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Customer relationship management in small-medium enterprises: The case of Turkish tourism industry
Scopus
Toplam 128 atıf DOI
In this study, the factors influencing the implementation of customer relationship management (CRM) at small and medium-sized tourism enterprises in Cappadocia were analyzed. The findings of the research indicate that communication-distribution infrastructure, business dynamics, customer relations and innovation-quality factors affect CRM. Business dynamics plays an especially critical role in customer relations. It was also determined that the most important barriers to small and medium-sized enterprises (SMEs) in the tourism sector are inadequate supporting budgets, lack of senior management commitment to CRM and poor communication. © 2005 Elsevier Ltd. All rights reserved.
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Evaluation Of critical success factors for customer relationship management based on grey-dematel
Scopus