Assessing the influence of customer relationship management (CRM) dimensions on organization performance
Purpose– The purpose of this paper is to investigate the relationship between CRM dimensions (i.e. customer orientation, CRM organization, knowledge management, and technology based CRM) and various aspects of organization performance (i.e. financial, customer, internal process, and learning and gro...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Emerald Group Publishing Limited
2013
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| Subjects: | |
| Online Access: | https://repo.uum.edu.my/id/eprint/12635/1/JHTT.pdf |
| _version_ | 1825803041211678720 |
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| author | Mohammad, Abdul alem Rashid, Basri Tahir, Shaharuddin |
| author_facet | Mohammad, Abdul alem Rashid, Basri Tahir, Shaharuddin |
| author_sort | Mohammad, Abdul alem |
| collection | UUM |
| description | Purpose– The purpose of this paper is to investigate the relationship between CRM dimensions (i.e. customer orientation, CRM organization, knowledge management, and technology based CRM) and various aspects of organization performance (i.e. financial, customer, internal process, and learning and growth) in Malaysian hotels.Design/methodology/approach– This is a quantitative study, the response came from the managers of 152 Malaysian hotels (3 to 5 star) and data collected was subjected to correlation and regression analysis in pursuance of the study's stated objectives.Findings
– The results of this study suggest that all dimensions of CRM (i.e. customer orientation, CRM organization, knowledge management and technology based CRM) have a positive and significant impact on different perspectives of hotel performance. However, CRM technology failed to show a significant relationship with learning and growth perspective of hotel performance.Research limitations/implications
– An emphasis has been placed on the direct relationship between CRM dimensions and organization performance perspectives as well as, the study concentrated only on 3 to 5 star hotels.Practical implications
– Meaningful implications are made that building an extensive and effective CRM dimensions in hotel firms is crucial to face a high competition and improve performance in Malaysia hotel sector.Originality/value
– The paper addresses CRM dimensions issues specifically for hotels in Malaysia. |
| first_indexed | 2024-07-04T05:50:25Z |
| format | Article |
| id | uum-12635 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T05:50:25Z |
| publishDate | 2013 |
| publisher | Emerald Group Publishing Limited |
| record_format | eprints |
| spelling | uum-126352014-11-12T06:01:28Z https://repo.uum.edu.my/id/eprint/12635/ Assessing the influence of customer relationship management (CRM) dimensions on organization performance Mohammad, Abdul alem Rashid, Basri Tahir, Shaharuddin HD28 Management. Industrial Management Purpose– The purpose of this paper is to investigate the relationship between CRM dimensions (i.e. customer orientation, CRM organization, knowledge management, and technology based CRM) and various aspects of organization performance (i.e. financial, customer, internal process, and learning and growth) in Malaysian hotels.Design/methodology/approach– This is a quantitative study, the response came from the managers of 152 Malaysian hotels (3 to 5 star) and data collected was subjected to correlation and regression analysis in pursuance of the study's stated objectives.Findings – The results of this study suggest that all dimensions of CRM (i.e. customer orientation, CRM organization, knowledge management and technology based CRM) have a positive and significant impact on different perspectives of hotel performance. However, CRM technology failed to show a significant relationship with learning and growth perspective of hotel performance.Research limitations/implications – An emphasis has been placed on the direct relationship between CRM dimensions and organization performance perspectives as well as, the study concentrated only on 3 to 5 star hotels.Practical implications – Meaningful implications are made that building an extensive and effective CRM dimensions in hotel firms is crucial to face a high competition and improve performance in Malaysia hotel sector.Originality/value – The paper addresses CRM dimensions issues specifically for hotels in Malaysia. Emerald Group Publishing Limited 2013 Article PeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/12635/1/JHTT.pdf Mohammad, Abdul alem and Rashid, Basri and Tahir, Shaharuddin (2013) Assessing the influence of customer relationship management (CRM) dimensions on organization performance. Journal of Hospitality and Tourism Technology, 4 (3). pp. 228-247. ISSN 1757-9880 http://dx.doi.org/10.1108/JHTT-01-2013-0002 doi:10.1108/JHTT-01-2013-0002 doi:10.1108/JHTT-01-2013-0002 |
| spellingShingle | HD28 Management. Industrial Management Mohammad, Abdul alem Rashid, Basri Tahir, Shaharuddin Assessing the influence of customer relationship management (CRM) dimensions on organization performance |
| title | Assessing the influence of customer relationship management (CRM) dimensions on organization performance |
| title_full | Assessing the influence of customer relationship management (CRM) dimensions on organization performance |
| title_fullStr | Assessing the influence of customer relationship management (CRM) dimensions on organization performance |
| title_full_unstemmed | Assessing the influence of customer relationship management (CRM) dimensions on organization performance |
| title_short | Assessing the influence of customer relationship management (CRM) dimensions on organization performance |
| title_sort | assessing the influence of customer relationship management crm dimensions on organization performance |
| topic | HD28 Management. Industrial Management |
| url | https://repo.uum.edu.my/id/eprint/12635/1/JHTT.pdf |
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