Customer Relations Management Applications in the Tourism Industry

2014 ◽  
pp. 334-341
Author(s):  
Burcu Pekduyurucu Aydın
Keyword(s):  
Customer Loyalty ◽  
Customer Relations ◽  
Tourism Industry ◽  
Customer Complaints ◽  
Customer Expectations ◽  
Front Office ◽  
Office Employees

In recent years, all information about customers can be shared with employees by customer relations management in tourism establishments, and accordingly, all customer expectations can be met. As a result, producing customer loyalty can be possible. Customer relations management applications in tourism establishments is crucial with regards to competing with other establishments. The most important factor for customers to be pleased with the tourism establishments and prefer the same establishment again is the qualities of front office employees who are directly in relation with customers because front office is the first department that customers interact with. Information about front office is provided and application circumstances of the front office are explained in this research. The population consists of managers of 4-star and 5-star hotels operating in Turkey. In this research, contributions of the front office employees in providing customer loyalty, preventing customer complaints, and customer relations applications of the establishment are examined.

Customer Relations Management Applications in the Tourism Industry

2014 ◽  
pp. 1228-1236 ◽  
Author(s):  
Burcu Pekduyurucu Aydın
Keyword(s):  
Customer Loyalty ◽  
Customer Relations ◽  
Tourism Industry ◽  
Customer Complaints ◽  
Customer Expectations ◽  
Front Office ◽  
Office Employees

In recent years, all information about customers can be shared with employees by customer relations management in tourism establishments, and accordingly, all customer expectations can be met. As a result, producing customer loyalty can be possible. Customer relations management applications in tourism establishments is crucial with regards to competing with other establishments. The most important factor for customers to be pleased with the tourism establishments and prefer the same establishment again is the qualities of front office employees who are directly in relation with customers because front office is the first department that customers interact with. Information about front office is provided and application circumstances of the front office are explained in this research. The population consists of managers of 4-star and 5-star hotels operating in Turkey. In this research, contributions of the front office employees in providing customer loyalty, preventing customer complaints, and customer relations applications of the establishment are examined.

scholarly journals A METACOGNITIVE DECISION MAKING BASED-FRAMEWORK FOR BANK CUSTOMER LOYALTY MEASUREMENT AND MANAGEMENT

2015 ◽  
Vol 21 (2) ◽  
pp. 280-300 ◽  
Author(s):  
Fernando A. F. FERREIRA ◽  
Marjan S. JALALI ◽  
Ieva MEIDUTĖ-KAVALIAUSKIENĖ ◽  
Bianca A. C. P. VIANA
Keyword(s):  
Best Practices ◽  
Customer Loyalty ◽  
Driving Force ◽  
Cognitive Maps ◽  
Current Economic Climate ◽  
Economic Climate ◽  
Banking Institutions ◽  
Front Office ◽  
Office Employees

Bank customer loyalty is becoming a priority concern for banking institutions, as a means of gradually increasing complementary margins and eliminating the lack of liquidity caused by the current economic climate. Following a top down process, this focus culminates at the branch level, where banks’ front office employees are seen as a driving-force for building customer loyalty. At the same time, however, the difficulty in identifying and operationalizing the factors or determinants that most contribute to creating and maintaining bank customer loyalty has long been recognized. In this sense, based on the integrated use of cognitive maps and measuring attractiveness by a categorical based evaluation technique (MACBETH), this study proposes a multiple criteria framework for bank customer loyalty measurement and management. The results show that our framework allows bank customers with higher rates of customer loyalty to be identified and, from a benchmarking perspective, indicates what best practices should be followed to boost long-term relationships. Implications for scholars and practitioners are discussed.

scholarly journals Strategi Relasi antara Franchisor dan Franchisee pada Usaha Waralaba Chifry

REPRESENTAMEN ◽  
2020 ◽  
Vol 6 (02) ◽  
Author(s):  
Monika Teguh ◽  
Jeremy Santoso ◽  
Sasha Kurnia Njotoharsojo
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Customer Relations ◽  
Qualitative Approach ◽  
Mutual Understanding ◽  
Case Study Method ◽  
Mutual Exchange ◽  
Increasing Trend ◽  
The Relationship

