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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...

Assimakopoulos, C.; Papaioannou, E.; Sarmaniotis, C.; Georgiadis, C. K.
Routledge, Abingdon, UK
Anatolia, 2015, 26, 1, pp 5-20