In this day and age, customers are regarded as an article of trade. With the growth of Service Marketing, Customer Relationship Management (CRM) advanced and became popular in India. CRM became crucial to cope up with exceeding competitive global market. (CRM) in a bank bring about important phases such as incorporating the communication tools to meet the needs of customers, referring each cust...

Upselling is a common practice in business that is associated with high profit margin. Yet empirical evidence suggests that upselling is negatively correlated with customer satisfaction. In this paper, we study the relationship between upselling and customer satisfaction in the framework of sales agents’ incentive. On the one hand, sales representatives are motivated to upsell by the monetary i...

This paper examines satisfaction and loyalty in a virtual environment via an online survey of members of a frequent guest program of a major hotel chain. In contrast to the view that web customers are fickle and disloyal, the web does provide an additional channel to build relationships, deliver satisfaction and create or sustain loyalty. The results of this survey show that the more customers ...

Primitive emotional contagion has been proposed to explain why ‘service with a smile’ predicts encounter satisfaction. We provide a comprehensive test of this mechanism by examining mimicry and mood as mediators in service encounters, contrasted with a direct path through perceived service quality. Independent coders recorded the smiling strength of employees and customers at three points in ti...