The Impact of CRM (Customer Orientation and Technology Based CRM) Implementations on Call Center Employee's Job Performance: Evidence from Malaysia Call Centers

摘要: Customer Relationship Management (CRM) is a strategy used to learn more about customers' needs and behaviors in order develop stronger relationships with them. Good customer are at the heart of business success (Thomas Wailgum 2007). Nowadays, importance service industries growing every day through its impact on product consumer From this point, while there has been some research job performance call centers, lack particular topic particularly Malaysia center context. The aim present study prove that correlation exists between satisfaction levels (customer orientation technology based CRM). sample consisted 105 participants from different centers Malaysia. Data were collected using survey which self-administered questionnaire (Cleo R. Jenkins & Don A. Dillman, 1995) measure influence CRM center. Furthermore, found relationship dimension CRM) employee Moreover, findings indicated two hypothesized positive performance. Key benefits for practitioners academics finally discussed under theoretical practical implications.