search query: @indexterm Hotel and catering industry / total: 391
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| Author: | Piccoli, G. (et al.) |
| Title: | Customer Relationship Management - a driver for change in the structure of the U.S. lodging industry |
| Journal: | Cornell Hotel and Restaurant Administration Quarterly
2003 : AUG, VOL. 44:4, p. 61-73 |
| Index terms: | Customer relationship management (CRM) Hotel and catering industry USA |
| Language: | eng |
| Abstract: | The structure of U.S. lodging industry causes difficulties for successful Customer Relationship Management (CRM) for there are usually three parties with partially misaligned interests involved: the owner, the management company, and the brand. This article examines CRM and the data-ownership dilemma outlining several possible future scenarios finding a resolution. |
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