Purpose In the contemporary hospitality industry, superior customer experiences are
essential in gaining customer loyalty and achieving a competitive advantage. However …

Purpose This study aimed to provide a critical review of the evolution of customer
relationship management (CRM) research in the hospitality and tourism (H&T) field …

Client knowledge remains a key strategic point in hospitality management. However, the
role that can be played by large amounts of available information in the Customer …

ABSTRACT Customer Relationship Management (CRM) can bring many benefits to the
hotel business, though there are some associated challenges. Such challenges often bring …

Purpose The study aims to investigate the effect of four customer relationship management
(CRM) dimensions, namely, customer orientation, customer relationship management …

Strategic Management for Tourism, Hospitality and Events is the must-have text for students
approaching this subject for the first time. It introduces students to fundamental strategic …

This study aimed to identify the relative importance of the Critical Success Factors (CSFs)
that contribute to the success and development of hotel industry in Malaysia. Drawing …

Loyalty in tourism is one of the main concerns for tourist organizations and researchers
alike. Recently, technology in general and CRM and social networks in particular have been …

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 …

This study reviews research articles published in the area of Customer Relationship
Management (CRM) in the hospitality industry. The aim of this article is to systematically …