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گواهی نمایه سازی مقاله Knowledge Oriented Customer Relationship Management: An Application Model for Hotels Management

عنوان مقاله: Knowledge Oriented Customer Relationship Management: An Application Model for Hotels Management
شناسه (COI) مقاله: IRIMC04_092
منتشر شده در چهارمین کنفرانس بین المللی مدیریت در سال ۱۳۸۵
مشخصات نویسندگان مقاله:

Ali Sanayei - Assoc. Prof. University of Isfahan
Mahmood Gholami Karin - University of Isfahan

خلاصه مقاله:
One way of improving competitive advantage is attract more customers and increase customer retention. Customer relationship management (CRM) is an integrated approach to managing relationships by focusing on customer retention and relationship development. Knowledge management (KM) can help businesses collect customer information and further influence customer retention. KM is a prerequisite for CRM. Some few researches have been conducted on the link between KM and CRM within hospitality industry and hotels management. The purpose of this study is to develop a better understanding of KM impact on CRM in hotels management. This study pres ents a proposed model of knowledge oriented customer relationship management (KCRM) with 7Ps marketing mix framework for hotels management. Finally, points out to recommendations regarding the implementation KCRM in hotels management.

کلمات کلیدی:
Customer relationship management; Knowledge; Hospitality; Hotel.

صفحه اختصاصی مقاله و دریافت فایل کامل: http://www.civilica.com/Paper-IRIMC04-IRIMC04_092.html