Successful implementation of CRM in luxury hotels : determinants and measurements

Sarmaniotis, Christos/ Assimakopoulos, Costas/ Papaioannou, Eugenia/ Σαρμανιώτης, Χρήστος/ Ασημακόπουλος, Κώστας/ Παπαϊωάννου, Ευγενία


Institution and School/Department of submitter: ΤΕΙ Θεσσαλονίκης
Keywords: Customer relationship management (CRM);Hotels;Management attitudes towards customer‐centric orientation (MATCCO)
Issue Date: 2013
Publisher: Emerald Group Publishing Limited
Citation: Sarmaniotis, C., Assimakopoulos, C. & Papaioannou, E. (2013). Successful implementation of CRM in luxury hotels: determinants and measurements. EuroMed Journal of Business. 8(2):134-153.
Journal: EuroMed Journal of Business, vol. 8, no. 2, 2013
Abstract: Valid measurement scales for predicting the adoption of hoteliers’ customer‐centric orientation are in short supply. The present research develops and validates a new scale for a specific variable, i.e. Management Attitudes Towards Customer‐Centric Orientation (MATCCO). Furthermore, this research attempts to identify some broad determinants for a successful CRM system implementation and propose a research model depicting possible relationships among MATCCO, broad determinants and profit.
Description: Δημοσιεύσεις μελών--ΣΔΟ--Τμήμα Εμπορίας και Διαφήμισης,2013
URI: http://195.251.240.227/jspui/handle/123456789/4405
ISSN: 1450-2194
Other Identifiers: http://dx.doi.org/10.1108/EMJB-06-2013-0031
Item type: other
Submission Date: 2018-02-27T18:19:06Z
Item language: el
Item access scheme: free
Institution and School/Department of submitter: ΤΕΙ Θεσσαλονίκης
Appears in Collections:Δημοσιεύσεις σε Περιοδικά

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