The mediating effect of output quality on the relationship between top management support and customer satisfaction on the implementation of customer relationship management system in public sector

• Main Authors: Al-Arafati, Ahmed, Abdul Kadir, Kadzrina, Al-Haderi, Sami Mohamed Saleh
• Format: Article
• Language: English
• Published: Allied Business Academies 2019
• Subjects: HD28 Management. Industrial Management
• Online Access: http://repo.uum.edu.my/25891/1/ASMJ%2018%202%202019%201%2011.pdf; http://repo.uum.edu.my/25891/; https://www.abacademies.org/journals/academy-of-strategic-management-journal-inpress.html
• Institution: Universiti Utara Malaysia

Aim: Many benefits could be gained when implementing customer relationship management such as leading to increase customer satisfaction, customer loyalty and organization benefits. In addition, it helps the employees to organize their own activities, contacts and documents and provides reports and i...