4634000062942505,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.3334999978542328,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14309","display_name":"Employee Performance and Management","score":0.06759999692440033,"subfield":{"id":"https://openalex.org/subfields/3307","display_name":"Human Factors and Ergonomics"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":0.9990000128746033},{"id":"https://openalex.org/keywords/call-centers","display_name":"call centers","score":0.9010000228881836},{"id":"https://openalex.org/keywords/employee-turnover","display_name":"employee turnover","score":0.7599999904632568},{"id":"https://openalex.org/keywords/turnover-intention","display_name":"turnover intention","score":0.9369999766349792},{"id":"https://openalex.org/keywords/job-satisfaction","display_name":"job satisfaction","score":0.9570000171661377},{"id":"https://openalex.org/keywords/conceptual-framework","display_name":"conceptual framework","score":0.7379999756813049},{"id":"https://openalex.org/keywords/malaysia","display_name":"Malaysia","score":0.41999998688697815}],"concepts":[{"id":"https://openalex.org/C2779808267","wikidata":"https://www.wikidata.org/wiki/Q476796","display_name":"Call centre","level":2,"score":0.8728086352348328},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6282775402069092},{"id":"https://openalex.org/C26077564","wikidata":"https://www.wikidata.org/wiki/Q1910318","display_name":"Turnover","level":2,"score":0.5506470203399658},{"id":"https://openalex.org/C2778735886","wikidata":"https://www.wikidata.org/wiki/Q1939410","display_name":"Employee retention","level":2,"score":0.52244633436203},{"id":"https://openalex.org/C14224292","wikidata":"https://www.wikidata.org/wiki/Q13600188","display_name":"Conceptual framework","level":2,"score":0.5169641375541687},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4984548091888428},{"id":"https://openalex.org/C2993788525","wikidata":"https://www.wikidata.org/wiki/Q348960","display_name":"Employee development","level":2,"score":0.49499887228012085},{"id":"https://openalex.org/C2718322","wikidata":"https://www.wikidata.org/wiki/Q629463","display_name":"Job satisfaction","level":2,"score":0.4843484163284302},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.4703148901462555},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.4405202865600586},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.43445873260498047},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.4219714105129242},{"id":"https://openalex.org/C99753626","wikidata":"https://www.wikidata.org/wiki/Q14937678","display_name":"Employee engagement","level":2,"score":0.4157445728778839},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3026992082595825},{"id":"https://openalex.org/C187736073","wikidata":"https://www.wikidata.org/wiki/Q2920921","display_name":"Management","level":1,"score":0.2848094701766968},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.2006063163280487},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.17817503213882446},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.15366074442863464},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.13916173577308655},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.13321158289909363},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.09800264239311218},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.1016/j.sbspro.2014.04.036","doi":"https://doi.org/10.1016/j.sbspro.2014.04.036","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.sbspro.2014.04.036","pdf_url":"https://www.sciencedirect.com/science/article/pii/S1877042814029462/pdf","source":{"id":"https://openalex.org/S104917558","display_name":"Procedia - Social and Behavioral Sciences","issn_l":"1877-0428","issn":["1877-0428"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","jufo-1"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Procedia - Social and Behavioral Sciences","raw_type":"journal-article"},{"id":"pmh:oai:repo.uum.edu.my:14136","doi":null,"is_oa":false,"landing_page_url":"https://repo.uum.edu.my/id/eprint/14136/1/1-s2.0.pdf","pdf_url":"https://repo.uum.edu.my/id/eprint/14136/1/1-s2.0.pdf","source":{"id":"https://openalex.org/S4306400886","display_name":"Universiti Utara Malaysia Institutional Repository (Universiti Utara Malaysia)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I65079550","host_organization_name":"Universiti Malaysia Perlis","host_organization_lineage":["https://openalex.org/I65079550"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"acceptedVersion","is_accepted":true,"is_published":false,"raw_source_name":null,"raw_type":"Article"}],"best_oa_location":{"id":"doi:10.1016/j.sbspro.2014.04.036","doi":"https://doi.org/10.1016/j.sbspro.2014.04.036","is_oa":true,"landing_page_url":"https://doi.org/10.1016/j.sbspro.2014.04.036","pdf_url":"https://www.sciencedirect.com/science/article/pii/S1877042814029462/pdf","source":{"id":"https://openalex.org/S104917558","display_name":"Procedia - Social and Behavioral Sciences","issn_l":"1877-0428","issn":["1877-0428"],"is_oa":true,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","jufo-1"],"host_organization":"https://openalex.org/P4310320990","host_organization_name":"Elsevier