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Customer relationship management in small and medium sized hotels

Feiz, Setareh and Khalifah, Zainab and Ghotbabadi, Ali Ramezani (2012) Customer relationship management in small and medium sized hotels. In: Current Issues in Hospitality and Tourism Research and Innovations - Proceedings of the International Hospitality and Tourism Conference, IHTC 2012. Taylor & Francis Group, London, pp. 259-261. ISBN 978-041562133-5

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Official URL: https://www.researchgate.net/publication/281090027...


Applying some "beneficial technologies" on "Small and Medium Enterprises (SMEs)" will have crucial benefits in the structure of these enterprises. For this paper, Customer Relationship Management (CRM) would be as the technology and SMEs would be the small and medium sized hotels. Among all SMEs, CRM works so well especially in hotels because it helps them to understand their guests, show their appreciation to them, as well as to gather some useful practical data about their customers. These will enable the hotels to present better services to the guests in their next visit.The importance of recognizing the rightway of implementingCRM in small and medium sized hotels should always be considered by enterprises. This paper is about the importance of CRM and its different usages on SME hotels. Moreover, the challenges of SME hotels in implementing CRM will be discussed.

Item Type:Book Section
Additional Information:Indexed by Scopus
Uncontrolled Keywords:customer importance, customer relationship management, small and medium enterprises, small and medium sized hotels
Subjects:H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
ID Code:34540
Deposited On:14 Oct 2013 03:23
Last Modified:11 Sep 2017 04:06

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