Concept of Customer Relationship Management

Running head: TOURISM SYSTEM
Tourism System
Name of the Student:
Name of the University:
Author’s Note:

1TOURISM SYSTEM
The human beings since the ancient times like to travel and go on holidays, whether to
pass their leisure time or to explore new areas (Ziegler, Dearden and Rollins 2012). It is a
reflection of that “the tourism industry although one of the recent ones has become one of the
most important ones of the world” (Ziegler, Dearden and Rollins 2012). Therefore, it is seen
that this “particular industry forms the economic backbone of the majority of the nations and
as a matter of fact many nations use this particular industry to bring about the overall growth
and development of their business process” (Ashworth and Goodall 2013).
“Atilgan, E., Akinci, S. and Aksoy, S., 2003. Mapping service quality in the tourism
industry. Managing Service Quality: An International Journal, 13(5), pp.412-422.”
The authors “Atilgan, Akinci and Aksoy” in the article “Mapping service quality in
the tourism industry” which was published in the journal “Managing Service Quality: An
International Journal” in 2003 discuss about the importance of the concept of service in the
tourism industry and the way it has impacted the business of the business organizations
related to the tourism industry (Atilgan, Akinci and Aksoy 2003). The authors of this
particular article are of the opinion that the level of the quality of the services which is being
provided to the customers matter a lot and decides whether a particular customer is going to
come back to take the same service or not (Atilgan, Akinci and Aksoy 2003). It is significant
to note that the way the customers are being treated goes a long way to influence the buying
patterns of the customers. (Atilgan, Akinci and Aksoy 2003) Therefore, the city of Queens
town in the nation of New Zealand is one of the favorite tourist destinations of the people and
therefore the business organizations related to the tourism industry can utilize the concept of
service quality to not only improve the quality of the services provided by them but also to
contribute in a positive manner towards the growth of the concerned industry. The writing
style of the authors is a very simple one and thus it is very easy for the readers to grasp the
idea which they are trying to convey. The only weak point of the article is the fact that the

2TOURISM SYSTEM
article dwells only on the concept of service quality and does not take into consideration the
other factors which affect the choices of the customers or as a matter of fact the tourism
industry itself.
“Özgener, Ş. and İraz, R., 2006. Customer relationship management in small–medium
enterprises: The case of Turkish tourism industry. Tourism Management, 27(6),
pp.1356-1363.”
The authors “Özgener and İraz” in the article “Customer relationship management in
small–medium enterprises: The case of Turkish tourism industry” which was published in the
journal “Tourism Management” in 2006 discuss about the importance of the concept of
“customer relationship management” in the particular context of the tourism industry and the
way it has impacted the industry (Özgener and İraz 2006). It is significant to note that the
concept of “customer relationship management” has emerged as one of the most important
ones in the recent times and many companies use this particular concept to “cater to the needs
as well as the requirements of the customers in the most effective manner” (Özgener and İraz
2006). Therefore, the customers often advantage of this particular concept and opt for the
services of the company which provides the best kind of “customer relationship
management” services to the customers (Özgener and İraz 2006). It is true that the tourism
industry of the city of Queens Town is a very advanced one yet the business organizations
related to this particular industry can utilize this particular concept “for their growth as well
as development” (Özgener and İraz 2006). The authors give a very detailed idea about the
concepts of “customer relationship management” and its related aspects and this can be seen
as the primary strength of the article. However, the article focuses only on the domestic
tourism of the nation of Turkey and does not take into consideration the other factors which
affect the tourism industry.