Determination of Factors Affecting Call Center Selection Using Multi-Criteria Decision-Making Technique: Analysis With Dematel Method

Anton, J. (2000). The Past, present and future of customer access centers. International Journal of Service Industry Management, 11(2), 120-130.

Beekman, M., Bruinsma, F. & Rietveld, P. (2004). ICT and the location of call centres: regional and local patterns. Serie Research Memoranda 0026, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics, Amsterdam.

Breathnach, P. (2000). Globalisation, information technology and the emergence of niche transnational cities: the growth of the call centre in Dublin, Geoforum, 31; 477-485.

Gordi, M. R. (2006). Job satisfaction of call centre representative, Master thesis, Faculty of Industrial Psychology, University of the Western Cape.

Grip, A.I., Siepen, D. & Jaarsveld, I. (2006). Labour market segmentation revisited: a study of the Dutch call centre sector, Research Centre for Education and the Labour Market, Maastricht.

Richardson, R. & Marshall, J.N. (1999) Teleservices, call centres and regional development, The Service Industries Journal, 19(1); 96-116.

Robinson, G. & Morley, C (2006). Call centre management: Responsibilities and performance, International Journal of Service Industry Management, 17(3); 284-300.

Sarıyer, N. (2007). Çağrı merkezi tüketici profili: Banka çağrı merkezleri’nde bir uygulama, Atatürk Üniversitesi Sosyal Bilimler Dergisi, 10(2); 473-493.

Tepe, S. (2021). Multi-criteria decision making techniques with sample applications. Ankara: Akademisyen Yayınevi.

Wolfe, D. A. & Gertler, M. S. (2001). Globalization and economic restructuring in Ontorio: from industrial heartland to learning region, European Planning Studies, 9 (5).

Yavuz, U. & Leloğlu, H. (2011). Müşteri ilişkileri yönetimi’nde çağrı merkezlerinin yeri: Çağrı merkezi örneği, Atatürk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 15(1), 11-24.

Zapf, D., Isic, A., Bechtoldt, M. & Blau, P. (2003). What is typical for call centre jobs? Job characteristics, and service: interactions in different call centres, European Journal of Work and Organizational Psychology, 12(4); 311-340.

Zikmund, W. G., McLeod, R. & Gilbert, F.W. (2003). Customer relationship management: Integrating marketing strategy and information technology. Reno, NV: Better World Books.

Anton, J. (2000). The Past, present and future of customer access centers. International Journal of Service Industry Management, 11(2), 120-130.

Beekman, M., Bruinsma, F. & Rietveld, P. (2004). ICT and the location of call centres: regional and local patterns. Serie Research Memoranda 0026, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics, Amsterdam.

Breathnach, P. (2000). Globalisation, information technology and the emergence of niche transnational cities: the growth of the call centre in Dublin, Geoforum, 31; 477-485.

Gordi, M. R. (2006). Job satisfaction of call centre representative, Master thesis, Faculty of Industrial Psychology, University of the Western Cape.

Grip, A.I., Siepen, D. & Jaarsveld, I. (2006). Labour market segmentation revisited: a study of the Dutch call centre sector, Research Centre for Education and the Labour Market, Maastricht.

Richardson, R. & Marshall, J.N. (1999) Teleservices, call centres and regional development, The Service Industries Journal, 19(1); 96-116.

Robinson, G. & Morley, C (2006). Call centre management: Responsibilities and performance, International Journal of Service Industry Management, 17(3); 284-300.

Sarıyer, N. (2007). Çağrı merkezi tüketici profili: Banka çağrı merkezleri’nde bir uygulama, Atatürk Üniversitesi Sosyal Bilimler Dergisi, 10(2); 473-493.

Tepe, S. (2021). Multi-criteria decision making techniques with sample applications. Ankara: Akademisyen Yayınevi.

Wolfe, D. A. & Gertler, M. S. (2001). Globalization and economic restructuring in Ontorio: from industrial heartland to learning region, European Planning Studies, 9 (5).

Yavuz, U. & Leloğlu, H. (2011). Müşteri ilişkileri yönetimi’nde çağrı merkezlerinin yeri: Çağrı merkezi örneği, Atatürk Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 15(1), 11-24.

Zapf, D., Isic, A., Bechtoldt, M. & Blau, P. (2003). What is typical for call centre jobs? Job characteristics, and service: interactions in different call centres, European Journal of Work and Organizational Psychology, 12(4); 311-340.

Zikmund, W. G., McLeod, R. & Gilbert, F.W. (2003). Customer relationship management: Integrating marketing strategy and information technology. Reno, NV: Better World Books.