Factors affecting the successful implementation of customer relationship management in 3-to-5-star hotels in Viet Nam

Factors affecting the successful implementation of customer relationship management in 3-to-5-star hotels in Viet Nam

AbstractThe study aims to assess the factors affecting the successful implementation of customer relationship management (CRM), as well as the relationship between the successful implementation of CRM and customer loyalty, in 3-to-5-star hotels in Vietnam. The study carried out integrating 3 theorie...

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Bibliographic Details
Main Authors: Nguyen Viet Thai, Bui Thi Quynh Trang, Nguyen Le Dinh Quy, Nguyen Thi Quynh Huong, Vu Thi Thu Huyen
Format: Article
Language:English
Published: Taylor & Francis Group 2024-12-01
Series:Cogent Social Sciences
Subjects:
CRM
loyalty
hotels
Pier Luigi Sacco, Humanities, IULM University, Milano, Italy
Customer Relationship Management (CRM)
Asian Business
Online Access:https://www.tandfonline.com/doi/10.1080/23311886.2024.2316062

Internet

https://www.tandfonline.com/doi/10.1080/23311886.2024.2316062

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