This paper describes a service that allows hotels to reduce their dependency form online travel agencies, such as Booking.com or Expedia. Online travel agencies are extremely helpful to increase the number of new reservations of most hotels, but they seem to be less effective for niche hotels...

Increased competition in the banking and financial services sector has resulted in increased focus on customer relationship management and this in turn is driving the sale of CRM software packages in India. Most of the CRM packages available in the market are based on client server architecture...

The association between selling orientation and customer orientation and sales success has been a matter of intensive research since the publication of the selling orientation-customer orientation (SOCO) score in the early 1980's. However, which attitudes predispose salespeople for high...

Purpose: Servitization is a rising trend as companies look for new revenue streams. This paper presents a study of customer care business model evolution in the smartphone industry. The paper identifies key changes in the business models during recent years and their implications for companies...

Service-dominant logic observes the user as a co-creator of value in the process of providing services. In the case of a complaint, as a result of dissatisfaction, the user and the travel agency become a co-creator of the value of service recovery. The perception of interactionist fairness is...

The paper presents a theoretical framework for evaluating service quality in travel agencies. It identifies eight factors influencing perceived service quality, namely: offered products, promotional and informational materials, office and equipment, ambiance, personnel, servicing process,...