The perceived impact of successful outsourcing on customer service management
Tóm tắt
Từ khóa
Tài liệu tham khảo
Aaker, D.A. and Day, G.S. (1986), Marketing Research, 3rd ed., John Wiley & Sons, New York, NY, pp. 443‐53.
Anderson, E.W. and Fornell, C. (2000), “Foundations of the American customer satisfaction index”, Total Quality Management, Vol. 11 No. 7, pp. 869‐82.
Arbuckle, J.L. and Wothke, W. (1999), AMOS 4.0 User's Guide, SmallWaters Corporation, Chicago, IL.
Barthelemy, J. (2003), “The seven deadly sins of outsourcing”, Academy of Management Executive, Vol. 17 No. 2, pp. 87‐99.
Bontis, N. (1998), “Intellectual capital: an exploratory study that develops measures and models”, Management Decision, Vol. 36 No. 2, pp. 63‐7.
Carmines, E.G. and Zeller, R.A. (1979), Reliability and Validity Assessment, Sage Publications, Thousand Oaks, CA, pp. 59‐70.
Churchill, G.A. (1995), Marketing Research: Methodological Foundations, 6th ed., The Dryden Press, London, pp. 661‐85.
Corbett, M.F. (1999), “Multiple factors spur outsourcing growth”, available at: www.outsourcing‐journal.com/jan1999‐analysta.html.
Ding, L., Velicer, W.F. and Harlow, L.L. (1995), “Effects of estimation methods, number of indicators per factor and improper solutions on structural equation modelling fit indices”, Structural Equation Modelling, Vol. 2 No. 2, pp. 119‐43.
Elmuti, D. (2003), “The perceived impact of outsourcing on organisational performance”, Mid‐American Journal of Business, Vol. 18 No. 2, pp. 33‐7.
Foster, T.A. (1999), “Lessons learned”, Logistics Management and Distribution Journal, Vol. 38 No. 4, pp. 67‐9.
Hague, P. and Jackson, P. (1999), Market Research: A Guide to Planning, Methodology and Evaluation, 2nd ed., Kogan Page, London, pp. 155‐7.
Hair, J.F., Anderson, R.E., Tatham, R.L. and Black, W.C. (1998), Multivariate Analysis, 5th ed., Prentice‐Hall, Englewood Cliffs, NJ.
Khong, K.W. and Nair, M. (2004), “The effects of customer service management on business performance in Malaysian banking industry: an empirical analysis”, International Journal of Bank Marketing.
Khong, K.W. and Richardson, S. (2003), “Business process re‐engineering (BPR) in Malaysian banks and finance companies”, Managing Service Quality, Vol. 13 No. 1, pp. 54‐71.
Kolawa, A. (2004), “Outsourcing is not the enemy”, Wall Street Journal (Eastern Edition), February 24, p. 2.
Kotler, P. (2000), Marketing Management, 10th ed., Prentice Hall, Englewood Cliffs, NJ.
Kotler, P., Armstrong, G., Brown, L. and Adam, S. (2001), Marketing, 5th ed., Prentice‐Hall, Sydney.
Lambert, D.M., Stock, J.R. and Ellram, L.M. (1998), Fundamentals of Logistics Management, McGraw‐Hill, New York, NY.
Lewis, S. (2000), “Customer‐centred business key to survival”, Asian Business, Vol. 36 No. 10, p. 63.
Quinn, B.J. (2000), “Outsourcing innovation: the new engine of growth”, Sloan Management Review, Vol. 41 No. 14, pp. 13‐23.
Ramarapu, N., Parzinger, M.J. and Lado, A.A. (1997), “Issues in foreign outsourcing: focus on applications development and support”, Information Systems Management, Vol. 14 No. 2, pp. 27‐31.
Sinderman, M. (1995), “Outsourcing gains speed in corporate world”, National Real Estate Investor, Vol. 37, pp. 42‐50.
Thomas, P. (2004), “Small business – case study: the time to diversify is before it's too late”, Wall Street Journal (Eastern Edition), March 2, p. B4.
Wright, R.E. (2000), “Survival analysis”, in Grimm, L.G. and Yarnold, P.R. (Eds), Reading and Understanding More Multivariate Statistics, American Psychological Association, Washington, DC, pp. 363‐407.
Bank Negara Malaysia (2002), “BNM: about the bank”, available at: www.bnm.gov.my/en/About/index.asp (accessed 13 March 2002).
Guterl, F. (1996), “How to manage your outsourcer”, Datamation, Vol. 42, pp. 79‐83.