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Purpose: The purpose of this study is to understand how and to what extent Hong Kong hotels have integrated customer relationship management (CRM) into their revenue management (RM) practices at individual customer level. Method: Semi-structured interviews were used to gather information from...

Guillet, B. D.; Shi XinChen
Emerald Publishing, Bingley, UK
International Journal of Contemporary Hospitality Management, 2019, 31, 2, pp 978-997