واقع تبني مفهوم إدارة علاقات الزبون في الوكالات السياحية : دراسة استطلاعية حول الوكالات السياحية بولاية قسنطينة-الجزائر

الملخص EN

The aim of this research is to evaluate the extent to which the Customer Relationship Management concept (CRM) is successfully implemented in the travel agencies in Constantine.

First, we present a theoretical idea about CRM concepts and its success factors; travels agencies, it's services and CRM components in their activity.

We have used a descriptive analytical approach based on a questionnaire distributed over 27 travel agencies.

This study concluded that the travel agencies have adopted all CRM components: process, People, and TIC; to achieve the overall objectives of staying in a competitive environment.