The role of electronic customer relationship management in tourism sector : a case study of the Egyptian travel agencies
Other Title(s)
دور إدارة العلاقة مع العملاء إلكترونيا في القطاع السياحي : دراسة حالة لشركات السياحة المصرية
Author
Source
Journal of Association of Arab Universities for Tourism and Hospitality
Issue
Vol. 11, Issue 2 (31 Dec. 2014), pp.123-136, 14 p.
Publisher
Suez Canal University Faculty of Tourism and Hotels
Publication Date
2014-12-31
Country of Publication
Egypt
No. of Pages
14
Main Subjects
Economics & Business Administration
Abstract EN
It is commonly accepted nowadays that knowing the customers is important for running successful e-business in tourism.
Electronic Customer Relationship Management (e-CRM) is a relatively new approach for travel agencies to manage and understand their customers in order to provide better quality products and services.
The purpose of this study is to highlight the important role of Electronic Customer Relationship Management for tourism sector in Egypt from the Egyptian travel agencies' viewpomt.
A survey approach was implemented to collect data from 350 respondents from travel agencies using a completed questionnaire technique.
The outcomes of the present study show that travel agencies in Egypt still need more efforts to achieve successful CRM, through the implementation of applications.
The study also describes the e-CRM models of interaction between tourism companies and their customers at both local and global levels.
It concludes that the e-CRM should be looked at as a basis for a company's competitive advantage and marketing, because it enables organizations to understand and capitalize on the knowledge they have about their customers with the aim of maximizing profitability.
American Psychological Association (APA)
Abd al-Warith, Marwah Fawzi. 2014. The role of electronic customer relationship management in tourism sector : a case study of the Egyptian travel agencies. Journal of Association of Arab Universities for Tourism and Hospitality،Vol. 11, no. 2, pp.123-136.
https://search.emarefa.net/detail/BIM-822043
Modern Language Association (MLA)
Abd al-Warith, Marwah Fawzi. The role of electronic customer relationship management in tourism sector : a case study of the Egyptian travel agencies. Journal of Association of Arab Universities for Tourism and Hospitality Vol. 11, no. 2 (Dec. 2014), pp.123-136.
https://search.emarefa.net/detail/BIM-822043
American Medical Association (AMA)
Abd al-Warith, Marwah Fawzi. The role of electronic customer relationship management in tourism sector : a case study of the Egyptian travel agencies. Journal of Association of Arab Universities for Tourism and Hospitality. 2014. Vol. 11, no. 2, pp.123-136.
https://search.emarefa.net/detail/BIM-822043
Data Type
Journal Articles
Language
English
Notes
Includes bibliographical references : p. 133-136
Record ID
BIM-822043