Key Issues in the Implementation of Electronic Customer Relationship Management in the Australian Hospitality and Tourism Sector

Abstract

Tourism is a dynamic part of our economy. The global hospitality and tourism industry, which blends the lodging, food, attractions, cultural, and travel industries, is the world's largest industry with $4.5 trillion in expenditures generating 212 million jobs. Dynamic market forces such as global competition, changing customer expectations, and new communication technology—combined with career challenges due to ongoing industry consolidation and corporate restructuring—mandate continuous learning and the sharing of ideas.