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DC Field | Value | Language |
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dc.contributor.author | Tsokota, Theo | - |
dc.contributor.author | Mahlangu, Gilbert | - |
dc.contributor.author | Muruko, Muchaneta Enipha | - |
dc.contributor.author | Kangara- Chipfumbu, Colletor Tendeukai | - |
dc.date.accessioned | 2022-01-12T13:18:59Z | - |
dc.date.available | 2022-01-12T13:18:59Z | - |
dc.date.issued | 2021 | - |
dc.identifier.issn | 2042-1338 | - |
dc.identifier.issn | 2042-1346 | - |
dc.identifier.uri | https://doi.org/10.1080/20421338.2021.1938797 | - |
dc.identifier.uri | http://hdl.handle.net/11408/4647 | - |
dc.description.abstract | Electronic customer relationship management (e-CRM) is acknowledged today as an obligatory concept of customer relationship management in the world of services. However, there is a lack of any clear e-CRM framework for Game Parks in Zimbabwe. Consequently, this study’s primary objective is to address a gap existing in research to gain an appreciation of the underlying reasons affecting the adoption of available e-CRM technologies and uncover prevalent trends in Game Parks in Zimbabwe. Accordingly, the study deployed a qualitative research case study design used within a design science research framework. Thematic analysis was used to analyze data. Findings show that the studied Game Parks still use peripheral e-CRM tools at the pre-, during and post-visit stages. This was mainly due to the following; lack of financial resources, lack of employee buy-in, management domination by individuals without full knowledge of electronic tools, and customer ignorance. Consequently, results were synthesized into a framework that two experts evaluated. This study is crucial as it provides new insights on how e-CRM can be implemented for Game Parks, especially in Zimbabwe. The study augments knowledge in the field of e-CRM for Game Parks, especially in developing countries like Zimbabwe. | en_US |
dc.language.iso | en | en_US |
dc.publisher | Routledge | en_US |
dc.relation.ispartofseries | African Journal of Science, Technology, Innovation and Development;p. 1-12 | - |
dc.subject | Electronic customer relationship management | en_US |
dc.subject | Framework | en_US |
dc.subject | Game parks | en_US |
dc.subject | Zimbabwe | en_US |
dc.title | Electronic customer relationship management framework for Game Parks in Zimbabwe | en_US |
dc.type | Article | en_US |
item.languageiso639-1 | en | - |
item.openairetype | Article | - |
item.openairecristype | http://purl.org/coar/resource_type/c_18cf | - |
item.fulltext | With Fulltext | - |
item.grantfulltext | open | - |
item.cerifentitytype | Publications | - |
Appears in Collections: | Research Papers |
Files in This Item:
File | Description | Size | Format | |
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Electronic customer relationship management framework for Game Parks in Zimbabwe.pdf | Abstract | 378.74 kB | Adobe PDF | View/Open |
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