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Customer Relationship Management: A Tool for Customer Loyalty (A Case Study of Some Selected Hotels in Hawassa)
2020
International Journal of Business, Management & Economics Research
The main aim of this study was to investigate customer relationship management and customers' loyalty in Hawassa city selected hotels by applying CRM dimensions of bonding, communication, conflict handling, empathy, responsiveness and trust. Convenience sampling technique was used to collect data from customers of the selected hotels. In line with the objective, descriptive research methods were used to examine the customers' perceptions of CRM practices and future behavioral intentions.
doi:10.47747/ijbmer.v1i1.42
fatcat:o7lxsymjqfbrvfe4hldop6a2aq