Franchise is a business license from the franchisor to the franchisee. The franchise business industry continues to show an increasing trend every year. One of the food franchise businesses that has successfully developed and has outlets in various cities in Indonesia is ChiFry. ChiFry has been established since 2015 and now has 27 outlets throughout Indonesia. This study aims to determine the relationship strategy of the franchisor with the franchisee in the ChiFry food business, where ChiFry within 4 years succeeded in opening 25 franchise branches. The research is based on customer relations theory because the franchisee is a customer of the franchisor. This research uses a descriptive qualitative approach with the case study method. The results of this study indicate that all elements of the relationship strategy at ChiFry such as commitment, communication, trust, respect, mutual understanding, confidentiality, and mutual exchange work well, thus encouraging customer satisfaction. This research also shows that when the franchisor meets aspects of customer satisfaction such as quality perception, perceived value, and handling complaints, it will create loyalty from the franchisee. Loyalty is manifested in the form of not breaking the contract of cooperation with the franchisor.Keywords : Customer Relations, Franchise, Relationship Strategy, Customer Satisfaction, Customer Loyalty

scholarly journals NECESSITY OF CUSTOMER LOYALTY FORMATION AND ITS PECULIARITIES IN THE TELECOMMUNICATION SERVICES

2019 ◽  
Vol 1 ◽  
pp. 142
Author(s):  
Iveta Linina ◽  
Velga Vevere ◽  
Rosita Zvirgzdina
Keyword(s):  
Customer Loyalty ◽  
Customer Relations ◽  
Loyalty Programs ◽  
Telecommunication Industry ◽  
Consumer Loyalty ◽  
Loyalty Program ◽  
Telecommunication Services ◽  
Corporate Loyalty ◽  
Time And Energy ◽  
To Receive

Everyday life is unimaginable without telecommunication services; they are the significant players in the national economy. All business activities, including the ones of telecommunication services, are directed towards the satisfaction of customers’ needs and wants, and hence towards the profit earning. This process, in its turn, entails the formation of different company/customer relations, where both parties want to gain something out of these relations. The company strives, first of all, to increase the turnover and profit, while the customer wants to receive the desired services, information and the proper attitude. These customer gains can be basis of the loyalty formation, that is very important for the company, because the process of attracting new consumers always involves spending money, time and energy. The goal of this work is to explore the loyalty formation process and its peculiarities in the telecommunication services. Based on the results of the study, it was found that the experts rated the offer of corporate loyalty programs at the lowest, then followed the service offer and the price, but slightly higher the service quality. The experts assigned the highest rating to the prestige of the service. Based on the low assessment of the experts in the telecommunication industry of the loyalty program offer, the authors propose the conceptual consumer loyalty model for the practical use.

Customer loyalty in Sabah full service restaurant

2019 ◽  
Vol 32 (7) ◽  
pp. 1407-1429 ◽  
Author(s):  
Phang Grace Ing ◽  
Ng Zheng Lin ◽  
Ming Xu ◽  
Ramayah Thurasamy
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Specific Model ◽  
Mediating Effect ◽  
Content Type ◽  
Behavioral Loyalty ◽  
Attitudinal Loyalty ◽  
Price Perception ◽  
Customer Expectations ◽  
Price Consciousness

Purpose Loyal customers are committed to repeat patronage, make business referrals and provide publicity for the business. However, rising customer expectations and price consciousness, advancement of technology, lack of product differentiation and consumer choices have posted more challenges for customer retention. The purpose of this paper is to examine the relationships between transaction specific characteristics (i.e. food quality, service quality, atmosphere, convenience and price perception), customer satisfaction and customer loyalty (behavioral and attitudinal loyalties) in the context of Sabah full-service restaurant. The mediating effect of customer satisfaction and moderating effect of customer innovativeness were also tested. Design/methodology/approach A total of 225 valid questionnaires was collected via purposive sampling method and analyzed using Smart-PLS software 3.0. Findings All transaction specific characteristics have positive influences on customer satisfaction with price perception as the strongest predictor. Satisfaction had stronger effect on behavioral loyalty as compared to attitudinal loyalty. The mediating effects of customer satisfaction were only found in some of the relationships. None of the moderating effects of customer innovativeness was significant. Originality/value Utilizing the value-percept theory and transaction specific model which combine the evaluations of service and product elements of the full-service restaurant, this study contributed to the better understanding of the relationships between transaction specific characteristics, customer satisfaction and customer loyalty. The examination of both attitudinal and behavioral loyalties provided valuable insights to practitioners and researchers in understanding full-service restaurant consumers’ repatronage intention, intention to spread positive words-of-mouth (WoM) and commitment.

Information technology and front office employees’ performance

2017 ◽  
Vol 29 (8) ◽  
pp. 2159-2177 ◽  
Author(s):  
Santiago Melián-González ◽  
Jacques Bulchand-Gidumal
Keyword(s):  
Information Technology ◽  
Task Performance ◽  
Critical Incident ◽  
Critical Incidents ◽  
Performance Model ◽  
Service Encounters ◽  
Content Type ◽  
Face To Face ◽  
Front Office ◽  
Office Employees

