Search results for "customer relationship management"
showing 10 items of 65 documents
Information and communication technologies in rural hotels
2010
There is a consensus about the beneficial effects of the applications of information and communication technologies (ICT) in several business contexts. Rural tourism companies have embraced these technological advances that have made a positive contribution to their quick expansion in recent years. Nevertheless, some technologies have received scarce attention from rural accommodation managers. The aim of this paper is to generate a conceptual framework on ICT development in the tourism market and, in particular, in rural accommodations. Thus, we aim at providing an overview of the main technological developments applied in this sector, analysing the level of ICT implementation in Spanish r…
A new communication approach for customer relationship management in the hotel industry
2014
“Visas uzņēmējdarbības pamatā ir attiecības. Uzņēmumam tikai tās saviem klientiem jāpadara uztveramas un jēgpilnas - ar nosacījumu, ka klienti to vēlas” (Grönroos 2007, 24 lpp.). Uzņēmuma spēja palielināt apgrozījumu, izmantojot efektīvu vadību attiecībās ar klientiem ir ļoti svarīga, lai pārvarētu ekonomisko nenoteiktību visā pasaulē. Jaunās digitālo mediju īpašības kopā ar milzīgu alternatīvo paņēmienu klāstu saziņai ar klientiem ir radījušas vadītājiem un akadēmiķiem gan iespējas, gan problēmas (Winer, 2009, 116. lpp.). Lai veiksmīgi realizētu klientu attiecību vadību, ļoti konkurētspējīgu tirgu, pieredzējušu un prasīgu klientu un pakalpojumu nozares specifikas dēļ viesnīcu uzņēmumiem ne…
Klientu attiecību pārvaldības sistēmu ieviešana MVU
2019
Pastāvot intensīvai konkurencei un ekonomiskai liberalizācijai, veicinot individuālas iniciatīvas un privāto sektoru, kā arī cenu liberalizācija kā svarīgs un papildinošs globalizācijas apstākļi un saskaņā ar jauniem datiem, mārketinga pieeju piemērošana ir neizbēgama bez efektīvas mārketinga. organizācijas var tikt pakļautas lieliem zaudējumiem, kas varētu izraisīt bankrotu un izstāšanos no tirgus. Vairāku desmitgažu laikā daudzi mārketinga jēdzieni un termini ir uzticējuši to kā galveno elementu organizāciju panākumiem un stratēģijām. Šie termini ir pazīstami tādiem mārketinga profesionāļiem kā klientu apkalpošana, klientu attiecības, lojalitātes klienti un, visbeidzot, klientu attiecību…
Classification of Target Markets and Features of Segmentation in Marketing Places
2008
This paper examines target markets and the strategy of marketing places as an economic instrument directed to the development of countries, regions, cities and towns. The authors give a classification of potential target markets of a territory and their characteristics on an example of Latvia.Markets’ segmentation for realizing the strategy of marketing places is of great value as it allows concentrating activity on the most perspective directions of territory development and on methods of particular group attraction. It gives an opportunity to work with separate categories of consumers, to make marketing policy more direct and more expressive, to promote competitiveness of a territory and …
Comparing the Capabilities of Mobile Platforms for Business App Development
2015
Businesses increasingly embrace the possibilities of mobile computing. While there is broad advice for app developers in general, development of apps for enterprises is hardly covered. Business apps support internal processes and contribute to customer relationship management. The heterogeneity of platforms for mobile devices makes development difficult. At the same time, companies seek to support several platforms with their apps to maximize customer acceptance and to support the platforms best suited for their employees. Aiming at improving the knowledge on business app development, we present a framework for assessing mobile platforms. For this purpose, we have developed a distinct set o…
Understanding moderating effects in increasing share-of-wallet and word-of-mouth : A case study of Lidl grocery retailer
2018
This study examines how five moderating variables (the length of the customer relationship, following a company in print media and on social media, remembering online advertisements, and the customer’s age) affect the relationships between perceived value and loyalty and satisfaction and loyalty in the grocery retailing sector. A series of hypotheses were developed and tested with a sample of 2,072 discount retailer customers in Finland. The results support all the direct effects hypotheses and show that perceived value and satisfaction both have a positive effect on loyalty, measured as a share of wallet and word of mouth and that the effect of perceived value tends to be stronger in the s…
Security, Reliability and Usability of mHealth Environments
2015
Mobile technologies confer mobility and autonomy on patients with the advantage of access to home care and health care services on demand. However, these benefits impose challenges to the future health care services. For instance, computation capacity of a conventional smartphone provides applications and services with sufficient power of calculation and automation to assist in daily life activities and medical purposes. Combined with a user-friendly interface, mobile technologies can be an easy and efficient manner to help people who are in a condition of cognitive deterioration or have a chronic disease which demands a close connection to near family members and/or to health care services.
Relational content of travel and tourism websites
2006
Developments in information technologies are having a far-reaching impact on the travel and tourism industry. This paper analyses the use of the internet as a relational tool for travel and tourism companies providing air travel and rent-a-car services. The empirical research results show the role the internet plays in increasing sales and how companies use different relational tools to gain consumer trust and commitment.
Global versus cultural approaches in public relationship management
2007
PurposeThe aim of this paper is to present and compare two approaches (the global and the cultural) to public relationship management and to argue by reference to different cases, why the cultural approach can be considered more effective in establishing good relationships in different national cultural contexts.Design/methodology/approachThe discussion identifies some of the limitations of recent thinking regarding the nature of a global public and the possibility to define and treat international publics as a global public in public relationship management. As validation of this claim, cases in the European context are presented to show that a cultural approach provides better interpretat…
An interaction orientation approach to SME-Intermediaries relationships
2021
Abstract Small and medium-sized enterprises (SMEs) engaging in foreign operations have drawn significant research attention in recent years. One of the aspects linked to such operations is SMEs’ expansion to foreign markets, often relying on local intermediaries. These intermediaries provide the firms with valuable resources such as market knowledge and recognition and reduce foreign operations’ costs. Hence, they are often considered as strategic partners. The current study aims to expand the existing knowledge regarding the relationships between business to business SMEs and their intermediaries by exploring interaction orientation as an organizational cultural aspect and its linkage to t…