Customer relationship management in small and medium sized hotels

Feiz, Setareh; Khalifah, Zainab; Ghotbabadi, Ali Ramezani

doi:10.1201/b12752-51

Cited by 2 publications

(1 citation statement)

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“…The focus group discussions were facilitated with three major concepts namely the potential components required in a tool-kit"s software, technology support required in a meeting room and the factors that would influence the adoption of the developed tools. The lessons from the study were confined to three aspects of tool-support namely people, processes and technology based on numerous studies in literature [6] [7] [8] [9] [10] [11] [12] [13] that focused on these three factors as the corner stones of system design and evaluation.The paper is organised as follows: Section 2 reviews the existing state of tool-support for team collaborations; Section 3 focuses on the previous work carried out by authors that are related to this study; Section 4 describes the nature of the focus groups and method used in analyzing the data; Section 5 explains the lessons derived from the study; limitations of the study, conclusions and future work are discussed in the final sections of the paper. Teams form an integral part of any organisational structure and team setting -with necessary technology support, are critical in bringing people together to collaborate towards their team goals.…”

Section: Introductionmentioning

confidence: 99%

Lessons Towards Developing An Integrated Tool-support for Small Team Meetings

Dhenesh¹,

Sitnikova

Slay

2012

IJIEEB

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-Teams within organisations meet regularly to review their progress and engage in collaborative activities within a team setting. However, the uptake of tools to support their activities within team meetings is limited. Research efforts on understanding the reasons for low rates of tool adoption and learning lessons in developing tools that could be readily adopted by team members within team meetings are largely unexplored. This qualitative study focuses on learning lessons towards developing an integrated tool-support for small team meetings within organisations using focus groups. Discussions were based on a tool-kit framework generated by observing their team meetings in an earlier study. The discussions were recorded and the transcripts were analysed using grounded theory approach to generate stories on team processes and potential tools that could assist team members during each process. The lessons derived from the study were based on three aspects of tool-support namely the potential users of the proposed tool-kit, processes within the team meetings that would be influenced by the introduction of the tool-kit and the technological aspects of the tool-kit.

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Section: Introductionmentioning

confidence: 99%