Title	The impact of CRM Dimensions on Call Center Performance
Author	Aliyu Olayemi Abdullateef, Sany Sanuri Mohd Mokhtar, Rushami Zien Yusoff
Citation	Vol. 10  No. 12  pp. 184-194
Keywords	CRM, contact centers, call centers, perceived service quality, first call resolution, inbound, caller satisfaction

Title	Application of Kano Model to Discuss Tourist Demands on Service Quality in Recreational Travel
Author	Li-Fen Tsai, Y i-Mei Liu, Pei-Wen Wang, Meng-Long Shih, Xin-Min Xie, Jing-Chi Shaw
Citation	Vol. 11  No. 3  pp. 249-254
Keywords	Recreation trave, Service quality, Kano Model

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	Using the Kano Two-Dimensional Quality Model to Evaluate Service Quality of Resort Hotels
Author	Chun-Nan Lin, Li-Fen Tsai, Pei-Wen Wang, Wen-Jian Su, Jing-Chi Shaw
Citation	Vol. 11  No. 5  pp. 84-87
Keywords	resort hotels, Kano Two-Dimensional Quality Model, service quality