| Tekijä: | Piccoli, G. (et al.) |
| Otsikko: | Customer Relationship Management - a driver for change in the structure of the U.S. lodging industry |
| Lehti: | Cornell Hotel and Restaurant Administration Quarterly
2003 : AUG, VOL. 44:4, p. 61-73 |
| Asiasana: | Customer relationship management (CRM) Hotel and catering industry USA |
| Kieli: | eng |
| Tiivistelmä: | 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. |
SCIMA