CRM in the Context of Airline Industry: A Case Study of Mexican Airline

Riyad Eid and Mustafa Zaidi
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Riyad Eid: United Arab Emirates University, UAE
Mustafa Zaidi: University of Veterinary & Animal Sciences, Pakistan

International Journal of Customer Relationship Marketing and Management (IJCRMM), 2010, vol. 1, issue 2, 35-42

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.

Date: 2010
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Persistent link: https://EconPapers.repec.org/RePEc:igg:jcrmm0:v:1:y:2010:i:2:p:35-42

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