Customer relationship management and hotel performance: the mediating influence of marketing capabilities—evidence from the Malaysian hotel industry
The aim of this study is to assess the influence of customer relationship management (CRM) on marketing capabilities (planning and implementation) and organizational performance, through an analysis of the hotel industry in Malaysia.The study uses partial least squares to examine the mediating influ...
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| Format: | Article |
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Springer International Publishing AG
2017
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| _version_ | 1803628243857702912 |
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| author | Mohammed, Abdul Alem Rashid, Basri Tahir, Shaharuddin |
| author_facet | Mohammed, Abdul Alem Rashid, Basri Tahir, Shaharuddin |
| author_sort | Mohammed, Abdul Alem |
| collection | UUM |
| description | The aim of this study is to assess the influence of customer relationship management (CRM) on marketing capabilities (planning and implementation) and organizational performance, through an analysis of the hotel industry in Malaysia.The study uses partial least squares to examine the mediating influence of marketing capabilities on the association between CRM and hotel performance.A survey of hotel managers was conducted, and a total of 152 usable questionnaires were obtained. The results enrich the literature by showing a positive relationship between CRM and hotel performance; they also indicate that marketing planning and implementation play a mediating role in the relationship between CRM and hotel performance. From the practical perspective, by understanding the relationship among the constructs in the research model, hotel managers could maximize use of their internal resources to improve organizational performance. |
| first_indexed | 2024-07-04T06:18:52Z |
| format | Article |
| id | uum-21832 |
| institution | Universiti Utara Malaysia |
| last_indexed | 2024-07-04T06:18:52Z |
| publishDate | 2017 |
| publisher | Springer International Publishing AG |
| record_format | dspace |
| spelling | uum-218322017-04-20T06:21:18Z https://repo.uum.edu.my/id/eprint/21832/ Customer relationship management and hotel performance: the mediating influence of marketing capabilities—evidence from the Malaysian hotel industry Mohammed, Abdul Alem Rashid, Basri Tahir, Shaharuddin GV Recreation Leisure HD28 Management. Industrial Management The aim of this study is to assess the influence of customer relationship management (CRM) on marketing capabilities (planning and implementation) and organizational performance, through an analysis of the hotel industry in Malaysia.The study uses partial least squares to examine the mediating influence of marketing capabilities on the association between CRM and hotel performance.A survey of hotel managers was conducted, and a total of 152 usable questionnaires were obtained. The results enrich the literature by showing a positive relationship between CRM and hotel performance; they also indicate that marketing planning and implementation play a mediating role in the relationship between CRM and hotel performance. From the practical perspective, by understanding the relationship among the constructs in the research model, hotel managers could maximize use of their internal resources to improve organizational performance. Springer International Publishing AG 2017-04 Article PeerReviewed Mohammed, Abdul Alem and Rashid, Basri and Tahir, Shaharuddin (2017) Customer relationship management and hotel performance: the mediating influence of marketing capabilities—evidence from the Malaysian hotel industry. Information Technology & Tourism. pp. 1-27. ISSN 1098-3058 http://doi.org/10.1007/s40558-017-0085-4 doi:10.1007/s40558-017-0085-4 doi:10.1007/s40558-017-0085-4 |
| spellingShingle | GV Recreation Leisure HD28 Management. Industrial Management Mohammed, Abdul Alem Rashid, Basri Tahir, Shaharuddin Customer relationship management and hotel performance: the mediating influence of marketing capabilities—evidence from the Malaysian hotel industry |
| title | Customer relationship management and hotel performance: the mediating influence of marketing capabilities—evidence from the Malaysian hotel industry |
| title_full | Customer relationship management and hotel performance: the mediating influence of marketing capabilities—evidence from the Malaysian hotel industry |
| title_fullStr | Customer relationship management and hotel performance: the mediating influence of marketing capabilities—evidence from the Malaysian hotel industry |
| title_full_unstemmed | Customer relationship management and hotel performance: the mediating influence of marketing capabilities—evidence from the Malaysian hotel industry |
| title_short | Customer relationship management and hotel performance: the mediating influence of marketing capabilities—evidence from the Malaysian hotel industry |
| title_sort | customer relationship management and hotel performance the mediating influence of marketing capabilities evidence from the malaysian hotel industry |
| topic | GV Recreation Leisure HD28 Management. Industrial Management |
| work_keys_str_mv | AT mohammedabdulalem customerrelationshipmanagementandhotelperformancethemediatinginfluenceofmarketingcapabilitiesevidencefromthemalaysianhotelindustry AT rashidbasri customerrelationshipmanagementandhotelperformancethemediatinginfluenceofmarketingcapabilitiesevidencefromthemalaysianhotelindustry AT tahirshaharuddin customerrelationshipmanagementandhotelperformancethemediatinginfluenceofmarketingcapabilitiesevidencefromthemalaysianhotelindustry |