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Title: Online reviews as a feedback mechanism for hotel CRM systems
Authors: Assimakopoulos, Costas 
Papaioannou, Eugenia 
Sarmaniotis, Christos 
Georgiadis, Christos 
Author Department Affiliations: Department of Applied Informatics 
Author School Affiliations: School of Information Sciences 
Keywords: CRM
Feedback (reputation) mechanism
Online reviews
Issue Date: 30-Jun-2014
Journal: Anatolia 
ISSN: 1303-2917
Volume: 26
Issue: 1
Start page: 5
End page: 20
This study aims to improve hotel customer relationship management (CRM) by connecting it with a reputation mechanism which will provide integrated customer reviews. We propose a framework that identifies some key modules a hotel’s CRM should employ. An important contribution of this research is to show how a CRM system can be effectively operated by facilitating the reputation system and hotel customer feedback. The empirical part of our research examines the influence of hotel quality perceptions using data obtained from web-based hotel reviews. These results can be exploited by the proposed integrated hotel CRM system and could be used to extract reviews including predictions on how value for money is going to be formulated when a specific number of complaints is received and how each of the hotel parameters affect the value for money parameter.
DOI: 10.1080/13032917.2014.933707
Rights: Attribution-NonCommercial-NoDerivatives 4.0 Διεθνές
Attribution-NonCommercial-NoDerivatives 4.0 Διεθνές
Corresponding Item Departments: Alexander Technological Educational Institute of Thessaloniki
Department of Applied Informatics
Alexander Technological Educational Institute of Thessaloniki
Department of Applied Informatics
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