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Write a research report on customer relationship management

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Reference no: EM13874018

Represent a Research Report on Customer Relationship Management and explain the major points:-

• Present this service organisation as a blueprint.

• What is the service organisation's front stage and back stage functions?

• What are the "moments of truth" for this service organisation?

• Show the determinants of satisfaction/dissatisfaction for this service organisation. Use relevant theories to also discuss service quality measurement (and quality gaps) in this organisation.

• Devise a service-recovery strategy plan for the service organization to deal with various critical incidents.

Reference no: EM13874018

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