Business Studies

Business Studies

The Role of Electronic Customer Relationship Management (E-CRM) on Luxury Hotels Performance in UK

Pages: 12  ,  Volume: 52  ,  Issue: 1 , May   2020
Received: 16 May 2020  ,  Published: 22 May 2020
Views: 36  ,  Download: 15

Authors

# Author Name
1 Dr. Umair Zahid
2 Dr. Junaid Khan

Abstract

Technology has changed the way of the organisations in performing their assigned tasks in an effective manner. Similarly, luxury hotel industry has also implied many technologies for successfully delivering its operations. From such technology, one use of technology is concerned with electronic customer relationship management (E-CRM). The use of E-CRM has increased the performance of the industry by performing computerised efforts of managing relationship with their target customers through social media applications. Further, the use of E-CRM has helped the luxury hotel industry in developing such offers that are specifically cater the needs of their target customers. Further, the research uses quantitative methods with primary data collection technique for collecting the responses from 250 respondents working in the luxury hotel industry and are using E-CRM services for developing and retaining the relationships with customers. The results of the research were developed through the implication of SPSS software where conducting descriptive, regression and correlation analysis were performed. The developed results accepted the alternative hypothesis of research that explains a positive relationship between the study variables. In the end, the research ends with recommendations for the future research. 

Keywords

  • LUXURY HOTELS
  • E-CRM
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