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Key Issues in the Implementation of Electronic Customer Relationship Management in the Australian Hospitality and Tourism Sector

Key Issues in the Implementation of Electronic Customer Relationship Management in the Australian Hospitality and Tourism Sector

Chad Lin
Copyright: © 2012 |Pages: 25
ISBN13: 9781613500415|ISBN10: 1613500416|EISBN13: 9781613500422
DOI: 10.4018/978-1-61350-041-5.ch003
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MLA

Lin, Chad. "Key Issues in the Implementation of Electronic Customer Relationship Management in the Australian Hospitality and Tourism Sector." Global Hospitality and Tourism Management Technologies, edited by Patricia Ordóñez de Pablos, et al., IGI Global, 2012, pp. 27-51. https://doi.org/10.4018/978-1-61350-041-5.ch003

APA

Lin, C. (2012). Key Issues in the Implementation of Electronic Customer Relationship Management in the Australian Hospitality and Tourism Sector. In P. Ordóñez de Pablos, R. Tennyson, & J. Zhao (Eds.), Global Hospitality and Tourism Management Technologies (pp. 27-51). IGI Global. https://doi.org/10.4018/978-1-61350-041-5.ch003

Chicago

Lin, Chad. "Key Issues in the Implementation of Electronic Customer Relationship Management in the Australian Hospitality and Tourism Sector." In Global Hospitality and Tourism Management Technologies, edited by Patricia Ordóñez de Pablos, Robert D. Tennyson, and Jingyuan Zhao, 27-51. Hershey, PA: IGI Global, 2012. https://doi.org/10.4018/978-1-61350-041-5.ch003

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Abstract

The hospitality and tourism sector is one of fastest growing sectors in Australia and in the world. In order to become more efficient and effective in delivering products and services to customers via the use of ICT, hospitality and tourism organizations have to rethink the ways in which they build relationships with their customers by initiating electronic customer relationship management (eCRM) projects. Inappropriate eCRM decision-making and implementation can result in multi-million dollar losses, which can translate into a loss of competitiveness. Therefore, the case study approach was conducted to: (1) identify potential ICT costs and risk factors involved in eCRM initiatives in general; and (2) identify and examine key issues in the implementation of eCRM in the Australian hospitality and tourism sector. The contribution of this book chapter is two-fold. First, it offers hospitality and tourism executives with a more realistic insight about the impact of their eCRM investments on their business. Second, potential key issues, costs and risk factors associated with eCRM implementation are presented to assist these organizations in dealing with these challenges.

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