The Influences of Knowledge Management and Customer Relationship Management to Improve Hotels Performance

Abstract

The motivations for a company to adopt Knowledge Management (KM) and Customer Relationship Management (CRM) systems can be very varied, which brings an additional complexity to the adoption decision. It is important to understand the main drivers of KM and CRM adoption so that companies can better target their performance indicators. However, the influence of KM on organization performance in hotel industry has received less attention. In addition, the relationship between CRM technology and hotel performance is still ambiguous. In the right context, this paper tends to bring attention to the influences of KM and CRM to improve hotels performance. It presents and discusses the main findings of a study undertaken among a sample of large hotels Algerian, identifying and discussing the main motivations for KM and CRM systems utilization and adoption in order to improve hotels performance. A survey of 80 hotels executives was conducted on hotels operating in the Algeria west territory. In short, the results of this study may help these businesses to effectively use KM and CRM, so as to improve hotels performance and subsequently create a sustainable competitive advantage.

A Study on the Relationship between Human Resource Management and Firm Performance Based on VAR Modeling

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“…Yue Qin, Di Lv. Applied Mathematics and Nonlinear Sciences, 9(1) (2024)[1][2][3][4][5][6][7][8][9][10][11][12][13][14][15][16][17][18] …”

Design and Optimization of Hotel Management Information System Based on Artificial Intelligence

“…is method improves the service level of the hotel and enhances the core competitiveness of the hotel enterprise. Brahami and Adjaine [20] believe that only after the company or enterprise really understands the motivation management of knowledge and customer relationship management (CRM), the competitiveness of the enterprise can be improved. He also found that the two indicators of KM and CRM are less used in hotel management.…”

Technologies for Training Specialists in the Hotel and Catering Industry in Ukraine in the Context of Lifelong Learning

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“…Therefore, the search for a balance between theory and practice within the curriculum in the field of hospitality is performed. The redundancy of using a pragmatic approach in some educational institutions has been revealed; it reduces the level of critical thinking of specialists (Brahami, 2020). The lack of understanding and rejection by teachers of changes in the external environment is among the shortcomings of training technologies; it leads to the lack of balance between theory and practice (Tse, 2012).…”