Literature Review

Topics: Customer service, Customer relationship management, Bank Pages: 3 (889 words) Published: March 25, 2011
Literature Review Mr

CRM in Entertainment Services: A Comparative Study Between
Inox and Adlabs .

The major objective of this research was to determine the factors that constitute the base of customer relationship management (CRM) with respect to two multiplexes in Indore city (Inox and Adlabs). The results of this study can be of use for multiplex as well as single-screen theatres. It can also be perceived as a comparison of multiplex theatres vis-à-vis single-screen theatres. Customer Relationship management plays a very important role in determing the preferred choice of the any person in chosing a theatre. It involves using technology to organize, automate, and synchronize business processe most importantly the  sales activities, and also those related to the  marketing, customer service, and technical support. The overall goals are to find, attract, and win new clients, nurture and retain those the theatre already has, attract the previous customers back into foray, and reduce the costs of marketing and client service.The strategy to increase the CRM are to efficiently and innovatively use the resource of People , Processes and Technology.

This study aims at introducing one such pathfinder which could be widely used as a tool for appraisal and Review of the hotels based not only on the objective factors like physical facilities but also taking into consideration the subjective factors like customer interaction. Empirical study shows that the hotel service quality includes tangibility, responsiveness, reliability, assurance and empathy these five dimensions with 17 evaluation indicators for one hotel and 18 evaluation indicators for another hotel. Generally the factors to be considered while evaluating the hotel are the accessibility with which it is reachable.

A Comparative study of customer services in ICICI and SBI.
To study whether the customers are...
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