An empirical study of customer relationship management in the automotive service industry

In order to survive in the market, every company must prioritize the establishment of long-term, stable relationships with its customers. This is an important aspect in business development, as it is the customers who provide valuable feedback on the quality of the services received and indicate the direction in which the company is going. The present paper strives to address the need for maintaining this feedback loop by offering an empirical study that articulates the key aspects of customer service. The results of the research shed light on the customer sentiments, which helps the managers at the different management levels of the company to make informed decisions.