Implementing Customer Relationship Management (CRM) in hotel industry from organizational culture perspective Case of a chain hotel in the UK

Rahimi, Roya; GÜNLÜ KÜÇÜKALTAN, EBRU

doi:10.1108/ijchm-04-2014-0176

Implementing Customer Relationship Management (CRM) in hotel industry from organizational culture perspective Case of a chain hotel in the UK

Rahimi R., GÜNLÜ KÜÇÜKALTAN E.

INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, cilt.28, sa.1, ss.89-112, 2016 (SSCI, Scopus)

Yayın Türü: Makale / Tam Makale
Cilt numarası: 28 Sayı: 1
Basım Tarihi: 2016
Doi Numarası: 10.1108/ijchm-04-2014-0176
Dergi Adı: INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT
Derginin Tarandığı İndeksler: Social Sciences Citation Index (SSCI), Scopus
Sayfa Sayıları: ss.89-112
Anahtar Kelimeler: Marketing strategy, Organizational culture, Hotel industry, Customer relationship management (CRM), Chain hotel, International hospitality
Dokuz Eylül Üniversitesi Adresli: Evet

Özet

Purpose - The purpose of this research is to empirically investigate the impact of organizational culture on implementing customer relationship management (CRM) in the hotel industry.