Journal of
Systemics, Cybernetics and Informatics
HOME  |   CURRENT ISSUE   |   PAST ISSUES   |   RELATED PUBLICATIONS     IIIS   |   SEARCH     CONTACT US
 



ISSN: 1690-4524 (Online)


Indexed by
EBSCO, Cabell, DOAJ (Directory of Open Access Journals)Benefits of supplying DOAJ with metadata:
  • DOAJ's statistics show more than 900 000 page views and 300 000 unique visitors a month to DOAJ from all over the world.
  • Many aggregators, databases, libraries, publishers and search portals collect our free metadata and include it in their products. Examples are Scopus, Serial Solutions and EBSCO.
  • DOAJ is OAI compliant and once an article is in DOAJ, it is automatically harvestable.
  • DOAJ is OpenURL compliant and once an article is in DOAJ, it is automatically linkable.
  • Over 95% of the DOAJ Publisher community said that DOAJ is important for increasing their journal's visibility.
  • DOAJ is often cited as a source of quality, open access journals in research and scholarly publishing circles.
JSCI Supplies DOAJ with Meta Data
, Academic Journals Database, and Google Scholar


Listed in
Cabell Directory of Publishing Opportunities and in Ulrich’s Periodical Directory


Re-Published in
Academia.edu
(A Community of about 40.000.000 Academics)


Editorial Advisory Board's Chair
William Lesso

Editor-in-Chief
Nagib C. Callaos


Sponsored by
The International Institute of
Informatics and Systemics

www.iiis.org
 

Editorial Advisory Board

Editors

Journal's Reviewers
 

Description and Aims

Submission of Articles

Areas and Subareas

Information to Contributors

Editorial Peer Review Methodology

Integrating Reviewing Processes


Are We Meeting Pedagogic Requirements? – The Quadratic Equation
Russell Jay Hendel
(pages: 1-7)

Facilitating Effective Student Participation in an Online Environment
Nanda van der Stap, Risa Blair
(pages: 8-11)

Virtual Global Classrooms without Walls: Collaborative Opportunities for Higher Learning Engagement
Cathy MacDonald, Debra Sheppard-LeMoine
(pages: 12-16)

Augmented Reality as Visual Communication for People with ASD
Esteban Menéndez, María Daniela López de Luise
(pages: 17-21)

Study of Race Condition: A Privilege Escalation Vulnerability
Tanjila Farah, Rashed Shelim, Moniruz Zaman, Delwar Alam
(pages: 22-26)

From the Lab to the Field: 3D Technology Supporting Study and Conservation Processes on Ancient Egyptian Artefacts
Paola Buscaglia, Elena Biondi, Alessandro Bovero, Tomasso Quirino
(pages: 27-32)

Digital Forensics Compute Cluster (DFORC2) – A New High Speed Distributed Computing Capability for Digital Forensics
Daniel Gonzales, Zev Winkelman, Trung Tran, Ricardo Sanchez, Dulani Woods, John Hollywood
(pages: 33-38)

Proposal of a Bus Location System Based on Participatory Sensing with BLE Devices and Smartphones
Katsuhiro Naito, Katsuyuki Tanaka
(pages: 39-44)

Technical Change and Employment in an Emerging Economy
Humberto Merritt
(pages: 45-53)

Interpretation of the Results of a Case Study about Impacts and Influences of Exogenous Variables in the Planning of Chronogram and Budget in Software Projects
Altino José Mentzingen de Moraes
(pages: 54-59)

Flipped Classroom – A Flexible Way of Teaching Technology Usage for Diagnostics in the Medical Subdomain ENT
Walter Koch, Jochen Schachenreiter, Klaus Vogt, Gerda Koch
(pages: 60-64)

ERP Selection: The Lifeblood of an Organization
Desmond (Tres) Bishop
(pages: 65-69)

Proposing an Education System to Judge the Necessity of Nuclear Power in Japan
Ariyoshi Kusumi
(pages: 70-74)

Biometric Encryption System for Increased Security
Ranjith Jayapal, Pramod Govindan
(pages: 75-80)

BIM as a Structural Safety Study Tool in Case of Fire - BIMSCIP
Marcelo Franco Porto, José Ricardo Queiroz Franco, Luiza Giori Barcellos Correa, Lucas Vinicius Ribeiro Alves, Renata Maria Abrantes Baracho
(pages: 81-86)

Evaluating the Construct Validity of Basic Science Curriculum Assessment Instrument for Critical Thinking: A Case-Study
Chau-Kuang Chen, Adriana Marie Horner, Michelle Scott, Stephanie C. McClure
(pages: 87-92)

The Outer Banks Study – Physio-Chemical Parameters for Water Quality Testing/Professional Development Program for Teachers
Joseph Stringer, Timothy Bowman, Keith Vinson, Catherine Warnecke, Nora Lewis, William Slattery, Suzanne K. Lunsford
(pages: 93-97)


 

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.

Full Text