%0 Journal Article %1 Ozgener2006/12 %A Ozgener, Sevki %A Iraz, Rifat %D 2006/12 %J Tourism Management %K (CRM); Customer Factor SMEs; Tourism analysis management relationship sector; %N 6 %P 1356-1363 %T Customer relationship management in small-medium enterprises: The case of Turkish tourism industry %V 27 %X In this study, the factors influencing the implementation of customer relationship management (CRM) at small and medium-sized tourism enterprises in Cappadocia were analyzed. The findings of the research indicate that communication-distribution infrastructure, business dynamics, customer relations and innovation-quality factors affect CRM. Business dynamics plays an especially critical role in customer relations. It was also determined that the most important barriers to small and medium-sized enterprises (SMEs) in the tourism sector are inadequate supporting budgets, lack of senior management commitment to CRM and poor communication.

@article{Ozgener2006/12, abstract = {In this study, the factors influencing the implementation of customer relationship management (CRM) at small and medium-sized tourism enterprises in Cappadocia were analyzed. The findings of the research indicate that communication-distribution infrastructure, business dynamics, customer relations and innovation-quality factors affect CRM. Business dynamics plays an especially critical role in customer relations. It was also determined that the most important barriers to small and medium-sized enterprises (SMEs) in the tourism sector are inadequate supporting budgets, lack of senior management commitment to CRM and poor communication.}, added-at = {2008-08-31T18:03:07.000+0200}, author = {Ozgener, Sevki and Iraz, Rifat}, biburl = {https://www.bibsonomy.org/bibtex/29df51c690c09fce6746edd459422c4bf/jomiralb}, description = {Old biblio}, interhash = {4d2d85f6985e96913224930ba1107755}, intrahash = {9df51c690c09fce6746edd459422c4bf}, journal = {Tourism Management}, keywords = {(CRM); Customer Factor SMEs; Tourism analysis management relationship sector;}, number = 6, owner = {oriol}, pages = {1356-1363}, timestamp = {2008-08-31T18:03:20.000+0200}, title = {Customer relationship management in small-medium enterprises: The case of Turkish tourism industry}, volume = 27, year = {2006/12} }