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
“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