Abdullateef, A. O., S. S. Mohd Mokhtar, and R. Z. Yusuf. “Drivers of Efficient Service Delivery and Caller Satisfaction: A Model of CRM Customer Contact Centres in Malaysia”. International Journal of Management Studies, vol. 17, no. 2, Dec. 2010, pp. 27-46, https://e-journal.uum.edu.my/index.php/ijms/article/view/9998.