Customer Relationship Management ( CRM) in Hotel Industry : A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities, and Hotel Performance
Customer relationship management (CRM) has a growing popularity and is becoming one of the hottest academic and practical topics in the business field. In fact, due to the competitive environment, CRM is crucial and has become a niche for firm performance. However, there is limited research that rev...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
EconJournals
2012-12-01
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| Series: | International Review of Management and Marketing |
| Subjects: | |
| Online Access: | https://dergipark.org.tr/tr/pub/irmm/issue/32073/355009?publisher=http-www-cag-edu-tr-ilhan-ozturk |
| _version_ | 1828019884904153088 |
|---|---|
| author | Abdul Alem Mohammed Basri bin Rashid |
| author_facet | Abdul Alem Mohammed Basri bin Rashid |
| author_sort | Abdul Alem Mohammed |
| collection | DOAJ |
| description | Customer relationship management (CRM) has a growing popularity and is becoming one of the hottest academic and practical topics in the business field. In fact, due to the competitive environment, CRM is crucial and has become a niche for firm performance. However, there is limited research that reveals the relationship between CRM dimensions and hotel performance. Therefore this study is an attempt to provide a value conceptual model that explains the theoretical linkages existing between CRM dimensions and hotel performance. This study serves not only to clarify the relationship between CRM dimensions and hotel performance, but also to explain the mediation role of marketing capabilities in this relationship. |
| first_indexed | 2024-04-10T11:27:55Z |
| format | Article |
| id | doaj.art-9c30b1882d77428b907f7d917319e242 |
| institution | Directory Open Access Journal |
| issn | 2146-4405 |
| language | English |
| last_indexed | 2024-04-10T11:27:55Z |
| publishDate | 2012-12-01 |
| publisher | EconJournals |
| record_format | Article |
| series | International Review of Management and Marketing |
| spelling | doaj.art-9c30b1882d77428b907f7d917319e2422023-02-15T16:18:17ZengEconJournalsInternational Review of Management and Marketing2146-44052012-12-01242202301032Customer Relationship Management ( CRM) in Hotel Industry : A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities, and Hotel PerformanceAbdul Alem MohammedBasri bin RashidCustomer relationship management (CRM) has a growing popularity and is becoming one of the hottest academic and practical topics in the business field. In fact, due to the competitive environment, CRM is crucial and has become a niche for firm performance. However, there is limited research that reveals the relationship between CRM dimensions and hotel performance. Therefore this study is an attempt to provide a value conceptual model that explains the theoretical linkages existing between CRM dimensions and hotel performance. This study serves not only to clarify the relationship between CRM dimensions and hotel performance, but also to explain the mediation role of marketing capabilities in this relationship.https://dergipark.org.tr/tr/pub/irmm/issue/32073/355009?publisher=http-www-cag-edu-tr-ilhan-ozturkcrm marketing capability hotel industry |
| spellingShingle | Abdul Alem Mohammed Basri bin Rashid Customer Relationship Management ( CRM) in Hotel Industry : A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities, and Hotel Performance International Review of Management and Marketing crm marketing capability hotel industry |
| title | Customer Relationship Management ( CRM) in Hotel Industry : A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities, and Hotel Performance |
| title_full | Customer Relationship Management ( CRM) in Hotel Industry : A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities, and Hotel Performance |
| title_fullStr | Customer Relationship Management ( CRM) in Hotel Industry : A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities, and Hotel Performance |
| title_full_unstemmed | Customer Relationship Management ( CRM) in Hotel Industry : A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities, and Hotel Performance |
| title_short | Customer Relationship Management ( CRM) in Hotel Industry : A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities, and Hotel Performance |
| title_sort | customer relationship management crm in hotel industry a framework proposal on the relationship among crm dimensions marketing capabilities and hotel performance |
| topic | crm marketing capability hotel industry |
| url | https://dergipark.org.tr/tr/pub/irmm/issue/32073/355009?publisher=http-www-cag-edu-tr-ilhan-ozturk |
| work_keys_str_mv | AT abdulalemmohammed customerrelationshipmanagementcrminhotelindustryaframeworkproposalontherelationshipamongcrmdimensionsmarketingcapabilitiesandhotelperformance AT basribinrashid customerrelationshipmanagementcrminhotelindustryaframeworkproposalontherelationshipamongcrmdimensionsmarketingcapabilitiesandhotelperformance |