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| Author: | Özgener, S. Iraz, R. |
| Title: | Customer relationship management in small-medium enterprises: the case of Turkish tourism industry |
| Journal: | Tourism Management
2006 : DEC, VOL. 27:6, p. 1356-1363 |
| Index terms: | customer relationship management (crm) factor analysis small and medium-sized enterprises (SMEs) tourism Turkey |
| Language: | eng |
| Abstract: | This paper examines the factors influencing the implementation of customer relationship management (CRM) at small and medium-sized tourism enterprises, in Cappadocia. The findings suggest that communication-distribution infrastructure, business dynamics, customer relations and innovation-quality factors affect CRM. It is also shown 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. |
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