Özet:

Long-term relationships with customers are very important for today in terms of increasing profitability, reducing costs and competing with other. Therefore, a study was conducted to determine the attitudes of management towards customer relations in smallscale accommodation. To this end, questionnaires were distributed to the managers of 148 small-scale hotels and hostels in Nicaragua. A total of 110 of the questionnaires were filled. "Independent Samples T" and "one way ANOVA" tests were applied to the hypotheses created. It was found in the research that the managers have a positive attitude towards customer relationship management. In addition, according to the factor analysis result, "human" is the most important factor followed by "process" and "technology". A significant difference between customer relations and managers' gender, level of education and professional experience wasn't found

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