Factors influencing the implementation of customer relationship management (CRM) strategy in the hotel industry: consumers’ perspective
The paper aims to empirically test the relationship of customers' privacy, business ethics, service efficiency and corporate social responsibility (CSR) towards the implementation of customer relationship management (CRM). A survey method, technique was used in this study with 260 respond...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
The International Journal Research Publication's
2014
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| Subjects: | |
| Online Access: | http://irep.iium.edu.my/38975/1/3403-9623-1-PB.pdf |
| _version_ | 1796879133944315904 |
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| author | MD. Ashraful Azam, khan Rahman, Muhammad Sabbir |
| author_facet | MD. Ashraful Azam, khan Rahman, Muhammad Sabbir |
| author_sort | MD. Ashraful Azam, khan |
| collection | IIUM |
| description | The paper aims to empirically test the relationship of customers' privacy, business ethics, service
efficiency and corporate social responsibility (CSR) towards the implementation of customer
relationship management (CRM). A survey method, technique was used in this study with 260
respondents from different tourist destinations in Malaysia. To test the hypotheses, this research
applied multiple regression technique. Business ethics were found to have the most important
influence on the implementation of CRM in hotel industry followed by privacy, service efficiency and
CSR. This research agreed that managers in hotel industries should tailor the implementation of a
CRM strategy by concerning more on the practice of business ethics in their service performance. |
| first_indexed | 2024-03-05T23:30:49Z |
| format | Article |
| id | oai:generic.eprints.org:38975 |
| institution | International Islamic University Malaysia |
| language | English |
| last_indexed | 2024-03-05T23:30:49Z |
| publishDate | 2014 |
| publisher | The International Journal Research Publication's |
| record_format | dspace |
| spelling | oai:generic.eprints.org:389752018-06-11T01:57:17Z http://irep.iium.edu.my/38975/ Factors influencing the implementation of customer relationship management (CRM) strategy in the hotel industry: consumers’ perspective MD. Ashraful Azam, khan Rahman, Muhammad Sabbir HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products The paper aims to empirically test the relationship of customers' privacy, business ethics, service efficiency and corporate social responsibility (CSR) towards the implementation of customer relationship management (CRM). A survey method, technique was used in this study with 260 respondents from different tourist destinations in Malaysia. To test the hypotheses, this research applied multiple regression technique. Business ethics were found to have the most important influence on the implementation of CRM in hotel industry followed by privacy, service efficiency and CSR. This research agreed that managers in hotel industries should tailor the implementation of a CRM strategy by concerning more on the practice of business ethics in their service performance. The International Journal Research Publication's 2014-11-01 Article PeerReviewed application/pdf en http://irep.iium.edu.my/38975/1/3403-9623-1-PB.pdf MD. Ashraful Azam, khan and Rahman, Muhammad Sabbir (2014) Factors influencing the implementation of customer relationship management (CRM) strategy in the hotel industry: consumers’ perspective. Research Journal of Commerce & Behavioural Science, 4 (1). pp. 1-7. ISSN 2251-1547 http://www.theinternationaljournal.org/ojs/index.php?journal=rjcbs&page=article&op=view&path%5B%5D=3403&path%5B%5D=pdf |
| spellingShingle | HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products MD. Ashraful Azam, khan Rahman, Muhammad Sabbir Factors influencing the implementation of customer relationship management (CRM) strategy in the hotel industry: consumers’ perspective |
| title | Factors influencing the implementation of customer relationship management (CRM) strategy in the hotel industry: consumers’ perspective
|
| title_full | Factors influencing the implementation of customer relationship management (CRM) strategy in the hotel industry: consumers’ perspective
|
| title_fullStr | Factors influencing the implementation of customer relationship management (CRM) strategy in the hotel industry: consumers’ perspective
|
| title_full_unstemmed | Factors influencing the implementation of customer relationship management (CRM) strategy in the hotel industry: consumers’ perspective
|
| title_short | Factors influencing the implementation of customer relationship management (CRM) strategy in the hotel industry: consumers’ perspective
|
| title_sort | factors influencing the implementation of customer relationship management crm strategy in the hotel industry consumers perspective |
| topic | HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products |
| url | http://irep.iium.edu.my/38975/1/3403-9623-1-PB.pdf |
| work_keys_str_mv | AT mdashrafulazamkhan factorsinfluencingtheimplementationofcustomerrelationshipmanagementcrmstrategyinthehotelindustryconsumersperspective AT rahmanmuhammadsabbir factorsinfluencingtheimplementationofcustomerrelationshipmanagementcrmstrategyinthehotelindustryconsumersperspective |