Call for Papers: eCRM and the Hospitality Industry

A special issue of International Journal of Electronic Customer Relationship Management

We are pleased to announce a special issue focused on electronic customer relationship management (eCRM) systems used in the hospitality industry. eCRM systems have been used by many businesses to support both strategic decision making and daily operations. Traditionally, the role of eCRM has been to engage customers in a mutually beneficial relationship. But increasingly, eCRM is becoming a major part of the extended ERP system.

As with any other information system, the implementation of eCRM systems is a reconfiguration process and requires industry-specific knowledge. This is especially true when eCRM is used in the people-oriented hospitality industry. All aspects of the eCRM system, including system development issues, system quality issues, system implementation issues, evaluation issues, security and privacy issues and human-computer interface issues, should be examined in the context of the hospitality industry.

The goal of this special issue is to provide an open discussion in which researchers and practitioners can share the latest developments in electronic customer relationship management relating to the hospitality industry. The issue’s main objective focuses on the application of information and communication technology (ICT) in solving various issues in the hospitality industry.

Suitable topics include but are not limited to:
  • Electronic customer relationship management (eCRM)
  • Effects of CRM systems on hospitality
  • Hospitality CRM strategies for the internet and e-CRM
  • Hospitality CRM marketing
  • Hospitality CRM technology and software
  • Hospitality custom marketing
  • Hospitality customer lifetime value
  • Hospitality customer loyalty
  • Hospitality customer satisfaction
  • Hospitality consumer behaviour
  • Hospitality customer databases
  • Issues for implementing CRM systems in hospitality
  • Tools for capturing customer information
  • Solutions for hospitality CRM problems
  • Hospitality partner relationship management
  • Managing and sharing customer data
  • Business to business market (B2B)
  • Business to consumer market (B2C)
  • Hospitality enterprise resource planning (ERP)
  • e-commerce customer relationships on the internet
  • Channel management
  • Demand chain management (DCM)
  • Hospitality strategic alliances and partnerships
  • Hospitality sales management
  • Hospitality information technology and systems
  • Hospitality performance measurement and performance indicators
  • Logistics information systems
  • International hospitality issues
Important Dates
Manuscript submission: 1 September, 2012
Notification of initial decision: 1 October, 2012
Submission of revised manuscript: 1 November, 2012
Notification of final acceptance: 1 December, 2012
Submission of final revised paper: 1 January, 2013


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