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Level 5 Diploma in Tourism and Hospitality Management

Factors Influencing CRM Implementation

THM505 · Tourism and Hospitality Customer Relationship Management — Week 3 of 16

CourseTHM505
Week3 of 16
SemesterII
TutorOnline in the course chat

This week’s topics

Factors Influencing CRM Implementation

  1. Digital disruption and cloud platforms
  2. Socio-cultural guest expectations
  3. Organisational culture and leadership commitment
  4. Data privacy and regulatory constraints

What you will be able to do

  • 1.3 Analyse the factors that influence customer relationship management in the tourism and hospitality industry.

Activity

Seminar, guided reading and a short written task: analyse the factors that influence customer relationship management in the tourism and hospitality industry.

Study materials

Videos

  • Smart Hospitality: The Human-AI Partnership · YouTube · eCornell · 59 min · for registered students

Further resources

  • NIST SP 800-144: Guidelines on Security and Privacy in Public Cloud Computing · PDF · NIST, guidance; 80 pages · for registered students
  • Organizational Behavior, ch. 15: Organizational Culture · PDF · Saylor Academy, textbook chapter; pp. 640–697 · for registered students
  • Abusive Supervision, Customer Orientation and Proactive Customer Service Performance · Reading · Reading, article · for registered students
Materials marked “for registered students” open in the student portal, which is set up as soon as you receive final acceptance.
Week 2Week 4
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Admitted students ask questions on this week’s page in the student portal: an AI assistant trained on the course answers first, and during the course’s timetabled classes Connect to your tutor brings your tutor into the chat, who may start a call if needed.

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Course plan
  • Week 1: Fundamentals of CRM in Tourism and Hospitality
  • Week 2: Cross-Functional Integration of CRM Systems
  • Week 3: Factors Influencing CRM Implementation
  • Week 4: Customer Decision-Making Models
  • Week 5: Determinants of Hospitality Consumer Purchases
  • Week 6: Relationship-Building and Loyalty Strategies
  • Week 7: Team Dynamics and Organisational Value
  • Midterm: Midterm evaluation
  • Week 9: Managerial Leadership in Team Development
  • Week 10: Monitoring and Measuring Guest Experience
  • Week 11: Strategic Customer Experience Enhancement
  • Week 12: Applying Tourism and Hospitality Customer Relationship Mana…
  • Week 13: Assignment workshop: research, planning and referencing
  • Week 14: Assignment workshop: drafting, feedback and improvement
  • Week 15: Review and coursework completion
  • Final: Final assessment and submission
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