Publication:
Customer Relationship Management Strategies in Small and Medium Enterprises: A Study in Tourism Industry in Vietnam

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datacite.subject.fos oecd::Social sciences::Economics and Business
dc.contributor.author Ngô Minh Vũ
dc.contributor.author Vũ Minh Hiếu
dc.contributor.author Nguyễn Hồng Mai
dc.date.accessioned 2022-11-03T08:22:36Z
dc.date.available 2022-11-03T08:22:36Z
dc.date.issued 2020
dc.description.abstract Small and Medium Enterprises (SMEs) are one of the main motors for economic growth, especially in developing countries like Vietnam. However, SMEs are usually overlooked in academic research especially on the topic of competitive advantage of firms. Recently, Customer Relationship Management (CRM) has become a prominent tool in the business for building long term competitive advantage. The primary purpose of this study was to analyze CRM strategies that are currently being implemented in SMEs and identify determinants of successful CRM implementation in SMEs. Adopting grounded theory research procedures, this study investigated the practices of CRM executions in 41 SMEs in Vietnam’s tourism sector. This study provides novel insights and guidelines for managers and supports them in choosing and implementing CRM practices for building long-term competitive advantages in SMEs
dc.identifier.doi 10.24191/mar.v19i2.1471
dc.identifier.uri http://repository.vlu.edu.vn:443/handle/123456789/806
dc.language.iso en_US
dc.relation.ispartof MANAGEMENT & ACCOUNTING REVIEW
dc.subject "Customer relationship management (CRM)
dc.subject CRM Strategy
dc.subject Small and Medium Enterprises (SMEs)
dc.subject Tourism industry
dc.subject Knowledge management"
dc.title Customer Relationship Management Strategies in Small and Medium Enterprises: A Study in Tourism Industry in Vietnam
dc.type Resource Types::text::journal::journal article
dspace.entity.type Publication
oairecerif.author.affiliation #PLACEHOLDER_PARENT_METADATA_VALUE#
oairecerif.author.affiliation #PLACEHOLDER_PARENT_METADATA_VALUE#
oairecerif.author.affiliation #PLACEHOLDER_PARENT_METADATA_VALUE#
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Journal Articles - Business and Management - 2020