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Analisis kinerja management terkait customer relationship pada perusahaan jasa : Studi kasus pada hotel Wida
This study discusses the application of customer relationship management at the hotel services company. Rapid developments in the world of tourism requires the application of a good relationship with customers. Good customer relationships must be supported by strategic management and human resources comprehensively. In the early stages of the company?s strategic management will be analyzed using SWOT, Porter?s Five Forces Model and value chain analysis pioneered by Porter. After that the performance of strategic management will be analyzed using the balance scorecard which is divided into four perspectives: financial, customer, internal business process, and learning and growth. Afterwards will analyze customer relationship management related to marketing, customer service and customer loyalty. The analysis in this study is tested by indepth descriptive case study method at Hotel Wida. The result of this study will produce a recommendation to the Hotel Wida on the implementation of customer relationship management based on the need to take advantage of strategic management effectively and efficiently.Ada tabel
Ketersediaan
| Call Number | Location | Available |
|---|---|---|
| 8056 | PSB lt.2 - Karya Akhir | 1 |
| Penerbit | Depok Program Studi Akuntansi Fakultas Ekonomi Universitas Indonesia., 2012 |
|---|---|
| Edisi | - |
| Subjek | Consumer satisfaction Service industry Consumer loyalty Hotels Consumer relatioship |
| ISBN/ISSN | - |
| Klasifikasi | - |
| Deskripsi Fisik | xv, 110 p. ; 30 cm. |
| Info Detail Spesifik | - |
| Other Version/Related | Tidak tersedia versi lain |
| Lampiran Berkas | Tidak Ada Data |