Title	An Empirical Analysis on the Operational Efficiency of CRM Call Centers in Korea
Author	SoonHoo So
Citation	Vol. 7  No. 12  pp. 171-178
Keywords	Call Center, Operational Efficiency, Key Performance Indicators, Caller Satisfaction, DEA, CRM, Business Process Outsourcing

Title	Using the Expected Importance and Perceived Satisfaction of Tourists to Construct Indicators for Improvement of Resort Hotel Service Quality
Author	Chun-Nan Lin, Li-Fen Tsai, Pei-Wen Wang, Wen-Jian Su, Jing-Chi Shaw
Citation	Vol. 11  No. 4  pp. 91-94
Keywords	resort hotels, expected importance, perceived satisfaction, indicators for improvement of service quality

Title	Measurement of Course Learning Outcomes for Data Structure Using the Combination Approach
Author	Loay Alzubaidi
Citation	Vol. 16  No. 1  pp. 57-61
Keywords	ABET, Data Structures, Assessment tool, Course Learning Outcomes, Faculty Course Assessment Report, Key Performance Indicators, Program Learning Outcomes.

Title	Efficiency Model of Information Systems as an Implementation of Key Performance Indicators
Author	Ahmad AbdulQadir AlRababah, Ali AlShahrani, Basil Al-Kasasbeh
Citation	Vol. 16  No. 12  pp. 139-143
Keywords	Information Systems Management, System performance, Key performance Indicators, Data warehouse, Information Systems Integration