Linking CRM strategy, customer performance measures and performance in the hotel industry

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Linking CRM strategy, customer performance measures and performance in the hotel industry

Customer relationship management (CRM) has been increasingly adopted because of its benefits of greater customer satisfaction and loyalty, which in turn, leads to enhanced financial and competitive performance. This paper reports on a study that examines the relationship between CRM strategy and per...

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Bibliographic Details
Main Authors:	Abu Kasim, Nor Aziah, Minai, Badriyah
Format:	Article
Language:	English
Published:	Faculty of Economics and Management, Universiti Putra Malaysia 2009
Online Access:	http://psasir.upm.edu.my/id/eprint/39467/ http://psasir.upm.edu.my/id/eprint/39467/1/39467.pdf

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