CRM and RQ as key factors in retail setting services in an economic crisis context. The case of trav...
CRM and RQ as key factors in retail setting services in an economic crisis context. The case of travel agencies
About this item
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Publisher
Berlin/Heidelberg: Springer Berlin Heidelberg
Journal title
Language
English
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Publication information
Publisher
Berlin/Heidelberg: Springer Berlin Heidelberg
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More information
Scope and Contents
Contents
Travel agencies face a generalized economic crisis. To establish and nourish a permanent relationship with clients can become the key for its survival. This work analyzes the effects of the actions of customer relationship management (CRM) on the perception of the quality of the relationship (RQ), as well as its consequences on loyalty, word of mou...
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Full title
CRM and RQ as key factors in retail setting services in an economic crisis context. The case of travel agencies
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Record Identifier
TN_cdi_proquest_journals_1733457207
Permalink
https://devfeature-collection.sl.nsw.gov.au/record/TN_cdi_proquest_journals_1733457207
Other Identifiers
ISSN
1862-8516
E-ISSN
1862-8508
DOI
10.1007/s11628-014-0244-z
