The Dark Side of Customer Relationship Management in the Luxury Segment of the Hotel Industry

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The Dark Side of Customer Relationship Management in the Luxury Segment of the Hotel Industry

Today, service organizations are shifting their focus from transactional exchange to relational exchange for developing mutually satisfying relationship with customers. Extended relationships are reported to have a significant impact on transaction cost and profitability, and customer lifetime value...

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Bibliographic Details
Main Author:	Jaipuria, Akshay
Format:	Dissertation (University of Nottingham only)
Language:	English
Published:	2006
Subjects:	service quality gap model CRM Ritz-Carlton privacy issues
Online Access:	https://eprints.nottingham.ac.uk/20493/

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