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An Evaluation on the Customer Relationship Management (Crm) & Service Marketing (Sm) with Special Reference to Emirates Airline”

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An Evaluation on the Customer Relationship Management (Crm) & Service Marketing (Sm) with Special Reference to Emirates Airline”
DISSERTATION

“AN EVALUATION ON THE CUSTOMER RELATIONSHIP
MANAGEMENT (CRM) & SERVICE MARKETING (SM) WITH
SPECIAL REFERENCE TO EMIRATES AIRLINE”

March 8, 2010

By:

YASIR ALI

0811866996244

Dissertation submitted
In the partial fulfillment of the requirement
For the degree of

MASTER OF
BUSINESS ADMINISTRATION
(FINANCE)

UNIVERSITY OF WALES, UK.
March 2010

Submitted by: YASIR ALI,

UNIVERSITY ID: 0811866996244

Dissertation Declaration Form

DECLARATION

This work has not previously accepted in substance for any degree and is not being concurrently submitted in candidature for any degree.

Signed……………………………………………. (Yasir)

Date………………………………………………..

STATEMENT 1

This work is the result of my own investigations, except where otherwise stated. Where the correction services have been used, the extent and nature of the correction is clearly marked in a footnote(s). Other sources are acknowledged by footnotes giving explicit references. A bibliography is appended. Signed……………………………………………. (Yasir)

Date………………………………………………..

STATEMENT 2

I hereby give consent for my work, if accepted, to be available for photocopying and for the inter- library loan, and the title and summary to be made available to outside organizations.

Signed……………………………………………. (Yasir)

Date………………………………………………..

2

“I dedicate this humble effort,
The fruit of my thoughts and study
To my affectionate Parents
Who send me for higher education
And encouraging me”

CONTENTS

PAGE

3

Acknowledgements

Abstract

Chapter One

Introduction

Purpose of Dissertation

1.1

Research Objectives

1.2

Main Source of Information

1.3

Dissertation Outline

1.4

7

8

9

10

13

13

14-15

Chapter Two

Literature Review

1.1 Introduction

1.2 Customer Relationship Management

2.2.1

2.2.2

2.2.3

2.2.4

2.2.5

2.2.6

Service Marketing

1.3

2.3.1

2.3.2

2.3.3

2.3.4

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