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Customer relationship management strategies in small and medium enterprises: a study in tourism industry in Vietnam / Vu Minh Ngo, Hieu Minh Vu and Mai Hong Nguyen

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) h...

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Main Authors: Vu, Minh Ngo, Hieu, Minh Vu, Mai, Hong Nguyen
Format: Article
Language:English
Published: Universiti Teknologi MARA, Shah Alam: Accounting Research Institute (ARI) 2020
Subjects:
Small and medium-sized business. History
New business enterprises
Business analysts
Online Access:https://ir.uitm.edu.my/id/eprint/42227/1/42227.pdf
https://ir.uitm.edu.my/id/eprint/42227/
https://mar.uitm.edu.my/
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spelling my.uitm.ir.422272022-06-15T03:55:06Z https://ir.uitm.edu.my/id/eprint/42227/ Customer relationship management strategies in small and medium enterprises: a study in tourism industry in Vietnam / Vu Minh Ngo, Hieu Minh Vu and Mai Hong Nguyen Vu, Minh Ngo Hieu, Minh Vu Mai, Hong Nguyen Small and medium-sized business. History New business enterprises Business analysts 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. Universiti Teknologi MARA, Shah Alam: Accounting Research Institute (ARI) 2020-08 Article PeerReviewed text en https://ir.uitm.edu.my/id/eprint/42227/1/42227.pdf Customer relationship management strategies in small and medium enterprises: a study in tourism industry in Vietnam / Vu Minh Ngo, Hieu Minh Vu and Mai Hong Nguyen. (2020) Management & Accounting Review (MAR), 19 (2): 2. pp. 19-36. ISSN 2550-1895 https://mar.uitm.edu.my/
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Small and medium-sized business. History
New business enterprises
Business analysts
spellingShingle Small and medium-sized business. History
New business enterprises
Business analysts
Vu, Minh Ngo
Hieu, Minh Vu
Mai, Hong Nguyen
Customer relationship management strategies in small and medium enterprises: a study in tourism industry in Vietnam / Vu Minh Ngo, Hieu Minh Vu and Mai Hong Nguyen
description 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.
format Article
author Vu, Minh Ngo
Hieu, Minh Vu
Mai, Hong Nguyen
author_facet Vu, Minh Ngo
Hieu, Minh Vu
Mai, Hong Nguyen
author_sort Vu, Minh Ngo
title Customer relationship management strategies in small and medium enterprises: a study in tourism industry in Vietnam / Vu Minh Ngo, Hieu Minh Vu and Mai Hong Nguyen
title_short Customer relationship management strategies in small and medium enterprises: a study in tourism industry in Vietnam / Vu Minh Ngo, Hieu Minh Vu and Mai Hong Nguyen
title_full Customer relationship management strategies in small and medium enterprises: a study in tourism industry in Vietnam / Vu Minh Ngo, Hieu Minh Vu and Mai Hong Nguyen
title_fullStr Customer relationship management strategies in small and medium enterprises: a study in tourism industry in Vietnam / Vu Minh Ngo, Hieu Minh Vu and Mai Hong Nguyen
title_full_unstemmed Customer relationship management strategies in small and medium enterprises: a study in tourism industry in Vietnam / Vu Minh Ngo, Hieu Minh Vu and Mai Hong Nguyen
title_sort customer relationship management strategies in small and medium enterprises: a study in tourism industry in vietnam / vu minh ngo, hieu minh vu and mai hong nguyen
publisher Universiti Teknologi MARA, Shah Alam: Accounting Research Institute (ARI)
publishDate 2020
url https://ir.uitm.edu.my/id/eprint/42227/1/42227.pdf
https://ir.uitm.edu.my/id/eprint/42227/
https://mar.uitm.edu.my/
_version_ 1736837228101894144
score 13.211869

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