The Impact of Customer-Centric Marketing on The Customers’ Retention in The ‎Egyptian Hotels

Abstract

customer is the actual boss of the hotel in its strategy . The shift to naming guests as dear guests, Raising the employees ’awareness of the importance of CCM, their satisfaction and loyalty as tools of guaranteed production in the context of their retention, through systematic training and enlightening meetings with employees. with mean and STD (0.83). results show the role of CCM practices in well-designed guest complaint handling processes. These results agreed with (Baum et al ., 2001; Muriithi, 2015).