CRM of Service Sector

Contributors
Name
Md. Abu Syeed
Md. Obaidullah Khan
Md.Sariful Islam
Md. Mahbubur
Rahman
Md. Solim Uddin
Sumaiya Kamal

ID
41324046
41325062
41325004
41324005
41325047
41324049

Overview
Service Sector
Impact of Technology
The Implementation
CRM, Performance and Marketing
Expectancy
Customer Perceived Quality and Satisfaction
Measuring E-service Quality
Impact of CSR

Service Sector and Technology

Growth
Technology
Customers perception

The Implementation
Precautions
Measuring Success
Top Management and Employees
Prevailing System
Replacing Traditional Business Process

CRM, Performance and

Marketing

Expectancies
Performance Expectancy
Effort Expectancy
Social Expectancy
Technological Fit

Customer Perceived Quality and

Satisfaction

Positive relationship
Modifying Customer Perception
Profitability

Measuring E-service Quality

Process Quality
Outcome Quality
Recovery

Impact of CSR
Consumer Behavior- Identifying themselves
with the Organization
Customer satisfaction Correlated to CSR
activity
Customer Loyalty

Summary
Service and Technology
Implementation
Impact of Customer perceived Quality
CRM Performance and Marketing
Evaluation of e-service quality
Impact of CSR