Journal of
Systemics, Cybernetics and Informatics
 



ISSN: 1690-4524 (Online)


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Honorary Editorial Advisory Board's Chair
William Lesso (1931-2015)

Editor-in-Chief
Nagib C. Callaos


Sponsored by
The International Institute of
Informatics and Systemics

www.iiis.org
 

Editorial Advisory Board

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Behavior of Cell in Uniform Shear Flow Field between Rotating Cone and Stationary Plate
Shigehiro Hashimoto, Hiromi Sugimoto, Haruka Hino
(pages: 1-7)

Teachers Continuing Professional Development: Trends in European Countries. Towards Teachers' Professionalism
Liliana Budkowska, Pawel Poszytek
(pages: 8-12)

Play, Connect and Learn: Using Mobile Phones to Improve Early Grade Reading Skills at Home
Ira Joshi
(pages: 13-16)

May Parental Reading Behavior Explain the Gender Differences in Subteeners’ Reading Attitude?
Aniko Joó, Erzsébet Dani
(pages: 17-22)

Leadership and Literacy Processes in School Improvement Creating and Supporting a Community of Success: A Case Study Examining the Principal’s Role in the Reconstitution of a Campus to Transform Literacy and Learning
W. Todd Duncan, Lisa E. Colvin
(pages: 23-28)

Rwandan Collaborative Model for Educator Capacity Building
Andrew Moore, Vincentie Nyangoma, Jaco Du Toit, Peter Wallet, Pascal Rukundo
(pages: 29-35)

Do You Know Where Your Students Are? Digital Supervision and Digital Privacy in Schools
Lorayne Robertson, Laurie Corrigan
(pages: 36-42)

A General Case Study of Complexity Science: Analytical and Logical Interconnection Between Soft and Hard Sciences (Invited Paper)
Jack Jia-Sheng Huang, Yu-Heng Jan
(pages: 43-48)

Novel Application of Immobilized Bacillus Cells for Biotreatment of Furfural-Laden Wastewater
Haneen A. Khudhair, Zainab Z. Ismail
(pages: 49-54)

Reliable Sub-Nanosecond Switching of a Perpendicular SOT-MRAM Cell without External Magnetic Field
Viktor Sverdlov, Alexander Makarov, Siegfried Selberherr
(pages: 55-59)

The Methodology and Implementation of Unique Technology Focused Entrepreneurship/Intrepreneurship Programs
Stephen A. Szygenda, Diana M. Easton
(pages: 60-66)

Intelligent Fault Pattern Recognition of Aerial Photovoltaic Module Images Based on Deep Learning Technique
Xiaoxia Li, Qiang Yang, Wenjun Yan, Zhebo Chen
(pages: 67-71)

Real-Time Implementation of Model Predictive Control in a Low-Cost Embedded Device
John Espinoza, Jorge Buele, Esteban X. Castellanos, Marco Pilatásig, Paulina Ayala, Marcelo V. García
(pages: 72-77)

Real-Time Sentimental Polarity Classification on Live Social-Media
Khalid N. Alhayyan, Imran Ahmad
(pages: 78-84)

Information Modeling and Information Retrieval for the Internet of things (IoT) in Buildings
Renata Baracho, Izabella Cunha, Mário Lúcio Pereira Junior
(pages: 85-91)


 

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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