Customer Relationship Management Practices (CRM) and Guest Retention: A Hotel Industry Perspective - Couverture souple

Ngacha, Weru

 
9786202798488: Customer Relationship Management Practices (CRM) and Guest Retention: A Hotel Industry Perspective
Couverture souple
ISBN 10 : 6202798483 ISBN 13 : 9786202798488
Editeur : LAP LAMBERT Academic Publishing, 2020

Synopsis

The main purpose of this study was to carry out an assessment on customer relationship management in Hotel Industry in context of African countries and the effect this have on customer retention. Tourism and hospitality continue to gain impetus in these countries owing to the contribution to the economic development. The findings indicated that CRM practices have a significant effect on customer retention in hotels. However, the hotels in the region needed improvements relating to IT platforms supporting CRM strategy, enhanced staff management including empowering and training of staff on communication and service skills, improving service processes and pricing services appropriately to match customer value perceptions.

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Éditeur
LAP LAMBERT Academic Publishing
Date d'édition
2020
Langue
anglais
ISBN 10 
6202798483
ISBN 13 
9786202798488
Reliure
Broché
Nombre de pages
196
Coordonnées du fabricant
non disponible
Personne responsable
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