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E-CRM dilemmas in developing markets: The case of a tourism company in Serbia
2015
European Journal of Tourism Research
This paper explores introduction of e–Customer Relationship Management in the tourism services industry in Serbia. By using a case study methodology, this paper reflects the attitudes of top management in Serbia's biggest tourist agency regarding e-CRM implementation, where five top managers were interviewed, starting from general director, down to regional directors. Findings indicate that managers of this particular company are divided into two groups, based mostly on their age, but also
doi:10.54055/ejtr.v9i.163
fatcat:lsmqgkgugnblbkxojge44rr7hi