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.
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页数：6
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