IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT ON THE PERFORMANCE OF HOSPITABILITY INDUSTRY IN NIGERIA
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There has
been growing interest in CRM in recent years in business and other fields of
study and practice (Balaram&Adhikari, 2010; Becker et al., 2009;
Dimitriadis& Steven, 2008; Ozgener&Iraz, 2006). The concept of CRM has
grown over the years in explaining loyalty of customers to a particular
business. Various studies on CRM have established that the establishment of a
good relationship with clients is the mainstay of having loyal customers that
bring much business than non-loyal customers (Dowling, 2002).
The hospitality industry is growing with
an increase in revenue generations year by year which is a sign of positive
growth. Globalization is one of the main factors for this tremendous growth.
Therefore realizing the huge potential of hospitality revenues, the state
governments of India have already entered into the fray competing among
themselves as well as with private agencies and are promising the very best in
terms of infrastructure, services to the tourists and customers.
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Prince, S (2020). IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT ON THE PERFORMANCE OF HOSPITABILITY INDUSTRY IN NIGERIA. Afribary.com: Retrieved March 05, 2021, from https://afribary.com/works/impact-of-customer-relationship-management-on-the-performance-of-hospitability-industry-in-nigeria-1
Samuel C N, Prince. "IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT ON THE PERFORMANCE OF HOSPITABILITY INDUSTRY IN NIGERIA" Afribary.com. Afribary.com, 30 Jan. 2020, https://afribary.com/works/impact-of-customer-relationship-management-on-the-performance-of-hospitability-industry-in-nigeria-1 . Accessed 05 Mar. 2021.
Samuel C N, Prince. "IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT ON THE PERFORMANCE OF HOSPITABILITY INDUSTRY IN NIGERIA". Afribary.com, Afribary.com, 30 Jan. 2020. Web. 05 Mar. 2021. < https://afribary.com/works/impact-of-customer-relationship-management-on-the-performance-of-hospitability-industry-in-nigeria-1 >.
Samuel C N, Prince. "IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT ON THE PERFORMANCE OF HOSPITABILITY INDUSTRY IN NIGERIA" Afribary.com (2020). Accessed March 05, 2021. https://afribary.com/works/impact-of-customer-relationship-management-on-the-performance-of-hospitability-industry-in-nigeria-1