Original paper
Reducing employee turnover intention: a customer relationship management perspective
Abstract
Research examining ways to prevent employee turnover has observed varied and often inconsistent findings, yet this remains a challenge to many firms, particularly call centers. This study therefore examines the impact of customer relationship management (CRM) dimensions on employee job satisfaction and intention to quit. A two-step methodological approach utilizing data from the Malaysian call center industry was used. The study conducted...
Paper Details
Title
Reducing employee turnover intention: a customer relationship management perspective
Published Date
Jul 5, 2016
Volume
26
Issue
3
Pages
241 - 257
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