Life Long Student

CUSTOMER RELATIONSHIP MANAGEMENT: A QUALITATIVE CROSS-CASE ANALYSIS IN THE UK AND SAUDI ARABIA

By Inass Ali

Thesis submitted for the degree of Doctor of Philosophy

Department of Management University of Stirling Stirling FK9 4LA, Scotland

August 2007

ACKNOWLEDGEMENTS

I would like to express my sincere gratitude to every person who contributed to my thesis at various stages of its research, analysis, formatting and compiling right up to its completion. First and foremost, I thank my supervisor, Mrs. Adrienne Curry, for her continuous and unfailing support during my years of work in the PhD program. Adrienne was always there to listen patiently and advise generously. She showed me the different ways in which I could approach and resolve research problems and taught me how to be persistent and dedicated in accomplishing my goals. She was always there beside me to discuss ideas, edit my work and ask the right questions to encourage me to think through my problems. She provided all the help which I could not do without during my data collection days. Without her help, I simply could not have gained access to the organizations I did in the UK. Second, I am duty bound to express my sincere gratitude to the Government of Saudi Arabia for providing me with the scholarship, without which it would have been impossible for me to fund my PhD studies. Third, I would like to thank my mother, Moazzaz Akbar, for her continuous moral support and my father, Syed Ali, for his encouragement and assistance in the proof reading and formatting of my thesis. Last but not the least, I owe sincerest thanks to my husband, Mohammad Miralam, for his unflinching support and extended patience during the long and tedious years of my work. I dedicate this thesis to Mom, Dad, Mohammad and my off-springs Retal, Meral, Lamar and Aubai.

ABSTRACT

The current study focuses on customer relationship management initiatives in different organizations and in different countries. A... [continues]

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