Relationship or revenue: Potential management conflicts between customer relationship management and hotel revenue management [Summary]
Wang, Xuan Lorna
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The concepts of customer relationship management (CRM) and revenue management (RevM) have been embraced by managers in the hospitality industry although, in practice, companies may find it difficult to accommodate both fully. This paper examines the compatibility between the two practices and discusses the possible management conflicts that occur from both account managers’ and revenue managers’ viewpoints.
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