期刊名称：BOOK OF PROCEEDINGS OF KARLOVAC UNIVERSITY OF APPLIED SCIENCES
印刷版ISSN：1848-3038
出版年度：2012
卷号：2
期号：1
页码：113-123
出版社：VELEUČILIŠTE U KARLOVCU
摘要：The aim of this paper is to present some aspects of the field of customer relationship management and service quality, and facilitate the development of a methodological framework for service development. In the first part of this research customer relationship management will be presented, as aids in the establishment of today’s business practices. Presented research time is placed in the last ten years. In the context of the display of customer relationship management, a review of previous studies of service quality will be made, since the quality of service is one of the most frequently mentioned categories of business with clients, service users.
关键词：customer relationship management; service quality; service design
