Customer Relationship Management (CRM) In Small And Medium Tourism Enterprises: A Dynamic Capabilities Perspective

Customer Relationship Management (CRM) In Small And Medium Tourism Enterprises: A Dynamic Capabilities Perspective

Purpose – The objective of this study is to develop an integrated framework incorporating Customer Relationship Management (CRM) and Dynamic capabilities (DC) together for Tourism Small and Medium Enterprises (SMEs). Design – We reconcile theories from strategic management and marketing literatures...

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Bibliographic Details
Main Authors: Vu Minh Ngo, Drahomira Pavelkova, Quyen Phu Thi Phan, Ninh Van Nguyen
Format: Article
Language:English
Published: Faculty of tourism and hospitality management 2018-05-01
Series:Tourism and Hospitality Management
Subjects:
customer relationship management (crm)
small and medium enterprises (smes)
dynamic capabilities (dc)
competitive advantages
tourism industry
financial performance
Online Access:https://thm.fthm.hr/images/issues/vol24no1/11a_Ngo_Pavalkova_Phan_Nguyen.pdf

Internet

https://thm.fthm.hr/images/issues/vol24no1/11a_Ngo_Pavalkova_Phan_Nguyen.pdf

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