Dr Olayemi Abdullateef Aliyu

Dr Olayemi Abdullateef Aliyu

Group Manager (Postgraduate Business) and Postgraduate Research Supervisor

Faculty of Business, Design and Service Industries

I am the Group Manager of Postgraduate Business at Toi Ohomai. I have also taught at other tertiary education providers in Malaysia. I have supervised postgraduate and undergraduate students, reviewed scholarly papers in refereed journals and I am a Member of the Chartered Institute of Marketing London, British Academy of Management, as well as the Australian & New Zealand Academy of Management.

My expertise is in marketing, focusing on customer relationship management, supply chain management, service marketing, customer performance evaluation, technology management and financial economics.

My research interests include Quantitative Analysis of Business Metrics, Relationship Marketing, Financial Economics, Supply Chain Management, Service Marketing, Customer Service, Contact/Call Centres and Technology Management.

Qualifications

  • PhD in Marketing, M.Econ, PGDip in Adult Teaching, PGDip in Financial Management, HND in Marketing, and PC in International Contact Centre Management

Research Publications and Outputs

Textbook

  • Abdullateef, A. O (2011): CRM implementation in inbound Contact Center: Issues and Challenges; LAP Lambert Academic Publishing Germany ISBN 978-3-8473-0890-4.

Chapter in Book

  • Abdullateef, A. O (2015): Qualitative Response Regression Modelling: IGI Global Disseminator of Knowledge - DOI: 10.4018/978-1-4666-6371-8.ch011.

Refereed Journal Publications

  • Bart-Jeroen, V & Abdullateef, A. O (2018). Determinants of employee trust during organizational change in higher institutions. Journal of Organizational Change Management (ABDC & ISI Indexed – Published by Emerald).  
  • Kareem, O., Abdullateef, A. O. Mokhtar, S.S.M (2018). Does Technology Implementations Mitigate Employee Intention to Quit in call centres. International Journal of Services Technology and Management (ABDC & Scopus Indexed – Published by Inderscience). 
  • Hamid Mahmood Gelaidan & Abdullateef, A. O (2017). Entrepreneurial Intentions of Business Students in Malaysia: The Role of Self-Confidence and Educational and Relation Support. Journal of Small Business and Enterprise Development, 24(1), 54 - 67 (Scopus & ABDC Indexed – Published by Emerald).
  • Abdullateef, A. O., & MW Nyadzayo (2016). Reducing employee turnover intention: a customer relationship management perspective. Journal of Strategic Marketing, 24(7), 1-17 (ISI & ABDC Indexed – Published by Taylor and Francis). 
  • Hashim, N. A., Abdullateef, A. O., Sarkindaji, B. D (2015). The Moderating Influence of Trust on the Relationship between Institutional Image/Reputation, Perceived Value on Student  Loyalty in Higher Education Institution. International Review of Management and Marketing, 5(3), 122-128 (Scopus Indexed). 
  • Sarkindaji, B. D., Hashim, N. A., Abdullateef, A. O (2015). Assessing Efficiency of Service Quality on Consumers Retention in Nigerian Mobile Service Industry. Mediterranean Journal of Social Sciences, 6(1), 195 – 203 (Scopus Indexed). 
  • Abdullateef, A. O & Biodun, A. B (2014). Are International Students Tourists? International Journal of Business and Globalization, 13(3) 298-306 (Scopus Indexed – Published by Inderscience). 
  • Abdullateef, A. O., Mokhtar, S.S.M., & Yusoff, R. Z. Ahmad, I. S (2014). Effects of Customer Relationship Management Strategy on Call Centre’s Employee Intention to Quit: Evidence from Malaysia Call Centers. Procedia - Social and Behavioral Sciences 130(2014) 305 – 315 (Scopus Indexed – Published by Elsevier). 
  • Abubakar, M. M., Mokhtar, S.S.M., & Abdullateef, A. O. (2014). The Role of Long-Term Orientation Culture and Service Recovery on the Relationship between Trust, Bonding and Customer Satisfaction and Loyalty: The Case of Retail Banking Industry of Nigeria. Asian Social Science, 10(2), 209-220 (Scopus & ABDC Indexed). 
  • Biodun, A. B., Din, A,. Abdullateef, A. O. (2013). The relationship between tourist’s expectation, perceived quality and satisfaction with tourism products. International Business Management, 7(3), 158-164 (Scopus Indexed). 
  • Abdullateef, A. O., Mokhtar, S.S.M., & Yusoff, R. Z (2013). Linkages between CRM Practices, Knowledge Applications and First Call Resolution in inbound Call Centers. International Journal of Electronic Customer Relationship Management, 7(1), pp 68-86 (Scopus & ABDC Indexed – Published by Inderscience). 
  • Abdullateef, A. O & Salleh, S. M (2013). Does CRM influence Call Center Quality Performance? An empirical industry analysis. Total Quality Management & Business Excellence, 24(9), 1035– 1045 (ISI & ABDC Indexed – Published by Taylor and Francis). 
  • Abdullateef, A. O., Mokhtar, S.S.M., & Yussof, R. Z. (2011). The mediating effects of First Call Resolution on Call Centers' Performance. Journal of Database Marketing and Customer Strategy Management, 18 (1), 16–30 (Scopus & ABDC Indexed – Published by Palgrave Macmillan). 
  • Abdullateef, A. O., Mokhtar, S.S.M., & Yusoff, R. Z. (2011). The Strategic Impact of Technology Based CRM on Call Centers' Performance. Journal of Internet Banking and Commerce, 16 (1), 1-17 (Scopus & ABDC Indexed). 