Purpose The aim of this paper is to analyze the role of information technology (IT) in the performance of front office employees in hotels. This is done by testing and analyzing up to what level the task performance content of receptionists depends on IT and by testing and analyzing up to what level the contents of the service encounters in which they participate depend on IT. Design/methodology/approach This paper includes in-depth interviews with 30 receptionists, using the job task performance model and the critical incident technique in the service encounter model. Findings IT takes part heavily in the task performance of front office workers, who rely on IT to get their job done. On the other hand, in service encounters, the value of the human presence is still high, and in most critical incidents, IT do not participate. Research limitations/implications The sample was located in the same destination with only two types of hotels. Practical implications The dependence of front office employees with IT is so high that some of the receptionists could be substituted by IT in the near future. However, human participation in satisfactory critical incidents is very high. Social implications Receptionists should get ready and trained taking into account that the value they provide is higher in tasks that are both not routine and in which face-to-face interactions take place. Originality/value Usually, front office employees are managed with human resources view, without taking into consideration specifically how IT has spread into the hospitality industry.

scholarly journals PELAKSANAAN PROGRAM CONTINUITY MARKETING DAN ONE TO ONE MARKETING DALAM UPAYA MENINGKATKAN LOYALITAS PELANGGAN ROYAL VANESSA HOTEL (Survei pada tamu repeat individu di Royal Vanessa Hotel Bengkulu)

2016 ◽  
Vol 3 (1) ◽  
pp. 451
Author(s):  
Gempur Perdana Adha Putra ◽  
Ariyo Bramantory
Keyword(s):  
Customer Loyalty ◽  
Hotel Industry ◽  
Secondary Data ◽  
Tourism Industry ◽  
Primary Data ◽  
Literature Study ◽  
Major Threat ◽  
Marketing Program ◽  
One To One ◽  
Corporate Profits

Indonesia’s tourism industry has developed very rapidly, it’s characterized by the increasing number of tourist both foreign tourists. Form of tourism businesses that are currently experiencing a fairly rapid increase in the hotel industry as tourism support facilities. Customer loyalty is important in the hotel industry. A decline loyalty in Royal Vanessa Hotel is seen from the decrease in occupancy rate repeat guests. Decrease in the level of loyalty is a major threat to the hotel industry because of the presence of this loyalty will decrease the thread indicated a decrease in corporate profits. If a decline in profit the company will have an impact on the company’s losses. Moreover, the adverse effect that will be received from the company is going to decrease the loss of customer loyalty that will turn to another hotel. So do implementation of continuity marketing and one to one marketing program in an effort to increase customer loyalty at the Royal Vanessa Hotel. Respondents of this study is a repeat guest Royal Vanessa Hotel. The method which is used in this research is descriptive and verifikatif, with the survey explanatory method and cross section approach. Sample size of 100 respondents from existing population by using the formula slovin. The data used are primary data and secondary data collected through observation, questionnaires, literature study and interviews. The purpose of this research was to determine how much influence the implementation of continuity marketing and one to one marketing program in an effort to increase customer loyalty at Royal Vanessa Hotel. The results of this study is that there is continuity of influence between the implementation of marketing programs and one to one marketing in an effort to increase customer loyalty at the Royal Hotel Vanessa. Smallest degree of influence in an effort to improve customer loyalty is to the implementation of marketing continuity program, it needs to be fixed by the Royal Hotel with fixing Vanessa Operational Standards (SOP) regarding the marketing continuity program and also the hotel in order to add the programs other than programs that has been done. Thus may increase the effects of the implementation of continuity marketing program in an effort to increase customer loyalty.

scholarly journals Socio-economic effects of electricity crisis and coping strategies

2019 ◽  
Vol 1 (2) ◽  
pp. 98-115
Author(s):  
Mary Acquaye Moore
Keyword(s):  
Coping Strategies ◽  
Tourism Industry ◽  
Economic Effects ◽  
Capital City ◽  
Operational Cost ◽  
Industrial Growth ◽  
Customer Complaints ◽  
Exit Costs ◽  
Electricity Crisis ◽  
And Coping

Ensuring there is regular supply of electricity to support industrial growth and development is a huge challenge for countries the world over. However, Ghana’s power supply challenges culminated into a four-year electricity crisis (2012-2016) that earned the name “dumsor,” meaning “on and off” in the Akan language. The crisis was different in its intensity, complexity, and reach from any previously recorded case. At its peak, a greater expanse of southern Ghana endured a load shedding schedule of 12 hours with electricity and 24 hours without electricity, with the capital city (Accra) being the worse affected. Heavy electricity consumers were among the hardest hit businesses since the dumsor did not only increase operational cost and reduce productivity but also resulted in significant withdrawal of investments. The narrative was progressively dismal for hotels because the industry has high entry and exit costs and their success and reputation is based on rendering quality services at a comparatively lower price. Thus, any compromise on their product results in disproportionate decline in patronage due to poor reviews and bad word-of-mouth. Given the above, a review of the socio-economic effects of dumsor on hotels and adopted coping strategies were needed to lay a framework to examine the effects of electricity crises on the tourism industry. Adopting a mixed- method approach, seventy-three (73) hotels in the Accra Metropolitan Area were engaged. The results reveal an increase in both operational cost and customer complaints. This brought about the adoption of diesel-fuelled generators as an immediate stop-gap measure to curb the crisis.

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