Review article

Customer Relationship Management and Service Quality

KORNELIJA SEVEROVIĆ ; PRIVREDNA BANKA ZAGREB
ŽELJKO MARTIŠKOVIĆ ; PRIVREDNA BANKA ZAGREB
ANA-MARI HORŽIN

Abstract

The aim of this paper is to present some aspects of the field of customer relationship management and service quality, and facilitate the development of a methodological framework for service development. In the first part of this research customer relationship management will be presented, as aids in the establishment of today’s business practices. Presented research time is placed in the last ten years. In the context of the display of customer relationship management, a review
of previous studies of service quality will be made, since the quality of service is one of the most frequently mentioned categories of business with clients, service users.

Keywords

customer relationship management; service quality; service design

Hrčak ID:

87540

URI

https://hrcak.srce.hr/87540

Publication date:

20.8.2012.

Article data in other languages: croatian

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