The Role of Information Technology and Customer Relationship Management Practices in Egyptian Hotels - A Descriptive Study in Sharm El Sheikh Hotels: IT and CRM Practices in Egyptian Hotels

Abstract

Information\ufefftechnology\ufeffplays\ufeffa\ufeffsignificant\ufeffrole\ufeffin\ufeffthe\ufeffpractice\ufeffof\ufeffcustomer\ufeffrelationship\ufeffmanagement\ufeff (CRM)\ufeff in\ufeff hotels,\ufeff such\ufeff as\ufeff helping\ufeff to\ufeff achieve\ufeff profitability\ufeff through\ufeff operational\ufeff excellence,\ufeff lower\ufeff costs,\ufeffand\ufeffvaluing\ufeffthe\ufeffcustomer’s\ufefftime.\ufeffThis\ufeffresearch\ufeffaims\ufeffto\ufeffexamine\ufeffthe\ufeffinfluence\ufeffof\ufeffinformation\ufeff technology\ufeffand\ufeffcustomer\ufeffrelationship\ufeffmanagement\ufeffpractices\ufeffon\ufeffthe\ufeffperformance\ufeffof\ufeffhotels\ufeffin\ufeffEgypt\ufeff a\ufeffcase\ufeffof\ufeffSharm\ufeffEl\ufeffSheikh\ufeffhotels.\ufeffTo\ufeffachieve\ufeffthese\ufeffobjectives,\ufefftwo\ufeffquestionnaires\ufeffwere\ufeffdesigned\ufeffto\ufeff collect\ufeffrespondent’s\ufeffanswers.\ufeffIt\ufeffis\ufeffrecommended\ufeffto\ufeffhotels\ufeffto\ufeffenhance\ufeffCRM\ufeffpractices\ufeffto\ufeffincrease\ufeffhotel\ufeff performance\ufeffand\ufeffimprove\ufeffinformation\ufefftechnology\ufeffto\ufeffmatch\ufeffcustomer\ufefforientation\ufeffand\ufeffCRM\ufeffpractices\ufeff challenges\ufeffand\ufefftherefore\ufeffmaking\ufeffSharm\ufeffEl\ufeffSheikh\ufeffhotels\ufeffmore\ufeffcompetitive\ufeffin\ufeffthe\ufeffglobal\ufeffhotel\ufeffindustry KEywORDS CRM Practices, Customer Loyalty, Customer Orientation, Information Technology, Service Quality, Sharm El Sheikh Hotels