Journal of Hospitality Application and Research

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Determinants of Customer Relationship Management:A Study of Five Star and Five Star Deluxe Properties in NCR


Affiliations
1 Institute of Hotel & Tourism Management, MDU, Rohtak, Haryana, India
     

   Subscribe/Renew Journal


Hospitality industry is rapidly growing and the competition is also very aggressive. To increase the profitability sales has to be increased or the cost needs to be reduced or the other way out is to retain the profitable customers. So, to survive in the present scenario customer has turned out to be the most important asset and establishing and maintaining relationships with customers is an inevitable strategy. But there are many factors which play crucial role in customer relationship management. In the present study those factors/determinants have been identified by applying factor analysis. The five factors extracted from factor analysis are complaint handling and customer satisfaction, customer offers and customer information, hotel employee's behavior, customer needs and preference, customer treatment and feedback.

Keywords

Customer Needs, Marketing, Information System, Products and Services.
Subscription Login to verify subscription
User
Notifications
Font Size


  • Adam, A. S., Stalcup, L. D., & Lee, A. (2010). Customer relationship management for hotels in Hong Kong. International Journal of Contemporary Hospitality Management, 22(2), 139-159.

  • Almotairi, M. (2009). A framework for CRM success. Proceedings of the European and Mediterranean Conference on Information Systems, Izmir, Turkey, 13-14 July.

  • Dev, C. S., & Olsen, M. (2000). Marketing challenges for the next decade. Cornell Hotel and Restaurant Administration Quarterly, 41(1), 41-47.

  • Imhoff, C., Loftis, L., & Geiger, J. G. (2001). Building the customer centric enterprise: Data warehousing techniques for supporting customer relationship management. John Wiley & Sons, Inc New York.

  • Jarmafshari, M. A., Divandari, A., & Shahhoseini, M. A. (2016). Identifying strategic challenges of implementing customer relationship management in Iran’s banking industry Researcher, 8(4).

  • Kamath, V., Bhonsle, S., & Manjrekar, P. (2008). Customer relationship management: A key success factor in services marketing (A Case Study of Tourism (Hotel) Services in Navi Mumbai). Conference on Tourism in India – Challenges Ahead, 15-17 May 2, IIMK 214.

  • Kasim, A., & Minai, B. (2009). Linking CRM strategy, customer performance measure and performance in hotel industry. International Journal of Economics and Management, 3(2), 297-316.

  • Kim, H. W., & Pan, S. L. (2006). Towards a process model of information systems. Advances in Information Systems, 37(1), 59-76.

  • Kotler, P. (2002). When to use CRM and When to forget it!. Paper presented at the Academy of Marketing Science. Sanibel Harbour Resort and Spa, 30 May.

  • Lin, Y., & Su, H. (2003). Strategic analysis of customer relationship management: A field study on hotel enterprises. Total Quality Management, 4(6), 715-731.

  • Malhotra, N., & Ho, C.T.B. (2010). Factors and barrier affecting the implementation of CRM Taiwan banking industry. Supply Chain Management and Information Systems (SCMIS), 8th International Conference, 1-7.

  • Mele'ndez, A. P., & Moreno, A. G. (2013). Customer relationship management in hotels: Examining critical success factors. Current Issues in Tourism.

  • Olsen, M. D., & Connolly, D. J. (2000). Experience: Based travel. Cornell Hotel & Restaurant Administration Quarterly, 41(1), 30-40.

  • Padmavathy, C., Balaji, M. S., & Sivakumar, V. J. (2012). Measuring effectiveness of customer relationship management in Indian retail banks. International Journal of Bank Marketing, 30(4), 246-266.

  • Papaioannou, E., Sarmaniotis, C., Assimakopoulos, C., & Sotiriades, M. (2011). CRM systems employed in the hotel sector: a case of a Greek 5-star hotel. Proceedings of Advances in Hospitality and Tourism Marketing and Management, Istanbul, 19-24 June, pp. 408-413.

  • Payne, A., & Frow, P. (2005). A strategic framework for customer relationship management. Journal of Marketing, 69(4), 167-176.

  • Piccoli, G., Connor, P., Cappaccioli, C., & Alvarez, R. (2003). Customer relationship management: A driver for change in the structure of the US lodging industry. The Cornell Hotel and Restaurant Administration Quarterly, 4(1), 61-73.

  • Rahimi, R., & Gunlu, E. (2015). Implementing customer relationship in hotel industry from organizational culture perspective case of a chain hotel in UK. International Journal of Contemporary Hospitality Management, 25(1), 89-112.

  • Sigala, M. (2005). Integrating customer relationship management in hotel operations: managerial operational implication. International Journal of Hospitality Management, 24(3), 391-413.

  • Wu, S. I., & Li, P. (2011). The relationships between CRM, RQ and CLV based on different hotel preference. International Journal of Hospitality Management, 30, 262-271.


Abstract Views: 297

PDF Views: 5




  • Determinants of Customer Relationship Management:A Study of Five Star and Five Star Deluxe Properties in NCR

Abstract Views: 297  |  PDF Views: 5

Authors

Sanjeev Kumar
Institute of Hotel & Tourism Management, MDU, Rohtak, Haryana, India
Gunjan Malik
Institute of Hotel & Tourism Management, MDU, Rohtak, Haryana, India

Abstract


Hospitality industry is rapidly growing and the competition is also very aggressive. To increase the profitability sales has to be increased or the cost needs to be reduced or the other way out is to retain the profitable customers. So, to survive in the present scenario customer has turned out to be the most important asset and establishing and maintaining relationships with customers is an inevitable strategy. But there are many factors which play crucial role in customer relationship management. In the present study those factors/determinants have been identified by applying factor analysis. The five factors extracted from factor analysis are complaint handling and customer satisfaction, customer offers and customer information, hotel employee's behavior, customer needs and preference, customer treatment and feedback.

Keywords


Customer Needs, Marketing, Information System, Products and Services.

References