Rossi, John
April 2003
Hospitality Upgrade;Spring2003, p126
Trade Publication
The article focuses on delivery chain management (DCM), described as the ability to tie customer interactions with supply chain in the hospitality industry. It is inferred that DCM is a discipline of interactively managing customers and prospects to establish value, one customer at a time. Also, it notes that DCM helps in responding to customers as individuals that make the most of customer relationships.


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