استكشاف ممارسة التسويق بالعلاقة في المؤسسات الفندقية المصنفة: دراسة مجموعة من الفنادق المصنفة بولاية سطيف

Abstract EN

The aim of this study is to investigate the practice of relationship marketing in classified hotel establishments in Setif, based on information collected through structured interviews with a group of managers of these classified hotels.

to achieve the objectives of this study, (6) interviews were analyzed using the qualitative analysis tool word clouds.

the results revealed the existence of relationship marketing practices in some of the studied classified hotels, including: communicating with customers, attending to their requirements and meeting them, as well as handling disputes to gain their trust, the study provided a set of recommendations to the managers.