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The implementation of customer relationship management as a key performance indicator for the service apartment industry in Hong Kong: a case study of standard serviced apartment

Service Apartment, as a new growth real estate sub-market had rapid growth in the past decade. Under the change of market condition and impact from its own characteristic, Service Apartment industry is facing a great challenge. In the marketplace, different organization would adopt different business strategies to confront the challenges. Apart from those common business strategies, Customer Relationship Management is one of the common strategies that has widely adopted by different organization and the effect was highly recognized. Therefore, some of the operators of Service Apartment also adopt Customer Relationship Management into the operation to improve the competitiveness and performance of the apartment.

In view of Service Apartment is a new growth industry, we attempt to conduct a case study in a standard class Service Apartment in Hong Kong to identify the importance of CRM to the Service Apartment industry and evaluate the performance of CRM application from operator's and user's view point and hence to identify the potential improvement on the application.
4 / published_or_final_version / Housing Management / Master / Master of Housing Management

  1. 10.5353/th_b4834375
  2. b4834375
Date January 2012
CreatorsYeung, Wing-lun., 楊永倫.
PublisherThe University of Hong Kong (Pokfulam, Hong Kong)
Source SetsHong Kong University Theses
Detected LanguageEnglish
RightsThe author retains all proprietary rights, (such as patent rights) and the right to use in future works., Creative Commons: Attribution 3.0 Hong Kong License
RelationHKU Theses Online (HKUTO)

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