Effective and productive decisions are the mechanisms through which an organisation reduces the gap between actual and desired states, reaches new heights and indicates its present growth and success. As decision makers are constantly faced with complex, critical and challenging problems,...

A reliable and valid CRM (customer relationship management) index is developed in this paper. A standard methodology for scale development was followed; further to this the CRM index is developed through a case based method along with the customer and service provider weights. The findings clearly...