The Role of Information Technology and Customer Relationship Management Practices in Egyptian Hotels— A Descriptive Study in Sharm El Sheikh Hotels: IT and CRM Practices in Egyptian Hotels

Nancy Awadallah Awad and Sherif Gamal Saad
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Nancy Awadallah Awad: Sadat Academy for Management Sciences, Department of Computer and Information Systems, Cairo, Egypt
Sherif Gamal Saad: Faculty of Tourism and Hotel Studies, Mansoura University, Mansoura, Egypt

International Journal of Online Marketing (IJOM), 2019, vol. 9, issue 4, 47-63

Abstract: Information technology plays a significant role in the practice of customer relationship management (CRM) in hotels, such as helping to achieve profitability through operational excellence, lower costs, and valuing the customer's time. This research aims to examine the influence of information technology and customer relationship management practices on the performance of hotels in Egypt a case of Sharm El Sheikh hotels. To achieve these objectives, two questionnaires were designed to collect respondent's answers. It is recommended to hotels to enhance CRM practices to increase hotel performance and improve information technology to match customer orientation and CRM practices challenges and therefore making Sharm El Sheikh hotels more competitive in the global hotel industry

Date: 2019
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Persistent link: https://EconPapers.repec.org/RePEc:igg:jom000:v:9:y:2019:i:4:p:47-63

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