In the business world, customer relationship management (CRM) has emerged as the main marketing activity of the service firms. Organizations thrive to maintain long-lasting relationships with their customers. The priority of the firms is to maximize the relationship share (RS) with profitable customers. The current study aims at identifying determinants of RS for hotels leisure travellers. The findings indicate that customer satisfaction (CS) and attitude towards the hotel in the relationship are major predictors of RS. Besides, CS indirectly affects RS through customer’s attitude towards the hotel. The findings of the present study will help the practitioners to design CRM programme better and reap its maximum benefits.

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Purpose Journal of Corporate Real Estate (JCRE) is an international journal of repute. JCRE is an interdisciplinary journal focusing on corporate real estate management and caters to the needs of real estate owners and end-users. The journal's scope includes private and public sector corporate real estate owned and used by businesses to run their operations. This paper aims to analyze the journal's impact using bibliometric analysis from 1998 to 2017 on 380 publications. Design/methodology/approach The network analysis is performed using VOSviewer software and Biblioshiny R studio. The mapping presents citation structures, coauthorship patterns, bibliographic coupling and other network analyses. Findings The results show that the journal is growing in terms of citations and impact. The findings document various mapping criteria and their summaries. Seven major clusters are identified to delineate the underlying themes of publications in JCRE. Originality/value To the best of the authors’ knowledge, this paper offers the original and first bibliometric analysis of the journal’s impact over the first two decades. The findings are relevant for researchers and real estate stakeholders.

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Purpose The purpose of this paper is to examine the interrelationships among the extracted constructs of customer satisfaction (CS), knowledge about customer relationship management (CRM) program, customer attitude and their effect on relationship share (RS). The study also attempts to find if moderating role of gender exists among these constructs. Design/methodology/approach A conceptual framework is developed based on previous studies. In order to address a lack of comprehensive evaluation of B2C relationships in Indian hotels, this study extracted the dimensions of CRM in hotels and used them in the structural model. The conceptual model is tested using structural equation modeling approach through maximum likelihood estimation technique. A sample of 305 domestic travelers was used to test the hypothesized relationships among the constructs. Findings The findings indicate that CS and willingness to engage (CWER) in the relationship are major predictors of RS. Besides, CS indirectly affects RS through customer’s attitude toward the hotel. The results of the study also show that customer willingness to engage in the relationship is dependent on attitude of customer toward firm which is further dependent on knowledge about CRM program. One more notable finding of the study states that gender plays a moderating role between CS and customer willingness to engage in the relationship. Practical implications In addition to contributing toward academic knowledge, the findings of the present study will help the practitioners to better design CRM program and reap its maximum benefits. Originality/value The current study has considered new dimensions of CRM like customer’s knowledge of CRM and this is the first study to capture responses of Indian travelers in relation with various constructs. This is the first study to test the moderating effect of gender between various constructs.

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The purpose of this study was to validate the service locus of control (SLOC) scale in the hospitality sector in India. This article validated the SLOC scale (Bradley & Sparks, 2002) with a sample of Indian business travelers. The study aimed at examining reliability and validity of the scale. The validation of the scale was done through confirmatory factor analysis and discriminant as well as convergent validity was observed. The scale was administered to a sample of 304 business travelers (males = 173, females = 131). Results showed that the scale had high reliability and acceptable construct validity among Indian business travelers. The study offers implications for marketers to effectively customize the service offering by understanding the importance of locus of control in service settings. This is the first study to validate the SLOC scale among Indian business travelers. Besides, this is the first study to implement this scale in the hospitality sector.