Customer Relationship Management in Small-Medium Enterprises: The Case of Turkish Tourism Industry
Yükleniyor...
Dosyalar
Tarih
2006
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Elsevier Sci Ltd
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
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.
Açıklama
Anahtar Kelimeler
customer relationship management (CRM), SMEs, tourism sector, factor analysis
Kaynak
Tourism Management
WoS Q Değeri
Q3
Scopus Q Değeri
Q1
Cilt
27
Sayı
Künye
Özgener, Ş., İraz, R., (2006). Customer Relationship Management in Small-Medium Enterprises: The Case of Turkish Tourism Industry. Tourism Management, (27), 1356-1363. Doi: 10.1016/j.tourman.2005.06.011
