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, vol.28, no.1, pp.89-112, 2016 (SSCI, Scopus)

Publication Type: Article / Article
Volume: 28 Issue: 1
Publication Date: 2016
Doi Number: 10.1108/ijchm-04-2014-0176
Journal Name: INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT
Journal Indexes: Social Sciences Citation Index (SSCI), Scopus
Page Numbers: pp.89-112
Keywords: Marketing strategy, Organizational culture, Hotel industry, Customer relationship management (CRM), Chain hotel, International hospitality
Dokuz Eylül University Affiliated: Yes

Abstract

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.