UGC Approved Journal no 63975(19)

ISSN: 2349-5162 | ESTD Year : 2014
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Published in:

Volume 7 Issue 6
June-2020
eISSN: 2349-5162

UGC and ISSN approved 7.95 impact factor UGC Approved Journal no 63975

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Published Paper ID:
JETIR2006523


Registration ID:
234785

Page Number

1314-1326

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Title

A comparative analysis of CRM practices between budget, mid-market and premium Hotels of Odisha

Abstract

Customer Relationship Management (CRM) is presently one of the popular topics in the area of business strategy, information technology and marketing management. Firms that enclasp CRM, seek to provide accordant and personal customer service over time and across multiple touch points. Apparently, the hotel industry, with its focus on customer service and abundance of customer touch points, seems uniquely placed to take advantage of CRM. Customer Relationship Management differs from conventional marketing initiatives, while the latter take primarily a short-term, transaction approach, CRM focuses on maximizing revenue from each customer over the lifetime of the relationship by getting to know each one closely. The firm no longer markets to customers, but it promotes a relationship with them through programs that spreads marketing, operations, information systems, accounting and other organizational functions. Keeping these extensive issues in mind, this paper presents analysis and views on the customer relationship practices by different hotels of Odisha. The main objective of this paper is to compare CRM practices between budget, mid market and premium hotels in Odisha. Data collected from 112 hotels, on 20 CRM parameters and the respondents responded in a 1 to 5 scale to know the CRM practices. It was found that there is a difference between the factors upon which budget hotels and mid market and premium hotels focus.

Key Words

Customer Relationship Management, customer relationship practices, Hotel Industry, budget hotels, mid-market hotel, premium hotel

Cite This Article

"A comparative analysis of CRM practices between budget, mid-market and premium Hotels of Odisha", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.7, Issue 6, page no.1314-1326, June 2020, Available :http://www.jetir.org/papers/JETIR2006523.pdf

ISSN


2349-5162 | Impact Factor 7.95 Calculate by Google Scholar

An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 7.95 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator

Cite This Article

"A comparative analysis of CRM practices between budget, mid-market and premium Hotels of Odisha", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.7, Issue 6, page no. pp1314-1326, June 2020, Available at : http://www.jetir.org/papers/JETIR2006523.pdf

Publication Details

Published Paper ID: JETIR2006523
Registration ID: 234785
Published In: Volume 7 | Issue 6 | Year June-2020
DOI (Digital Object Identifier):
Page No: 1314-1326
Country: -, -, - .
Area: Engineering
ISSN Number: 2349-5162
Publisher: IJ Publication


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