A Customer Knowledge Management Model for Local Hospitality on European Market in Western China

DOI

10.2991/icemse-17.2017.7How to use a DOI?

Keywords

Customer knowledge, Intellectual capital, Hospitality, European market, Western China, Customer knowledge management model

Abstract

Customer knowledge has increasingly importance in customer-oriented enterprise. Customer knowledge management models can help managers to find the real value chain in business. Compared with international hotel, local hotel has less advantage in marketing and customer service in Western China. The research employed the IC process model to identify the internal resources of CKM for local hotel in western China. Through four steps, researcher proposed an applicable customer knowledge management model to help local hotel better understand European customers by monitor the related indicators. This model can help local hotel to increase their market share of the inbound market in western China.

Copyright

© 2017, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Xuelian Liu
PY  - 2017/12
DA  - 2017/12
TI  - A Customer Knowledge Management Model for Local Hospitality on European Market in Western China
BT  - Proceedings of the 2017 2nd International Conference on Education, Management Science and Economics (ICEMSE 2017)
PB  - Atlantis Press
SP  - 25
EP  - 33
SN  - 2352-5428
UR  - https://doi.org/10.2991/icemse-17.2017.7
DO  - 10.2991/icemse-17.2017.7
ID  - Liu2017/12
ER  -