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Customer Loyalty & eCRM in 5-Star Hospitality

A research study on eCRM impact in a luxury hotel setting

Table of Contents

  1. Introduction
  2. Literature review
  3. Customer touchpoints
  4. eCRM
  5. eCRM Implementation Strategies
  6. The benefits of an eCRM program
  7. The challenges and implications of an eCRM implementation
  8. Branding
  9. Research methodology
  10. Analysis and discussion of findings
  11. Conclusion
  12. Recommendations for further research
  13. References