أثر إدارة عالقات الزبائن الالكترونية في أولويات الميزة التنافسية: دراسة ميدانية على قطاع الفنادق الخمس نجوم في عمان– الاردن

الموضوعات

إدارة

الملخص

روابط وملفات

التعريف والنوع

رقم الوثيقة

0d52e54e-2d76-4e56-ad44-8d5a1fa45a5d

رقم العقد

0

نوع الوسائط

Crawler

نوع المحتوى

الرسائل العلمية

صيغة المصدر

رسائل ماجيستير

نوع الملف

pdf text

أسماء الملفات

2013461_1.pdf

بيانات النشر

ترجمة العنوان

The Impact of Electronic Customer Relationship Management“E-CRM” on the Competitive Advantage priorities: A Field Study on the Five-Star Hotels Sector in Amman-Jordan

ألقاب المؤلفين

[{"name_ar":"فاروق اهاب","title_ar":"اعداد","title_en":"Preparation"},{"name_ar":"محمد المعايطة","title_ar":"اشراف","title_en":"Supervision"}]

اللغة

Arabic

المصدر والدورية

اسم المصدر

أثر إدارة عالقات الزبائن الالكترونية في أولويات الميزة التنافسية: دراسة ميدانية على قطاع الفنادق الخمس نجوم في عمان– الاردن

المحتوى والصفحات

عدد الصفحات

144

ترجمة الملخص

This study aims to identify the impact of E-CRM (customer acquisition, customerselection, customization and customer retention) on competitive advantage priorities(integration, differentiation, cost reduction, creativity, and flexibility).The study sampleconsisted all of employees, executives managers, managers and department heads in thedepartment of Customer Relationship Management. The study used Purposive samplemethod by collecting data via questionnaire. (191) questionnaires were distributed among(13) hotels in Amman city, and after reviewing these questionnaires the researcher foundthat some of them should be excluded due to their lack of validity for analysis. Thus, thestudy was limited to (185) represents (96.8%) of the total distributed questioners.The researcher used numbers of statistical methods, such as multiple regression, andafter hypothesis analysis, the study reached a number of results that show the ElectronicCustomer Relationship Management have a statistically significant impact on achievingcompetitive advantage priorities (integration, differentiation, cost reduction, creativity,flexibility). The researcher suggest a number of recommendations, the most important ofفwhich is that hotel managers conduct a training session for staff and department heads onthe effectiveness of selecting high value customers, which helps to build a clear vision ofprograms compatible with the hotel plans to acquire new customers and retain existingcustomers.Key words: Customer Acquisition, Customer Choice, Customization, Customer Retention,Integration, Differentiation, Cost Reduction, Creativity and Flexibility

إشراف وإعداد

الإشراف

محمد المعايطة

الإعداد

فاروق اهاب

الاقتباسات الببليوغرافية