Customer relationship management (CRM) is a business strategy to select and manage the most valuable customer relationships. CRM requires a customer-centric business philosophy and culture to support effective marketing, sales, and service processes. CRM applications can enable effective customer relationship management, provided that an enterprise has the right leadership, strategy, and cultur...

Wireless access provides ubiquitous connectivity to many different user environments. Some small businesses, in the early majority of technology adopters, establish public-use wireless networks as a source of competitive difference. In this study, representatives of five small organizations within the hospitality industry were identified, contacted, and interviewed regarding their decisions to ...

Mobile services appear to be an obvious choice for travel and tourism as the travellers are on the move, which is the first criterion for mobile services to be relevant. The travel and tourism industry, which is one of the largest and most rapidly expanding industries in the world and one of the significant users of ICT in its operations, will no doubt be an important market place for mobile se...

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