Key Issues in the Implementation of Electronic Customer Relationship Management in the Australian Hospitality and Tourism Sector

Relationship Management ◽

Customer Relationship ◽

Study Approach ◽

Tourism Sector ◽

Key Issues ◽

Hospitality And Tourism ◽

The hospitality and tourism sector is one of fastest growing sectors in Australia and in the world. In order to become more efficient and effective in delivering products and services to customers via the use of ICT, hospitality and tourism organizations have to rethink the ways in which they build relationships with their customers by initiating electronic customer relationship management (eCRM) projects. Inappropriate eCRM decision-making and implementation can result in multi-million dollar losses, which can translate into a loss of competitiveness. Therefore, the case study approach was conducted to: (1) identify potential ICT costs and risk factors involved in eCRM initiatives in general; and (2) identify and examine key issues in the implementation of eCRM in the Australian hospitality and tourism sector. The contribution of this book chapter is two-fold. First, it offers hospitality and tourism executives with a more realistic insight about the impact of their eCRM investments on their business. Second, potential key issues, costs and risk factors associated with eCRM implementation are presented to assist these organizations in dealing with these challenges.

The impact of e-procurement systems on customer relationship management: a multiple case study

International Journal of Procurement Management ◽

10.1504/ijpm.2009.024814 ◽

2009 ◽

Vol 2 (3) ◽

pp. 314 ◽

Cited By ~ 9

Author(s):

Alan D. Smith

Keyword(s):

Relationship Management ◽

Multiple Case Study ◽

Customer Relationship ◽

Multiple Case ◽

The Impact of E-Commerce Customer Relationship Management in Business-to-Consumer E-Commerce

Strategic Information Systems ◽

10.4018/978-1-60566-677-8.ch132 ◽

2011 ◽

pp. 2099-2111

Author(s):

Pauline Ratnasingam

Keyword(s):

Relationship Management ◽

Customer Relationship ◽

Future Research ◽

Integrated Framework ◽

Exploratory Case Study ◽

Business To Consumer ◽

The Impact ◽

Practical Implications

The growth of business-to-consumer (B2C) ecommerce has gained a lot of attention among SMEs. Most B2C firms are turning their attention on how to retain new customers and are left in a situation to compete with larger firms. This paper aims to examine the impact of E-Commerce Customer Relationship Management (ECCRM) in a small business firm that engages in B2C ecommerce. Drawing upon the theories of customer relationship management, e-commerce, trust and loyalty, we develop an integrated framework of ECCRM model to illustrate the impact of the hard and soft factors that reflect the level of transactional and relational components of communication thereby impacting the customers shopping time lifecycle experiences. We develop a number of hypotheses to facilitate testing of the framework via an exploratory case study. We then discuss the findings of the integrated framework leading to theoretical and practical implications of this study and directions for future research.

The Impact of Customer Relationship Management and its Significant Relationship to Customers’ Satisfaction in Cooperative Banking (A Case Study of Kangra Central Co-operative Bank)

Global Journal of Enterprise Information System ◽

10.18311/gjeis/2017/15924 ◽

2017 ◽

Vol 9 (2) ◽

pp. 59 ◽

Cited By ~ 1

Author(s):

Manvinder Singh Tandon ◽

Narender Nath Sharma ◽

Vipan Kumar Bhulal

Keyword(s):

Customer Service ◽

Traditional Method ◽

Customer Relations ◽

Relationship Management ◽

Business Environment ◽

Customer Relationship ◽

Business Organization ◽

Customer relationship management is the durable and the most effective approach in maintaining and creating relationship with customers. Once this personal and emotional relationship is built, it is very easy for any organization to identify the actual needs of customer and help them to serve them in a better way. Business organization would not flourish until and unless their customers are happy; this is the reason, why Customer Relationship Management (CRM) is so important? In the present competitive business environment attracting and retaining customers is a challenging task for business organization. To grow, businesses do any only need to attract new customers but also to hold on to existing customers. CRM facilitates organization not only to gain customers but also to retain them. It focuses on improving sales and productivity by effectively catering to customer demands, queries and complaints. Though the traditional method of maintaining good customer relations is still being used yet the importance of CRM cannot be neglected. The more effectively a business can use information about its customer to meet their needs the more profitable it would be for the organization. Companies can provide excellent customer service if they are aware about their customers’ needs and react to those needs effectively. CRM helps you to understand, anticipate and respond to your customers’ needs and react in a consistent way. The paper analyses how organization use CRM as a technique to gain business distinction.

The Impact of Customer Relationship Management on Tourist Satisfaction: The Case of Radisson Blue Resort in Aqaba City

Journal of Environmental Management and Tourism ◽

10.14505//jemt.v9.2(26).02 ◽

2018 ◽

Vol 9 (2) ◽

pp. 227 ◽

Cited By ~ 2

Author(s):

Omar Abedalla ALANANZEH ◽

Ra'ed MASA'DEH ◽

Omar JAWABREH ◽

Ali Al MAHMOUD ◽

Randa HAMADA

Keyword(s):

