Impact of Electronic Customer Relationship Management on Customers Satisfaction of the Five Stars Hotels in Kuwait

Authors

  • Sulieman Ibraheem Shelash Al-Hawary

  • Faraj Mazyed Faraj Aldaihani

  • Nor Azman Bin Ali

Keywords:

electronic customer relationship management, customers' satisfaction, the five stars hotels, kuwait

Abstract

Abstract not found

How to Cite

Impact of Electronic Customer Relationship Management on Customers Satisfaction of the Five Stars Hotels in Kuwait. (2018). Global Journal of Management and Business Research, 18(E5), 1-10. https://journalofbusiness.org/index.php/GJMBR/article/view/2537

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Impact of Electronic Customer Relationship Management on Customers Satisfaction of the Five Stars Hotels in Kuwait

Published

2018-07-14

How to Cite

Impact of Electronic Customer Relationship Management on Customers Satisfaction of the Five Stars Hotels in Kuwait. (2018). Global Journal of Management and Business Research, 18(E5), 1-10. https://journalofbusiness.org/index.php/GJMBR/article/view/2537