文章基本信息

标题：DEVELOPING THE MODEL OF CRM AND QFD IN THE BANKING INDUSTRY BY CUSTOMER PARTICIPATION IN SERVICE DELIVERY
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作者：Mohammad Ali Afshar Kazemi ; Alireza Poorebrahimi ; Negar Estemdad 等
期刊名称：European Journal of Business and Social Sciences
印刷版ISSN：2235-767X
出版年度：2014
卷号：3
期号：01
页码：137-145
出版社：European Society of Business and Social Sciences
摘要：Nowadays, organizations work based on network of relationships. From perspective of organizations, relationships provide a continual flow of profit and earnings in a long time, which lead to creating new business opportunities and increasing efficiency. Therefore, it is profitable to build a strong, positive and mutual relationship. The purpose of this paper is to develop an integrated model of Quality Function Deployment and Customer Relationship Management for service delivery in banking industry. The results of research show that the integration of Customer Relationship Management and Quality Function Deployment lead to an increase in their capability, as well as empowering Customer Relationship Management. The results show that, personnel monitoring and human resource management as the process parameters and the process control characteristics have the first priorities, respectively.
关键词：Customer Relationship Management; Quality Function Deployment;Service Delivery; Bank