06.12.2012 Views

Implementing Customer Relationship Management in the Hotel Sector

Implementing Customer Relationship Management in the Hotel Sector

Implementing Customer Relationship Management in the Hotel Sector

SHOW MORE
SHOW LESS

You also want an ePaper? Increase the reach of your titles

YUMPU automatically turns print PDFs into web optimized ePapers that Google loves.

Marianna Sigala <strong>Customer</strong> <strong>Relationship</strong> <strong>Management</strong> <strong>in</strong> <strong>Hotel</strong>s<br />

Weill, P (1992), ‘The relationship between <strong>in</strong>vestment <strong>in</strong> IT and firm performance: a study of<br />

<strong>the</strong> valve manufactur<strong>in</strong>g sector’, Information Systems Research, vol. 3, no. 4, pp. 307-<br />

333.<br />

Wells, JD, William, LF & Choob<strong>in</strong>eh, J (1999), ‘Manag<strong>in</strong>g <strong>in</strong>formation technology for oneto-one<br />

customer <strong>in</strong>teraction’, Information & <strong>Management</strong>, vol. 35, no. 1, pp. 53 – 62.<br />

W<strong>in</strong>er, R (2001), ‘A framework for customer relationship management’, California<br />

<strong>Management</strong> review, vol. 43, no. 4, pp. 89 – 106.<br />

Zack, MH (1999), ‘Develop<strong>in</strong>g a knowledge strategy’, California <strong>Management</strong> Review, vol.<br />

41, no. 3, pp. 125 – 145.

Hooray! Your file is uploaded and ready to be published.

Saved successfully!

Ooh no, something went wrong!