The influence of CRM organization and knowledge management on employee job satisfaction and intention to quit: Malaysia call center perspective

The purpose of this paper is to developa conceptual framework which describes the influence of CRM Organization and Knowledge Management on Employee Job Satisfaction and Intention to Quitin call center industry.Researchers have established turnover of employees as highly detrimental to organizational performance and success and the major determinant in job satisfaction.Extant literatures also suggested that organizations can attenuate turnover rate through the improvement of employee job satisfaction when workers expectations and needs are met as this would positively affect performance, service quality, customer satisfaction and loyalty and competitive advantage.The integration of CRM Organization and Knowledge Management into firms operations and management practices can be the major influence. This paper conceptualized the model that could help in establishing the influence of these two variables on employee job satisfaction and intention to quit within a call center industry. Also, it shall avail call centers management to focus on the best ways to resolve turnover of employees, improve employee job satisfaction and employee performance in the call center.