Development of Customer Relationship Management in Small and Medium Tourism Enterprises: A Literature Review

被引：0

作者：

Vallabh, Dinesh ^{[1
]}

Radder, Laetitia ^{[2
]}

机构：

[1] Walter Sisulu Univ, Sch Tourism & Hospitality, East London, South Africa

[2] Nelson Mandela Metropolitan Univ, Dept Mkt, Port Elizabeth, South Africa

来源：

2014 11TH INTERNATIONAL CONFERENCE ON SERVICE SYSTEMS AND SERVICE MANAGEMENT (ICSSSM) | 2014年

关键词：

cross-functional; customer relationship management; development; organisations; small and mediumtourism enterprises;

D O I：

暂无

中图分类号：

TP [自动化技术、计算机技术];

学科分类号：

0812 ;

摘要：

Customer relationship management (CRM) has become an important strategy for keeping organizations focused on the needs of customers, improve service levels and customer satisfaction and foster long-term relationships with customers, which may result in organizational profits and sustainability. Globally, small and medium tourism enterprises (SMTEs) play a dominant role in the tourism industry, but CRM does not seem to be as well entrenched in SMTEs as in larger organizations. This paper traces the development of CRM, reviews its major components and proposes a cross-functional approach of particular relevance to SMTEs.

引用

页数：6

共 50 条

[1] CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN SMALL AND MEDIUM TOURISM ENTERPRISES: A DYNAMIC CAPABILITIES PERSPECTIVE
Vu Minh Ngo
Pavalkova, Drahomira
Quyen Phu Thi Phan
Ninh Van Nguyen
[J]. TOURISM AND HOSPITALITY MANAGEMENT-CROATIA, 2018, 24 (01): : 63 - 86
[2] Customer relationship management in small-medium enterprises:: The case of Turkish tourism industry
Ozgener, Sevki
Iraz, Rifat
[J]. TOURISM MANAGEMENT, 2006, 27 (06) : 1356 - 1363
[3] Knowledge management in small and medium enterprises: a structured literature review
Massaro, Maurizio
Handley, Karen
Bagnoli, Carlo
Dumay, John
[J]. JOURNAL OF KNOWLEDGE MANAGEMENT, 2016, 20 (02) : 258 - 291
[4] Social customer relationship management and business performance: Evidence from small and medium enterprises
Nurfarida, Iva Nurdiana
Sudarmiatin, Agus
Hermawan, Agus
Restuningdiah, Nurika
[J]. QUALITY-ACCESS TO SUCCESS, 2023, 24 (197): : 141 - 147
[5] Knowledge Management in Small and Medium Enterprises: Literature Review and Research Agenda
Valencia-Arias, Alejandro
Patino-Toro, Orfa Nidia
Vasquez Coronado, Manuel Humberto
Bernal, Olga-Velez
Zea Marquina, Elizabeth
[J]. SCIENTIFIC PAPERS OF THE UNIVERSITY OF PARDUBICE-SERIES D-FACULTY OF ECONOMICS AND ADMINISTRATION, 2024, 32 (01): : 1656
[6] Relationship between social responsibility and performance in small and medium enterprises: Literature review
Herrera Madueno, Jesus
Larran Jorge, Manuel
Martinez-Martinez, Domingo
[J]. CUADERNOS DE GESTION, 2013, 13 (02): : 39 - 65
[7] THE SUSTAINABLE TOURISM PROMOTED BY SMALL AND MEDIUM ENTERPRISES - BASIS OF THE TOURISM DEVELOPMENT
Tureac, Cornelia Elena
Turtureanu, Anca Gabriela
Bordean, Ioan
Grigore, Aurica
Modiga, Georgeta
[J]. SGEM 2009: 9TH INTERNATIONAL MULTIDISCIPLINARY SCIENTIFIC GEOCONFERENCE, VOL II, CONFERENCE PROCEEDING: MODERN MANAGEMENT OF MINE PRODUCING, GEOLOGY AND ENVIRONMENTAL PROTECTION, 2009, : 769 - 776
[8] Small and medium tourism enterprises
Wanhill, S
[J]. ANNALS OF TOURISM RESEARCH, 2000, 27 (01) : 132 - 147
[9] Exploring Social Customer Relationship Management Adoption in Micro, Small and Medium-Sized Enterprises
Marolt, Marjeta
Zimmermann, Hans-Dieter
Znidarsic, Anja
Pucihar, Andreja
[J]. JOURNAL OF THEORETICAL AND APPLIED ELECTRONIC COMMERCE RESEARCH, 2020, 15 (02): : 38 - 58
[10] Customer relationship management in small-medium enterprises: The case of science and technology parks of Iran
Fazlzadeh, Alireza
Tabrizi, Mostafa Moshiri
Mahboobi, Kazem
[J]. AFRICAN JOURNAL OF BUSINESS MANAGEMENT, 2011, 5 (15): : 6160 - 6168

← 1 2 3 4 5 →