Conference Presentation

  • Abdullateef, A. O & Jason Walker (2017). Conceptual framework for measuring the impact of class size on academic achievement in New Zealand’s higher institutions. A paper presented at the Advancing Excellence in Tertiary Education Management conference (ATEM, 2017) held at University of Otago, Wellington campus, New Zealand. 
  • Abdullateef, A. O (2016). Technology Implementations as Call Center’s Strategy to Mitigate Employee Intention to Quit. A paper presented at the British Academy of Management (BAM2016) Conference held in Newcastle University, United Kingdom. 
  • Abdullateef, A. O (2016). Outcome of a focus group interview on Linkages between Attrition Rate and Relationship Building Strategies. Australian & New Zealand Marketing Academy (ANZMAC2016) Conference held at University of Canterbury, Christchurch, New Zealand. 
  • Bart-Jeroen, V & Abdullateef, A. O (2016). Employee trust dynamics during organisational change: a context of merger between Waiariki Institute of Technology and Bay of Plenty Polytechnic. 30th Australian and New Zealand Academy of Management (ANZAM2016) Conference will be held at Queensland University of Technology, Brisbane, Australia. 
  • Abdullateef, A. O (2015). The Impact of Relationship Management Strategy Implementation on Intention to Quit in Malaysia Call Centers: A Pilot Study. A paper presented at the 29th Australian and New Zealand Academy of Management (ANZAM) Conference held at Millennium Hotel, Queenstown, New Zealand. 
  • Gelaidan, H. M & Abdullateef, A. O (2015). Entrepreneurial intentions of business students in Malaysia: the role of self-confidence, educational and relation support. HR Practices, Strategic and Entrepreneurial Challenges: Academic and Practitioners Views held at Pole Leonard DE Vinci, LA Defense Paris, France.
  • Abdullateef, A. O., Mokhtar, S.S.M., Yusoff, R. Z., & Ahmad, I. S (2013). Effects of Relationship Marketing Strategy on Call Centre’s Employee Intention to Quit: Evidence from Malaysia Call Centres. A paper presented at the International Conference on Marketing, Retailing and Entrepreneurship (INCOMAR, 2013 Scopus Indexed UiTM). 
  • Abdullateef, A. O (2013). Ethics and Morality of Customer Satisfaction Measurement in Islamic Banks. A paper presented at the 1st Insurance & Takaful International Symposium, 7-8 October, Puri Pujangga, University Kebangsaan Malaysia. 
  • Bukola, A. B & Abdullateef, A. O (2012). Are International Students Inbound Tourist? A paper presented at the 1st Tourism and Hospitality International Conference (THIC) held at De Palma Ampang Hotel, Kuala Lumpur.
  • Abdullateef, A. O., Mokhtar, S.S.M., & Yusoff, R. Z. Ahmad, I. S., Ahmad, A. (2012). The Impact of CRM Implementations on Employee Job Satisfaction and Attrition Rate: Evidence from Malaysia Call Centers. A paper presented at International Journal of Arts & Sciences’ (IJAS) International Conference for Academic Disciplines – Harvard University.

