Summary: The Four Dimensions Of Customer Relationship Management

attempted to analyze how meeting planners perceive the performance of a hotel’s meeting services across four different stages of meeting planning including sales phase, pre-event phase, event phase and post-event phase; and how such perceptions can develop their overall satisfaction. By using a dynamic model of meeting planners’ satisfaction, it has been found that the event-phase performance was most important to the overall satisfaction of the meeting planners holding meetings in hotel. One year later, Lee expanded the study to address the needs of both sides, the demand side of the industry, the conference organizers and the supply side, the hotel managers. This study also explores operational issues that hotels hosting meetings commonly face. The findings of this study conclude that there are definite differences between the meeting planner and the hosting hotels with regard to requirements necessary and the existing problems that occur when hosting a

In fact, the hospitality sector is always affected by various economic tendencies, both negative and positive. The strategic plan will outline the major actions required for conducting the business. The strategic capabilities can be identified by means of VRIO criteria, where V stands for value, R for rarity, I for imitation opportunities, and O for the company’s competitive advantage (Evans, 2015). Resources and Capabilities VRIO Framework V R I O Competitive Implication Strong corporate culture + + + + Sustainable competitive advantage Strong investment in R&D + + + + Temporary competitive advantage Outstanding customer service + + + + Sustainable competitive advantage Highly qualified employees + + + + Sustainable competitive

Do the Right Thing by using good judgment, respecting our communities, associates, owners, partners and the environment” (Starwood 2016). The major goal is to create a company where people willing to work and provide wonderful guest experiences, as well as grand returns to stakeholders and namely there, are growing, strong and stable world 's largest hotel corporation. Such strategic and corporate goals contributed to growth and

Therefore, it is imperative that organizations recognize that the actions of management in stakeholder relationships could affect the business operations of hotels. Stakeholder theory expanded on the concept of CSR. The theory identified the various stakeholder groups that were influenced by the way an organization conducted business. Freeman (as cited by Appiah, 2016) said that many CSR activities have various degrees of importance to stakeholders in any organization. The interests of the traditional group of external stakeholders cannot be satisfied without satisfying the needs of internal stakeholders according to Foster & Jonker; Hawkins (as cited by Appiah, 2016).

CRM may be especially important to the hotel industry where most companies offer just about the core products and services. Regardless of being differentiated by their star rating, most hotels tend to offer pretty much the same core products and services: accommodation encompassed by a scope of food and beverage services (Choi et al., 2001). To acquire loyalty and to exceed other competitors, hotel providers must have the capacity to get abnormal amounts of customer satisfaction for the service supplied (Dominici et al., 2010).CRM usage and utilization of the instrument allows building a sustainable competitive advantage in a varying environment (Jones et al., 2004). The Ritz‐Carlton Hotel Company L.L.C. is the guardian company of the Ritz‐Carlton

Some of the finest restaurants in the world are also present at the casino, resort. Even though it is one of the most luxurious hotels in the USA, standard rooms vary from $79 to $499 a night, whilst luxury rooms cost between $275 and $2,500 a night. There are also 29 villas the the MGM Grand for casino-invited guests, and these can range from five-grand up to $30,000 a

The three segments have different needs and expectations, and Intercontinental Hotels brands are designed as solutions for all these needs. Market differentiation is done to determine these segments and hence the appropriate brand. As such, the company is able to provide the different markets with variations of the same service and hence give every consumer a sense of integration into the brand. Differentiation allows the services offered in a particular segment to be more attractive to the target customers and also differentiate it from a

The current new product that is Microsoft company produce is the best-selling products such as Microsoft Windows operating system, Office suite of software, Xbox a line of games, music and video and Bing, search engines. Front lobby entrance of building 17, one of the largest buildings on Microsoft's main campus, Redmond. In the era of 1980, the Microsoft formed a partnership with IBM by allowing them to bundle up their Microsoft's operating system with IBM computers, paying Microsoft a royalty for every sale. In 1985, IBM were requested to Microsoft write a new operating system for their computers by called OS/2. Microsoft were formed the operating system, but in the same time it also continued to sell their own alternative, which are proved to be in direct competition with OS/2.