The role of Customer Relationship Management activities in the growth and expansion of hotel industry while finding out the gap between customer’s requirements and offered quality of services and products

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. Serving the customers, in true sense, is the need of the hour as the customer was, is and …