Search results

This chapter investigates the effect of customer orientation and CRM organization on hotel financial performance. A model of enhancing hotel financial performance through customer satisfaction practices was tested. Customer satisfaction was hypothesized to be a mediator in the relationships between customer orientation and CRM organization and the result being financial performance. The sample consisted of 54 hotels that was made up of three 5-star, fifteen 4-star, and thirty-six 3-star hotels in Ghana. A quantitative deductive approach was employed to gather data using cross-sectional survey, which was analyzed using PLS-SEM to check the validity, reliability and factor loading of the data. The findings revealed that, CRM organization enhances customer satisfaction and financial performance of hotels. Also, customer orientation showed significant positively related to customer satisfaction in the hotels. Surprisingly, the effects of CRM organization and customer orientation on financial performance through customer satisfaction were insignificant. Thus, customer satisfaction failed to mediate the effect of CRM organization and customer orientation on the financial performance of hotels. This suggests that though an effective CRM organization enhances customer satisfaction, it directly affects the financial performance of hotels. The outcomes have useful implications for CRM implementation on hotel financial performance in Ghana.

Science, Technology, Engineering, and Mathematics (STEM) education, its importance, and its difficulties have been defined. This chapter seeks to present the digital tools that have been used during the pandemic period and that have been focused on promoting STEM education at different levels. The efforts made by educational organizations worldwide are mentioned. Different regions are shown presenting the best experiences of digital tools that enhance the elements of STEM and can be extended to different levels of education from elementary school to university. On the other hand, successful experiences of the use of technological tools from the teachers' point of view are shown, depicting the tools that have worked the most during the process of adapting to online classes to devise a much better educational plan that continues to take advantage of digital tools for STEM education.