Page 229 - DMGT308_CUSTOMER_RELATIONSHIP_MANAGEMENT
P. 229

Customer Relationship Management




                    Notes          8.7 Further Readings




                                   Books       Front Office Operations & Management, Publisher: Delmar Cengage Learning
                                               John  R.  Hendrie,  “Major  Hotel  Operators  Have Rediscovered  Hospitality
                                               Fundamentals by Revisiting the Guest Room,” Hotel Online, July 6, 2004
                                               Michael L. Kasavana, Ph.D., Michigan State University, Rooms Division Managing
                                               Front Office Operations

                                               Robert J. Martin, Professional Management of  Housekeeping Operations,  3rd
                                               edition (New York: John Wiley & Sons, 1998), 142



                                   Online links  http://blog.tmcnet.com/telecom-crm/2007/11/30/crm-adoption-biggest-
                                               problem-in-83-percent-of-cases-wigan-gets-crm-tre.asp
                                               http://scn.sap.com/docs/DOC-5036
                                               http://www.destinationcrm.com/Articles/Columns-Departments/Reality-
                                               Check/Demystifying-CRM-Adoption-Rates-42496.aspx
                                               http://www.destinationcrm.com/Articles/CRM-News/Daily-News/CRM-
                                               Market-Grows-for-Fifth-Straight-Year-55275.aspx
                                               http://www.gartner.com/newsroom/id/1074615
                                               http://www.gartner.com/newsroom/id/715308










































          224                               LOVELY PROFESSIONAL UNIVERSITY
   224   225   226   227   228   229   230   231   232   233   234