Journal of
Systemics, Cybernetics and Informatics
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ISSN: 1690-4524 (Online)


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Editorial Advisory Board's Chair
William Lesso

Editor-in-Chief
Nagib C. Callaos


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The International Institute of
Informatics and Systemics

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Effect of Flow on Cultured Cell at Micro-Pattern of Ridge Lines
Haruka Hino, Shigehiro Hashimoto, Yusuke Shinozaki, Hiromi Sugimoto, Yusuke Takahashi
(pages: 1-7)

Bridging the Semantic and Lexical Webs: Concept-Validating and Hypothesis-Exploring Ontologies for the Nexus-PORTAL-DOORS System
Adam Craig, Seung-Ho Bae, Carl Taswell
(pages: 8-13)

The Learning Science through Theatre Initiative in the Context of Responsible Research and Innovation
Zacharoula Smyrnaiou, Elena Georgakopoulou, Menelaos Sotiriou, Sofoklis Sotiriou
(pages: 14-22)

Perceptions and Preferences of High School Students in STEM: A Case Study in Connecticut and Mississippi
Bin (Brenda) Zhou, Clifford Anderson, Feng Wang, Lin Li
(pages: 23-26)

A Study on the Meaning of the ‘Lifelong Learning to Be’ Implicated in the Philosophy of Nietzsche
Kwanchun Lee, Soo Yeon Choi, Un Shil Choi
(pages: 27-32)

Barriers to Social Innovation and Ways of Overcoming them in Latvia
Karine Oganisjana, Yuliya Eremina, Salome Gvatua, Benjamin Ngongo Kabwende, Ozoemena Joseph Chukwu
(pages: 33-38)

Unmanned Aerial Vehicle-Based Automobile License Plate Recognition System for Institutional Parking Lots
Julian Dasilva, Ricardo Jiménez, Roland Schiller, Sanja Zivanovic González
(pages: 39-43)

Dialectal Atlas of the Arab World - between Intention and Reality
Oleg Redkin, Olga Bernikova
(pages: 44-47)

IT Risk and Chaos Theory: Effect on the Performance of South African SMEs
Anass Bayaga, Stephen Flowerday, Liezel Cilliers
(pages: 48-53)

How to Apply the User Profile Usability Technique in the User Modelling Activity for an Adaptive Food Recommendation System for People on Special Diets
Lucrecia Llerena, Nancy Rodríguez, Pablo Gómez-Abajo, John W. Castro
(pages: 54-63)

Policies, Legislation and Regulatory Compliance Governance Impact on Strategic Management of Higher Education and Research Institutions in Latvia
Anita Straujuma, Inga Lapina, Elina Gaile-Sarkane, Modris Ozolins
(pages: 64-69)

Parallel Prediction of Stock Volatility
Priscilla Jenq, John Jenq
(pages: 70-73)

Hacking a Bridge: An Exploratory Study of Compliance-Based Information Security Management in Banking Organization
Tesleem Fagade, Theo Tryfonas
(pages: 74-80)

Improvement in the Physical and Psychological Well-Being of Persons with Spinal Cord Injuries by Means of Powered Wheelchairs Driven by Dual Power Wheels and Mobile Technologies
Yee-Pien Yang, Li-Jen Weng, Ye-Yu Yeh, Hui-Fen Mao, Ray-I. Chang
(pages: 81-87)

Data Mediation with Enterprise Level Security
Kevin E. Foltz, William R. Simpson
(pages: 88-93)


 

Abstracts

 


ABSTRACT


Impact of Customer Relationship Management on Customer Loyalty, Customer Retention and Customer Profitability for Hotelier Sector

Sandra-Dinora Orantes-Jiménez, Graciela Vázquez-Álvarez, Ricardo Tejeida-Padilla


Since the entrance of strategies oriented to marketing relational in Hotelier Sector, the traditional way of travel agents and other representatives arranging hospitality services for hotel and travel reservations has changed.

The strategies oriented to customer relationship management are a relatively new area of specialty loyalty marketing in the hotel and hotelier sector, with advancements being made constantly. The use of this type of strategy can allow hoteliers or companies to tailor special guest programs, services and promotions based on hotel guest preferences. The hotel can use the data collected in a program to identify the needs of particular customers across hotel chains to be able to use marketing that can be targeted at specific groups of people. It also gives hoteliers the opportunity to evaluate frequent guest programs, personalize their services and perform trend analysis.

A program based in marketing relational is typically run by hotels and companies to collect guest information and transaction data for use and examining to allow hoteliers to see target groups that should be marketed too. Based on these transactions hotels are able to create and manage guest loyalty programs and reward schemes.

This research approach is to appraise the impact of customer relationship management on customer profitability as mediated by customer loyalty and customer retention within the hotelier sector of Mexico, and specifically for those hoteliers classified like of three stars. A sample of 100 hotels three stars was interviewed as respondents in this study. The objective of the study was to find the impact relationship between effective customer relationship implementation, customer loyalty, and customer retention and customer profitability. The findings of the study add value to hotels three stars in Mexico, and provide some invaluable statistical results essential for hotel managers and owners to successfully enhance customer loyalty, customer retention and customer profitability.

By applying a questionnaire that count with seven blocks different one each other, the results of our study identified and provide path analysis of the relevant systems; and enumerated among the relevant system, those critical inter-component relationships within this highly competitive industry. This study’s findings add to the body of knowledge and enable the managers of this sector to implement customer relationship management in the best shape possible, to match it with Mexican market-needs thereby creating more loyal and repeat clientele.

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