ISSN: 2225-8329
Open access
This paper is an attempt to find the variables factors that Influence the impact of customer relationship marketing by Aqaba Economic Zone "A case study of Five Stars Hotels. In this research, the Statistical Package for the Social Sciences (SPSS) was used for data entry, as well as for examining the data later. Data preparation was the initial step, which aimed to convert raw data into a more structured format that is more appropriate for analysis. The hotel use specialized Customer Relationship Management (CRM) software to manage customer, the hotel use specialized Customer Relationship Management (CRM) Software to improve its ability to manage customers, extent do staffs have to follow guidelines to work together as a team.
Luck, D., Lancaster, G. (2003). "E-CRM: customer relationship marketing in the hotel industry", Managerial Auditing Journal, Vol. 18 Iss: 3, pp. 213–231, 10.1108/02686900310469961.
George, S. D. (2000). Managing Market Relationships, Journal of the Academy of Marketing Science, January, vol. 28 no. 124-30.
Kandampully, J., & Suhartanto, D. (2000). "Customer loyalty in the hotel industry: the role of customer satisfaction and image", International Journal of Contemporary Hospitality Management, Vol. 12 Iss: 6, pp. 346 – 351, 10.1108/09596110010342559
John, T. B., Shiang-Lih, C. (2001). "The relationship between customer loyalty and customer satisfaction", International Journal of Contemporary Hospitality Management, Vol. 13 Iss: 5, pp.213 – 217, 10.1108/09596110110395893
Samanta, I. (2009). The impact of e-customer relationship marketing in hotel industry, Int. J. of Knowledge and Learning, Vol.5, No.3/4, pp.333 – 346, DOI: 10.1504/IJKL.2009.031228.
Leo, N. (2003). Integrating customer relationship management and revenue management: A hotel perspective, Journal of Revenue and Pricing Management, Volume 2, Number 1, 1 April, pp. 7-21(15), DOI: http://dx.doi.org/10.1057/palgrave.rpm.5170045
Lewis, R. C., Chambers, R. E. (1999). Customer relationship marketing in hotel industry, foundations and practices.
O'Malley, L. (2006). Pedagogy and Relationship Marketing: Opportunities for Frame Restructuring using African Drumming, Journal of Marketing Management, Volume 22, Issue 1-2, DOI: 10.1362/026725706776022317.
Malhotra, K. M., Briks, F. D. (2002). Marketing research, an approach, second edition, England, Pearson Education Ltd.
Harker, M. J., & Egan, J. (2006). The Past, Present and Future of Relationship Marketing, Journal of Marketing Management Volume 22, Issue 1-2, DOI:
10.1362/026725706776022326.
O’Malley, L., and Tynan, C. (2008) “Relationship Marketing”, in M.J. Baker and S. Hart (eds.) the Marketing Book, 6th Edition, London: Butterworth Heinemann, 33-49.
Stowe, S., Robert, C. L. (1999). Customer loyalty: the future of hospitality marketing, International Journal of Hospitality Management, Volume 18, Issue 4, December, pp. 345–370.
In-Text Citation: (Omar, 2014)
To Cite this Article: Omar, A. A. J. (2014). The Impact of Customer Relationship Marketing by Aqaba Economic Zone "A Case Study of Five Stars Hotels". International Journal of Academic Research in Accounting Finance and Management Sciences. 4(1), 237- 247.
Copyright: © 2014 The Author(s)
Published by Human Resource Management Academic Research Society (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode