Customer relationship management research in hospitality industry: a review and classification

Sota, Shikha; Chaudhry, Harish; Srivastava, Manish Kumar

doi:10.1080/19368623.2019.1595255

Cited by 28 publications

(19 citation statements)

References 152 publications

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“…3.1 Antecedents and consequences of perceived service quality 3.1.1 Customer relationship management and perceived service quality. Customer relationship management (CRM) is a significant item for the accomplishment of the business of any company in this tough competitive environment (Reinartz et al, 2004;Storbacka et al, 1994;Sota et al, 2020). It enables companies to deal with critical operational challenges (Alt and Reinhold, 2020).…”

Section: Conceptual Framework and Hypotheses Developmentmentioning

confidence: 99%

Examining antecedents and consequences of perceived service quality in the hotel industry: a comparison between London and New York

Palazzo

Foroudi

Ferri

2021

TQM

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Purpose This paper aims at exploring the relations amongst the concepts of customer relationship management (CRM), convenience, trust, perceived service quality, satisfaction, perceived value, loyalty, image and purchase intention in the hotel sector.Design/methodology/approach The research was conducted using interviews with hospitality managers and guests who had a direct connection with the hotel industry. According to the qualitative study results and literature review, the authors designed a model that was examined via structural equation modelling and fuzzy set qualitative comparative analysis.Findings This paper presents a conceptual framework that enhances existing research in the field of study, as it was implemented to measure the antecedent and consequences of perceived service quality. Based on the results from New York and London, the authors found that CRM and convenience have significant impact on perceived service quality. Interestingly, the aggregated data illustrate the negative relationship between image, loyalty and purchase intention.Originality/value The approach used by this study is partially in line with previous theoretical analyses and shows appealing patterns in international service quality perception. Besides, the paper adds insights into the realm, linking together different dimensions in order to reach an in-depth understanding and complex analysis of each item that affects and is affected by perceived service quality in the hotel industry.

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Section: Conceptual Framework and Hypotheses Developmentmentioning

confidence: 99%

Examining antecedents and consequences of perceived service quality in the hotel industry: a comparison between London and New York

Palazzo

Foroudi

Ferri

2021

TQM

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“…Indeed, scholars have investigated this variable among multiple accommodation service providers in the Asia-Pacific region, further highlighting the possibility of deviated findings among different cultural backgrounds. Additionally, relationship marketing, as a unidimensional construct, was examined in various later studies on relationship management in the hospitality sector (e.g., Chan et al, 2018;Sota et al, 2020). Since this study targeted the hotel industry, relationship marketing was measured using a 13-item scale by W. G. Kim et al (2001), which assesses a hotel's overall effort in maintaining a relationship with their customers through their marketing activities.…”

Section: The Moderating Effect Of Cultural Differencesmentioning

confidence: 99%

The Role of Cultural Differences in Customer Retention: Evidence from the High-Contact Service Industry

Fam

Cheng

Cham

et al. 2021

Journal of Hospitality & Tourism Research

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Current tourism landscape and dynamism of the business environment have increased market competitiveness in the high-contact service industry. Hotel operators must now pay greater heed to customer retention by exploring ways to improve customer engagement and experience. Toward this end, this study aimed to examine the interplays between relationship marketing, perceived service quality, corporate image, customer satisfaction, and customer loyalty, as well as the moderating effect of cultural difference between Asian and Western tourists. Using a questionnaire, data were collected from 400 international tourists and analyzed with the structural equation modeling technique. While the direct relationships pertaining the variables of interest were found to be significant, Asian tourists appeared to hold stricter standards in employee–customer interactions and satisfaction-based loyalty than Western tourists. Discussion and implications are provided to promote the development of fruitful hotel–customer relationships in this industry with a heightened customer orientation.

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“…According to Nyadzayo and Khajehzadeh (2016); Law, et al, (2018) CRM is based on creating and improving the relationship with customers in the most efficient way to keep them loyal and loyal customers are profitable. Sota, et al (2019) stated that due to the competitive business environment in the hotel industry nowadays, CRM has become a crucial tool that every hotel should use to survive in the market. Organizations that implement efficient CRM strategy will obtain several benefits in terms of increasing sales through better understanding of the target segment, personalizing products and services, and most importantly ensuring customer retention and loyalty and loyal customers are much more profitable to the business than new customers as they cost less.…”

Section: Customer Relationship Management (Crm) and Loyaltymentioning

confidence: 99%

“…Furthermore, Sota, et al (2019) note that nearly none of the articles handling CRM have analyzed the impact of CRM on new customer generation which is critical, taking into consideration that international hotels are spending millions of dollars on CRM systems yearly and as such there is a need to investigate accurately the specific cost benefit analysis of CRM in hospitality industry.…”

Section: Suggestions For Future Researchmentioning

confidence: 99%

The Impact of CRM on Customer Satisfaction and Customer Loyalty: Mediation Effect of Customer Perceived Value (Evidence from Hospitality Industry)

Sheikh

Halim

Hamdy

et al. 2020

مجلة جامعة الإسکندریة للعلوم الإداریة

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Customer relationship management research in hospitality industry: a review and classification

Cited by 28 publications

References 152 publications

Examining antecedents and consequences of perceived service quality in the hotel industry: a comparison between London and New York

Examining antecedents and consequences of perceived service quality in the hotel industry: a comparison between London and New York

The Role of Cultural Differences in Customer Retention: Evidence from the High-Contact Service Industry

The Impact of CRM on Customer Satisfaction and Customer Loyalty: Mediation Effect of Customer Perceived Value (Evidence from Hospitality Industry)

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