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Electronic Customer Relationship Management in Tourism

Electronic Customer Relationship Management in Tourism

Cenk Murat Koçoğlu, Merve Yıldırım Kalem
Copyright: © 2020 |Pages: 22
ISBN13: 9781799819899|ISBN10: 1799819892|EISBN13: 9781799819905
DOI: 10.4018/978-1-7998-1989-9.ch013
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MLA

Koçoğlu, Cenk Murat, and Merve Yıldırım Kalem. "Electronic Customer Relationship Management in Tourism." Handbook of Research on Smart Technology Applications in the Tourism Industry, edited by Evrim Çeltek, IGI Global, 2020, pp. 273-294. https://doi.org/10.4018/978-1-7998-1989-9.ch013

APA

Koçoğlu, C. M. & Yıldırım Kalem, M. (2020). Electronic Customer Relationship Management in Tourism. In E. Çeltek (Ed.), Handbook of Research on Smart Technology Applications in the Tourism Industry (pp. 273-294). IGI Global. https://doi.org/10.4018/978-1-7998-1989-9.ch013

Chicago

Koçoğlu, Cenk Murat, and Merve Yıldırım Kalem. "Electronic Customer Relationship Management in Tourism." In Handbook of Research on Smart Technology Applications in the Tourism Industry, edited by Evrim Çeltek, 273-294. Hershey, PA: IGI Global, 2020. https://doi.org/10.4018/978-1-7998-1989-9.ch013

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Abstract

Tourism companies, like other companies producing goods and/or services, practice different strategies to achieve competitive advantage and satisfy the needs and wants of customers/guests. The most important recent strategy is electronic customer relationship management (e-CRM). In today's competitive environment, a successfully implemented e-CRM enhances a customer centric culture that is key to tourism growth and competitive advantage. For tourism companies, e-CRM succeeds only if it is totally integrated strategically and operationally in the business and in the information system of the company. This chapter focuses on e-CRM concept, its importance in tourism, dimensions of e-CRM, major challenges of e-CRM and its opportunities for companies, its implementation in tourism, e-CRM Technologies used in tourism, e-CRM success factors, and the reasons of e-CRM failures.

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