Purpose Social customer relationship management (SCRM) is an evolving strategy gaining
prominence in the hotel industry by cultivating new, improved relationships through …

In the present scenario of the globalised digital era, organisations have implemented social
media as a methodology of Customer Relationship Management (CRM). Social Customer …

In recent years, the concept of customer relationship management (CRM) has undergone a
major change from being a strategy that focused solely on establishing financial bonds with …

While the construct customer brand engagement is gaining magnitude in hospitality studies,
this study establishes positive word of mouth and brand loyalty as relevant outcomes of …

Purpose This study aims to analyze the role of corporate social responsibility (CSR)
customer perceptions, customer–company identification and customer trust on customer …

While research on the implementation of SCRM is trending in the manufacturing sector,
there is scant research available on this phenomenon in the travel and tourism industry. The …

Purpose E-commerce and social media technologies can significantly benefit the food and
beverage industry by reducing costs, streamlining supply activities, and, most importantly …

The rise of social media challenges the traditional notion of customer relationship
management (CRM) and has led to the emergence of social CRM. This study collected and …

Purpose The purpose of this paper is to develop and test a model examining the key factors
that emerge from the social customer relationship management (CRM) process. Specifically …

Purpose In this twenty-first century, the emergence of social media has been integral in
business-related processes, especially in small-and medium-sized enterprises (SMEs) …