Relationship Management ◽

Customer Relationship ◽

Tourist Attractions ◽

Tourist Satisfaction ◽

First Case ◽

Significant Difference ◽

Front Office ◽

Aims: This paper aims at investigating the effects of customer relationship management in terms of tourist attractions and facilities, outlets (F&B), and front office services on tourist satisfaction. Design: A total of 136 questionnaires containing 34 items was used to collect information from tourists in Radisson resort in Aqaba city located in Jordan. Multiple regression analysis was conducted to test the research hypotheses. Findings: Results of the current study revealed that there is a significant impact of tourist attractions and facilities, and front office services on tourist satisfaction, whereas outlets (F&B), has no significant impact on it. Results of T-test showed that there is no significant difference in the impact of tourist satisfaction that in favor of gender. Also, results of ANOVA test indicated that there is no significant difference in the impact of tourist satisfaction that can be attributed to age, occupation, educational level, the purpose of the visit, holiday booked a date and a number of previous visits. Implications: this study will contribute a better understanding of tourist’s satisfaction through proper customer relationship management in terms of tourist facilities, outlets, and front office services. Originality: This study is considered the first case study that links tourist satisfaction with the prober management of the hotel facilities and outlets

The Impact of E-Commerce Customer Relationship Management in Business-to-Consumer E-Commerce

Business Information Systems ◽

10.4018/978-1-61520-969-9.ch095 ◽

2010 ◽

pp. 1543-1559

Author(s):

Pauline Ratnasingam

Keyword(s):

Relationship Management ◽

Customer Relationship ◽

Future Research ◽

Integrated Framework ◽

Exploratory Case Study ◽

Business To Consumer ◽

The Impact ◽

Practical Implications

The growth of business-to-consumer (B2C) e-commerce has gained a lot of attention among SMEs. Most B2C firms are turning their attention on how to retain new customers and are left in a situation to compete with larger firms. This paper aims to examine the impact of E-Commerce Customer Relationship Management (ECCRM) in a small business firm that engages in B2C e-commerce. Drawing upon the theories of customer relationship management, e-commerce, trust and loyalty, we develop an integrated framework of ECCRM model to illustrate the impact of the hard and soft factors that reflect the level of transactional and relational components of communication thereby impacting the customers shopping time lifecycle experiences. We develop a number of hypotheses to facilitate testing of the framework via an exploratory case study. We then discuss the findings of the integrated framework leading to theoretical and practical implications of this study and directions for future research.

Analisis Implementasi Customer Relationship Management dan Marketing Public Relations terhadap Nilai Pelanggan dan Dampaknya terhadap Loyalitas Pelanggan: Studi Kasus Grand Tropic Suites’ Hotel

Binus Business Review ◽

10.21512/bbr.v3i1.1339 ◽

2012 ◽

Vol 3 (1) ◽

pp. 513

Author(s):

Natalia Natalia ◽

Cooky Tri Adhikara ◽

Shirley Agusthina

Keyword(s):

Public Relations ◽

Customer Loyalty ◽

Relationship Management ◽

Management Program ◽

Customer Relationship ◽

Business World ◽

Customer's Loyalty ◽

The impact of the globalization resulted in the business world being colored by the increase of high competition. Because of that the perpetrators of the business must continue to maintain the continuity of his business and to try to look for the opportunity by making use of the superiority that was owned. One of the methods that could be followed was constructive the customer's loyalty by maintaining the available customer so as they were loyal and did not move to the other competitor. Therefore, it is important for the company to create the value of the superior for the customers. The case study was about Customer Relationship Management program (CRM) and Marketing Public Relations (MPR) that was carried out by Grand Tropic Suites’ Hotel to create the value of the superior of the customers where being expected with this superior value to be able to affect the customer to loyal to the Hotel. The aim of this research was to analyze the implementation of Customer Relationship Management programs (CRM) and Marketing Public Relations (MPR) towards the Perceived Value and it impact towards Customer Loyalty.

The Role of Electronic Customer Relationship Management in Tourism Sector: A Case Study of the Egyptian Travel Agencies

Journal of Association of Arab Universities for Tourism and Hospitality ◽

10.21608/jaauth.2014.57120 ◽

2014 ◽

Vol 11 (2) ◽

pp. 123-136

Author(s):

Marwa Abdel Warith

Keyword(s):

Relationship Management ◽

Customer Relationship ◽

Tourism Sector ◽

Travel Agencies

Customer Relationship Management in Tourism in the Digitalization Process

10.4018/978-1-7998-8306-7.ch010 ◽

2022 ◽

pp. 190-213

Author(s):

İsmail Çalık

Keyword(s):

Customer Satisfaction ◽

Business Performance ◽

Success Factors ◽

Relationship Management ◽

Customer Relationship ◽

Tourism Sector ◽

The Impact ◽

The Relationship ◽

Customer Satisfaction And Loyalty

Thischapter aimed to explicate CRM concept along with its distinct dimensions. Following the explanation of the denotation, evolution, and types of the CRM concept, the benefits of CRM, success factors, and possible causes for downfall are discussed. Another section of the chapter considers the role and evolution of CRM in the digitization process. This part introduces the reader to the concepts of E-CRM and SCRM that arose during the process, as well as the success conditions and essential aspects of these approaches. This section examines the relationship between customer satisfaction and loyalty in the tourism sector, the impact of CRM on business performance, and CRM applications in the context of destination management. In the last part, CRM practices and approaches in Turkey were discussed in terms of destination management and tourism businesses, and some applications and modules employed in the digitalization process are included.