Abstract
The airline industry is known as high-tech industry that leads other business sectors, serving as a technological role-model. This paper proposes a conceptual model for Customer Relationship Management (CRM) implementation in the airline industry, using a case study of a Mexican airline. The authors provide new theoretical grounds for studying the CRM. This study is an empirical assessment of the CRM model and also assesses the basic phases of the CRM implementation which are 1) Information Phase, 2) Trust Phase and 3) Objectives Phase.
| Original language | English |
|---|---|
| Title of host publication | Successful Customer Relationship Management Programs and Technologies |
| Subtitle of host publication | Issues and Trends |
| Publisher | IGI Global |
| Pages | 93-100 |
| Number of pages | 8 |
| ISBN (Electronic) | 9781466602892 |
| ISBN (Print) | 9781466602885 |
| DOIs | |
| Publication status | Published - Jan 1 2012 |
| Externally published | Yes |
ASJC Scopus subject areas
- General Economics,Econometrics and Finance
- General Business,Management and Accounting
- General Engineering
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