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Dhillon, Dr. Jaskaran Singh; Joshi, Madhur; Verma, Ramita (2012)
Publisher: Journal Of Business Management & Social Sciences Research
Journal: Journal Of Business Management & Social Sciences Research
Languages: English
Types: Article
Subjects: Hospitality Management; Customer Relationship Management, Business Management, Indian Hospitality; Customer loyalty; Customer Relationship Management; Customer oriented information system.
Increasing occupancy rates and revenue by improving customer experience is the aim of modern Indian hospitality organizations. To achieve these results, hotel managers need to have a deep knowledge of customers needs, behavior, and preferences and be aware of the ways in which the services delivered create value for the customers and then stimulate their retention and loyalty. In this article a methodological framework to analyze the guesthotel relationship and to profile hotel guests is discussed, focusing on the process of designing a customer information system and particularly the guest information matrix on which the system database will be built.
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