How Do Welsh Tourism-SME Websites Approach Customer Relationship Management?

@inproceedings{Gupta2004HowDW,
  title={How Do Welsh Tourism-SME Websites Approach Customer Relationship Management?},
  author={Himani Gupta and Eleri Jones and Phil Coleman},
  booktitle={ENTER},
  year={2004}
}
Abstract This paper explores the current heterodoxy of tourism-SME and micro-business approaches to customer relationship management (CRM) on the Web and analyses websites of a purposive sample of Welsh tourism-SMEs selected from VisitWales , the new Wales Tourist Board Destination Management System (DMS). The study evaluates the appropriateness of applying the Nassar (2003) model to Welsh tourism-SME websites. Modifications to Nassar’s model reduce the number of features, focusing on three… CONTINUE READING