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How to create loyal visitors in hotel businesses
Kristianstad University, School of Health and Society.
Kristianstad University, School of Health and Society.
2011 (English)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

The purpose of this research paper is to provide an understanding for organizational factors effect on Customer Relationship Management (CRM) in the hotel business and then investigate CRM activities effect on loyalty among business travelers. An analysis of 163 questionnaires gathered from hotels in Sweden resulted in two main findings. (1) Organizational factors such as: size, strategy, and maturity of information system affect CRM activities where the development of a customer loyalty strategy affects CRM activities the most. (2) CRM activities as: bonus cards, service customization, free-gifts, and convenient check in/check outs affect loyalty where service customization affects loyalty the most. Hence, different organizational preferences and certain CRM activities are preferable as hotels strive to create loyalty among business travelers.

Place, publisher, year, edition, pages
2011. , 20 p.
Keyword [en]
Customer Relationship Management, Organizational factors, loyalty, business traveler
National Category
Business Administration
URN: urn:nbn:se:hkr:diva-8373OAI: diva2:430275
Educational program
Degree of Bachelor of Science in Business and Economics
Social and Behavioural Science, Law
Available from: 2011-09-02 Created: 2011-07-07 Last updated: 2011-09-02Bibliographically approved

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