CUSTOMER RELATIONSHIP MANAGEMENT ( CRM) IN HOTEL INDUSTRY : A FRAMEWORK PROPOSAL ON THE RELATIONSHIP AMONG CRM DIMENSIONS, MARKETING CAPABILITIES, AND HOTEL PERFORMANCE
Customer relationship management (CRM) has a growing popularity and is becoming one of the hottest academic and practical topics in the business field. In fact, due to the competitive environment, CRM is crucial and has become a niche for firm performance. However, there is limited research that rev...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
EconJournals
2012-01-01
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| Series: | International Review of Management and Marketing |
| Subjects: | |
| Online Access: | http://www.econjournals.com/index.php/irmm/article/view/297/pdf |