Title	A Web Service Model for Evaluating an e-Commerce Site: Mining On-Line Customers’ Preferences
Author	Hei-Chia Wang, Tian-Hsian Huang
Citation	Vol. 6  No. 7  pp. 69-76
Keywords	e-Commerce function evaluation, evaluating model, eCRM

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	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	CRM Information Assurance by Adding Specificity
Author	Manel Mastouri
Citation	Vol. 11  No. 5  pp. 236-241
Keywords	CRM, Information assurance, Confidentiality, Integrity, Denial of service, Specificity, Security, basic belief assignment, Belief function