Postgraduate Supervision 

  • Xue Dong (27001453): Chinese tourists’ experience: Exploring the relationship between the satisfaction and loyalty with Rotorua as a destination in New Zealand (Main Supervisor - MSc in-progress, 2017). 
  • Jason Walker (27008496): Impact of class size on academic achievement in New Zealand’s higher institutions (Main Supervisor - MSc Completed, 2017). 
  • Rajesh Borawake (27026607): Store Image Attributes and Customer Satisfaction; A study of International students in Rotorua (Co-Supervisor - MSc Completed, 2017). 
  • Vosse Bart-Jeroen (20818473): Employee trust dynamics during organisational change: a context of merger between Waiariki Institute of Technology and Bay of Plenty Polytechnic (Main Supervisor - MSc Completed, 2016). 
  • Sadd Roseanne (10561255): Nursing students’ behaviours when using social network sites in Waiariki Bay of Plenty Polytechnic (Co-Supervisor - MSc Completed, 2016). 
  • Sangroula Nilam (27017592): An Analysis of Total Quality Management (TQM) Implementation and its Impact on the Performance of Small Businesses in Rotorua (Co-Supervisor - MSc Completed, 2016). 
  • Mata Tamariki (970010): An evaluation of nursing lecturers’ confidence to transfer knowledge into a bicultural curriculum following the completion of papers MAOR.5010 and MAOR.6010 at the department of nursing in Waiariki Bay of Plenty Polytechnic (Main Supervisor - MSc Completed, 2016). 
  • Abu Bakar Muhammad Mujtaba (93940): The impact of relationship marketing dynamics on customer satisfaction and loyalty in Nigerian retail banks: the role of culture and service recovery (Co-Supervisor - PhD Completed, 2015). 
  • Bashir Danlami (94649): The impact of customer relationship management (CRM) implementation on customer loyalty of telecommunication services in Nigeria (Co-Supervisor - PhD Completed, 2015). 
  • Kareem Olanrewaju (814155): The impact of customer relationship management implementations on employee job satisfaction and intention to quit (Main Supervisor - MSc 17 Completed, 2015).
  • Anisah Binti Abdul Ghani (812338): The impact of Business Students Perceptions and Attitude on Satisfaction with Online Learning Zone (Main Supervisor - MSc Completed, 2014). 
  • Ong Qi Hong (811089): Empirical analysis of sources of stress among business students: Evidence from University Utara Malaysia (Main Supervisor - MSc Completed, 2014). 
  • Nor Farhany Binti Ahmad (812387): The relationship between students’ attitude and subjective norm on their Intention to use mobile marketing services (Main Supervisor - MSc Completed, 2014). 
  • Ahmad Ibrahim Al Jumah (807917): The impact of CRM (customer orientation and technology based CRM) implementations on call center employee’s job performance: Evidence from Malaysia call centers (Main Supervisor - MSc Completed, 2011). 

Research Grants/Funding

  • Research Title: A cross-disciplinary comparison of the approach to developing work ready plus graduates

Awarded by: Ako Aotearoa National Centre for Tertiary Teaching Excellence
Value: $58,138 (excl. GST) 
Project team: Dr Qilong Zhang (Project Co-Leader and Principal Investigator), Dr David Gough (Project Co-Leader), Jon Sadler (Project Manager), Tina Mischewski (Careers Guidance), Joanne Hayes (Programme Investigator), Dr Aliyu Abdullateef (Programme Investigator), John Kelly (Programme Investigator), Debra Laraman (Programme Investigator), Megan Ruha (Programme Investigator), Dr Tepora Emery (Kaupapa Māori Advisor and Iwi Liaison), Ruth Barnes (Action Research Coordinator), Karoline Setu-Galo (Pasifika Liaison) 
Status: Ongoing

  • Research Title: The Impact of CRM Implementations on Employee Job Satisfaction and Intention to Quit: Evidence from Malaysia Call Centers

Awarded by: Malaysia Government through RIMC University Utara Malaysia in March, 2012
Value: RM61,000
Position: Principal Researcher
Status: Completed

Journal/Conference Editorial Membership 

  • 2016: International Conference on Accounting Studies (ICAS) 2016 
  • 2015: Journal of Business and Economics 
  • 2015: 7th International Conference on Business and Finance, Cape Town, South Africa 

Reviewer 

  • Journal of Knowledge Management Research & Practice 
  • South Africa’s National Research Foundation (NRF) 
  • Foundations of Management Journal 
  • Australian and New Zealand Academy of Management (ANZAM) Conference 
  • Australian & New Zealand Marketing Academy Conference 
  • International Conference on Accounting Studies 
  • 2nd Borneo Research Education Conference 
  • Journal of Economics 
  • Intellectual Discourse (Scopus Indexed) 
  • Journal of Educational Computing Research 
  • Journal of Internet Technology 
  • Malaysia Management Journal 
  • Journal of Human Ecology 
  • Asian Academy of Management Conference

Contact information