Electronic customer relationship management framework for Game Parks in Zimbabwe
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 addres...
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| Format: | Article |
| Language: | English |
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Routledge
2022
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| Online Access: | https://doi.org/10.1080/20421338.2021.1938797 http://hdl.handle.net/11408/4647 |
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| author | Tsokota, Theo Mahlangu, Gilbert Muruko, Muchaneta Enipha Kangara- Chipfumbu, Colletor Tendeukai |
| author_facet | Tsokota, Theo Mahlangu, Gilbert Muruko, Muchaneta Enipha Kangara- Chipfumbu, Colletor Tendeukai |
| author_sort | Tsokota, Theo |
| collection | DSpace |
| description | 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. |
| format | Article |
| id | ir-11408-4647 |
| institution | My University |
| language | English |
| publishDate | 2022 |
| publisher | Routledge |
| record_format | dspace |
| spelling | ir-11408-46472022-06-27T13:49:06Z Electronic customer relationship management framework for Game Parks in Zimbabwe Tsokota, Theo Mahlangu, Gilbert Muruko, Muchaneta Enipha Kangara- Chipfumbu, Colletor Tendeukai Electronic customer relationship management Framework Game parks Zimbabwe 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. 2022-01-12T13:18:59Z 2022-01-12T13:18:59Z 2021 Article 2042-1338 2042-1346 https://doi.org/10.1080/20421338.2021.1938797 http://hdl.handle.net/11408/4647 en African Journal of Science, Technology, Innovation and Development;p. 1-12 open Routledge |
| spellingShingle | Electronic customer relationship management Framework Game parks Zimbabwe Tsokota, Theo Mahlangu, Gilbert Muruko, Muchaneta Enipha Kangara- Chipfumbu, Colletor Tendeukai Electronic customer relationship management framework for Game Parks in Zimbabwe |
| title | Electronic customer relationship management framework for Game Parks in Zimbabwe |
| title_full | Electronic customer relationship management framework for Game Parks in Zimbabwe |
| title_fullStr | Electronic customer relationship management framework for Game Parks in Zimbabwe |
| title_full_unstemmed | Electronic customer relationship management framework for Game Parks in Zimbabwe |
| title_short | Electronic customer relationship management framework for Game Parks in Zimbabwe |
| title_sort | electronic customer relationship management framework for game parks in zimbabwe |
| topic | Electronic customer relationship management Framework Game parks Zimbabwe |
| url | https://doi.org/10.1080/20421338.2021.1938797 http://hdl.handle.net/11408/4647 |
| work_keys_str_mv | AT tsokotatheo electroniccustomerrelationshipmanagementframeworkforgameparksinzimbabwe AT mahlangugilbert electroniccustomerrelationshipmanagementframeworkforgameparksinzimbabwe AT murukomuchanetaenipha electroniccustomerrelationshipmanagementframeworkforgameparksinzimbabwe AT kangarachipfumbucolletortendeukai electroniccustomerrelationshipmanagementframeworkforgameparksinzimbabwe |