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.