BV","host_organization_lineage":["https://openalex.org/P4310320990"],"host_organization_lineage_names":["Elsevier BV"],"type":"journal"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Procedia - Social and Behavioral Sciences","raw_type":"journal-article"},"sustainable_development_goals":[{"display_name":"Decent work and economic growth","score":0.833299994468689,"id":"https://metadata.un.org/sdg/8"}],"sustainable_development_goals_aurora":[{"display_name":"Industry, innovation and infrastructure","score":0.4099999964237213,"id":"https://metadata.un.org/sdg/9"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W2065384372.pdf","grobid_xml":"https://content.openalex.org/works/W2065384372.grobid-xml"},"referenced_works_count":77,"referenced_works":["https://openalex.org/W13789163","https://openalex.org/W44025936","https://openalex.org/W45051291","https://openalex.org/W597038712","https://openalex.org/W1504620294","https://openalex.org/W1549310393","https://openalex.org/W1568038458","https://openalex.org/W1586557460","https://openalex.org/W1612366852","https://openalex.org/W1895527388","https://openalex.org/W1966609261","https://openalex.org/W1974526277","https://openalex.org/W1975017039","https://openalex.org/W1980559984","https://openalex.org/W1980583203","https://openalex.org/W1984827451","https://openalex.org/W1986267587","https://openalex.org/W1986270971","https://openalex.org/W1991596698","https://openalex.org/W1997549298","https://openalex.org/W2003138832","https://openalex.org/W2005361241","https://openalex.org/W2005865471","https://openalex.org/W2006618051","https://openalex.org/W2014757858","https://openalex.org/W2019661831","https://openalex.org/W2023290297","https://openalex.org/W2023664853","https://openalex.org/W2026181513","https://openalex.org/W2028932067","https://openalex.org/W2028981842","https://openalex.org/W2029169476","https://openalex.org/W2042808950","https://openalex.org/W2047435764","https://openalex.org/W2048088864","https://openalex.org/W2055381954","https://openalex.org/W2056144053","https://openalex.org/W2056564500","https://openalex.org/W2069269125","https://openalex.org/W2072816335","https://openalex.org/W2073575088","https://openalex.org/W2086430764","https://openalex.org/W2094892789","https://openalex.org/W2101250137","https://openalex.org/W2104719746","https://openalex.org/W2106918454","https://openalex.org/W2107309765","https://openalex.org/W2112660410","https://openalex.org/W2119048184","https://openalex.org/W2121282361","https://openalex.org/W2121689178","https://openalex.org/W2128801182","https://openalex.org/W2130725487","https://openalex.org/W2133405898","https://openalex.org/W2136083906","https://openalex.org/W2139268144","https://openalex.org/W2140829025","https://openalex.org/W2144816256","https://openalex.org/W2145520874","https://openalex.org/W2146032201","https://openalex.org/W2148219776","https://openalex.org/W2152095411","https://openalex.org/W2153610778","https://openalex.org/W2160925222","https://openalex.org/W2161749783","https://openalex.org/W2164406837","https://openalex.org/W2169584410","https://openalex.org/W2175227141","https://openalex.org/W2186658092","https://openalex.org/W2318127665","https://openalex.org/W3049537655","https://openalex.org/W3124962884","https://openalex.org/W3125651789","https://openalex.org/W3151017400","https://openalex.org/W4211115856","https://openalex.org/W4232263725","https://openalex.org/W4285719527"],"related_works":["https://openalex.org/W2460991275","https://openalex.org/W2611523664","https://openalex.org/W3016402437","https://openalex.org/W2255587017","https://openalex.org/W63426947","https://openalex.org/W3153967971","https://openalex.org/W138073456","https://openalex.org/W2186914471","https://openalex.org/W2274100913","https://openalex.org/W2522648000"],"abstract_inverted_index":{"The":[0],"main":[1],"purpose":[2],"of":[3,17,19,46,68,76,92],"this":[4,77,79],"paper":[5,80],"is":[6,72],"to":[7,30,49,55],"develop":[8],"a":[9,65,83],"conceptual":[10,84],"framework":[11,85],"that":[12,78,86,89],"explicitly":[13],"explains":[14],"the":[15,22,39,44,59,74,90,103],"effects":[16],"implementation":[18],"CRM":[20,69,93],"on":[21],"employee":[23,47],"job":[24],"satisfaction,":[25],"qualitative":[26],"overstretch":[27],"and":[28,52],"intention":[29],"quit":[31],"in":[32,35,58,73,102],"call":[33,60],"centers":[34],"Malaysia.":[36],"Evidence":[37],"from":[38],"literature":[40],"revealed":[41],"that,":[42],"for":[43,53],"issue":[45],"turnover":[48],"be":[50,56,64],"resolved":[51],"efficiency":[54],"attained":[57],"centers,":[61],"there":[62],"must":[63],"proper":[66],"integration":[67],"dimensions.":[70],"It":[71],"light":[75],"has":[81],"developed":[82],"would":[87],"ensure":[88],"dimensions":[91],"are":[94],"properly":[95],"utilized":[96],"thereby":[97],"bringing":[98],"about":[99],"desired":[100],"result":[101],"industry.":[104]},"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":3},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":2},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":3},{"year":2019,"cited_by_count":3},{"year":2018,"cited_by_count":3},{"year":2017,"cited_by_count":4},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":3}],"updated_date":"2026-10-14T16:39:01.820549","created_date":"2016-06-24T00:00:00"}
