کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
1013266 939176 2006 8 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
Customer relationship management in small-medium enterprises: The case of Turkish tourism industry
موضوعات مرتبط
علوم انسانی و اجتماعی مدیریت، کسب و کار و حسابداری استراتژی و مدیریت استراتژیک
پیش نمایش صفحه اول مقاله
Customer relationship management in small-medium enterprises: The case of Turkish tourism industry
چکیده انگلیسی
In this study, the factors influencing the implementation of customer relationship management (CRM) at small and medium-sized tourism enterprises in Cappadocia were analyzed. The findings of the research indicate that communication-distribution infrastructure, business dynamics, customer relations and innovation-quality factors affect CRM. Business dynamics plays an especially critical role in customer relations. It was also determined that the most important barriers to small and medium-sized enterprises (SMEs) in the tourism sector are inadequate supporting budgets, lack of senior management commitment to CRM and poor communication.
ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Tourism Management - Volume 27, Issue 6, December 2006, Pages 1356-1363
نویسندگان
, ,