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Customer Relationship Management Practices (CRM) and Guest Retention: A Hotel Industry Perspective - Softcover

Ngacha, Weru

 
9786202798488: Customer Relationship Management Practices (CRM) and Guest Retention: A Hotel Industry Perspective
Softcover
ISBN 10: 6202798483 ISBN 13: 9786202798488
Verlag: LAP LAMBERT Academic Publishing, 2020

Inhaltsangabe

The main purpose of this study was to carry out an assessment on customer relationship management in Hotel Industry in context of African countries and the effect this have on customer retention. Tourism and hospitality continue to gain impetus in these countries owing to the contribution to the economic development. The findings indicated that CRM practices have a significant effect on customer retention in hotels. However, the hotels in the region needed improvements relating to IT platforms supporting CRM strategy, enhanced staff management including empowering and training of staff on communication and service skills, improving service processes and pricing services appropriately to match customer value perceptions.

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Über die Autorin bzw. den Autor

Mr. Weru is an Assistant Lecturer in the area of Hospitality Management. Holder of  BSC. Degree in Hotel and Institutional Management (Maseno University), MBA in Management (University of Eastern Africa, Baraton and Master of Science (Kenyatta University) and a PhD student at Murang'a University of Technology.

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Verlag
LAP LAMBERT Academic Publishing
Erscheinungsdatum
2020
Sprache
Englisch
ISBN 10 
6202798483
ISBN 13 
9786202798488
Einband
Taschenbuch
Anzahl der Seiten
196
Kontakt zum Hersteller
Editorial Academica Espanola
customerservice@vdm-vsg.de

Brivibas gatve 197
Riga
1039
Lettland