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Implementation and Benefits of CRM in Hotel Industry: A comparative study ofClarion Collection hotel and Scandic hotel in Västerås
Mälardalen University, School of Business, Society and Engineering.
Mälardalen University, School of Business, Society and Engineering.
Mälardalen University, School of Business, Society and Engineering.
2015 (English)Independent thesis Basic level (degree of Bachelor), 180 HE creditsStudent thesis
Abstract [en]

This thesis is to identify the main factors that influence CRM implementation in Scandic hotel and Clarion hotel. Moreover, benefits of both hotels that can be reaped from using CRM. The result shows that CRM plays an important role in creating a long term successful to the hotels. But this can be achieved through considering major factors that influencing CRM implementation. CRM benefits also realized in both operational and strategic.

Place, publisher, year, edition, pages
2015. , 58 p.
Keyword [en]
CRM, CRM implementation, CRM benefits, Scandic hotel, Clarion hotel, CRM process in hotel
National Category
Social Sciences Business Administration
Identifiers
URN: urn:nbn:se:mdh:diva-28888OAI: oai:DiVA.org:mdh-28888DiVA: diva2:852653
Subject / course
Business Administration
Supervisors
Examiners
Available from: 2015-09-10 Created: 2015-09-09 Last updated: 2015-09-10Bibliographically approved

Open Access in DiVA

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