... is to consider whether the challenges of bounded rationality can, in part, be addressed by including projective techniques within the “mixed methods” approach. In particular, it discusses the role of information and communication technologies (ICT) in such an approach. Design/methodology/approach The results...

... relations Customer service management Communication technologies Organizational change Customer relationship management (CRM) involves direct customer interaction and use of customer data for enhancing relationships with the customer. The importance of building such relationships has elevated CRM...

... tangible benefits from this development. Practical implications The paper offers tangible examples for the travel industry on how to utilise this new technology. The technology is already available and the information communication technologies (ICT) companies are keen to establish ways as to how...