IDEAS home Printed from https://ideas.repec.org/a/eco/journ3/2012-03-3.html
   My bibliography  Save this article

Customer Relationship Management (CRM) in Hotel Industry: A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities and Hotel Performance

Author

Listed:
  • Abdul Alem Mohammed

    (School of Tourism, Hospitality and Environmental Management, COLGIS, Univerisiti Utara Malaysia, Sintok, Malaysia)

  • Basri bin Rashid

    (School of Tourism, Hospitality and Environmental Management, COLGIS, Univerisiti Utara Malaysia, Sintok, Malaysia)

Abstract

Customer relationship management (CRM) has a growing popularity and is becoming one of the hottest academic and practical topics in the business field. In fact, due to the competitive environment, CRM is crucial and has become a niche for firm performance. However, there is limited research that reveals the relationship between CRM dimensions and hotel performance. Therefore this study is an attempt to provide a value conceptual model that explains the theoretical linkages existing between CRM dimensions and hotel performance. This study serves not only to clarify the relationship between CRM dimensions and hotel performance, but also to explain the mediation role of marketing capabilities in this relationship.

Suggested Citation

  • Abdul Alem Mohammed & Basri bin Rashid, 2012. "Customer Relationship Management (CRM) in Hotel Industry: A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities and Hotel Performance," International Review of Management and Marketing, Econjournals, vol. 2(4), pages 220-230.
    • Handle: RePEc:eco:journ3:2012-03-3
    as

    Download full text from publisher

    File URL: http://www.econjournals.com/index.php/irmm/article/download/297/pdf
    Download Restriction: no
    File URL: http://www.econjournals.com/index.php/irmm/article/view/297/pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. John Mylonakis, 2009. "Customer Relationship Management Functions: A Survey of Greek Bank Customer Satisfaction Perceptions," The IUP Journal of Bank Management, IUP Publications, vol. 0(2), pages 7-31, May.
    2. Stern Neill, 2010. "Decomposing the effects of organizational memory on marketing implementation," Marketing Letters, Springer, vol. 21(2), pages 135-147, June.
    3. Neil A. Morgan & Douglas W. Vorhies & Charlotte H. Mason, 2009. "Market orientation, marketing capabilities, and firm performance," Strategic Management Journal, Wiley Blackwell, vol. 30(8), pages 909-920, August.
    4. Becker, Jan U. & Greve, Goetz & Albers, Sönke, 2009. "The impact of technological and organizational implementation of CRM on customer acquisition, maintenance, and retention," International Journal of Research in Marketing, Elsevier, vol. 26(3), pages 207-215.
    5. Adel Beldi & Walid Cheffi & Prasanta K. Dey, 2010. "Managing customer relationship management projects: The case of a large French TeleCommunications Company," Post-Print hal-00565506, HAL.
    6. Lee, Ruby P. & Naylor, Gillian & Chen, Qimei, 2011. "Linking customer resources to firm success: The role of marketing program implementation," Journal of Business Research, Elsevier, vol. 64(4), pages 394-400, April.
    7. Liu, Sandra S. & Luo, Xueming & Shi, Yi-Zheng, 2003. "Market-oriented organizations in an emerging economy: A study of missing links," Journal of Business Research, Elsevier, vol. 56(6), pages 481-491, June.
    8. Piskar Franka & Faganel Armand, 2009. "A Successful CRM Implementation Project in a Service Company: Case Study," Organizacija, Sciendo, vol. 42(5), pages 199-208, September.
    9. Chang, Woojung & Park, Jeong Eun & Chaiy, Seoil, 2010. "How does CRM technology transform into organizational performance? A mediating role of marketing capability," Journal of Business Research, Elsevier, vol. 63(8), pages 849-855, August.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Nader Aljawarneh & Ziyad Alomari, 2018. "The Role of Enterprise Resource Planning Systems ERP in Improving Customer Relationship Management CRM: An Empirical Study of Safeway Company of Jordan," International Journal of Business and Management, Canadian Center of Science and Education, vol. 13(8), pages 1-86, June.
    2. Mohannad A. M. Abu Daqar & Ahmad K. A. Smoudy, 2019. "The Impact of Consumer Buying Behavior on Customer Relationship Management in the Banking Sector," International Review of Management and Marketing, Econjournals, vol. 9(4), pages 39-46.
    3. Farzana Riva & Mohammad Rajib Uddin & Mohammad Rabiul Basher Rubel, 2020. "Effect of Customers’ Attitude, Involvement on Purchase Intention: Moderating Effect of Cause Related Marketing Campaigns," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 11(2), pages 1-75, March.
    4. Maziriri E T & Chinomona E, 2016. "Modeling the Influence of Relationship Marketing, Green Marketing and Innovative Marketing on the Business Performance of Small, Medium and Micro Enterprises (SMMES)," Journal of Economics and Behavioral Studies, AMH International, vol. 8(3), pages 127-139.
    5. Mohammad Nabil Shaaban & Soha Ashraf Ghoneim, 2017. "Assessing the Effect of Customer Relationship Management on Hotels’ Marketing Performance: The Mediating Role of Marketing Capabilities – Evidence from Sharm El-Sheikh, Egypt," Tourism Research Institute, Journal of Tourism Research, vol. 18(1), pages 84-104, November.
    6. Yang Zhang & Su Zhang & Fu-Chieh Hsu, 2023. "Crisis Management Performance of Upscale Hotels in the Greater Bay Area, China: A Comparative Study in a Complex Institutional Situation," Sustainability, MDPI, vol. 15(6), pages 1-24, March.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Mohammad Nabil Shaaban & Soha Ashraf Ghoneim, 2017. "Assessing the Effect of Customer Relationship Management on Hotels’ Marketing Performance: The Mediating Role of Marketing Capabilities – Evidence from Sharm El-Sheikh, Egypt," Tourism Research Institute, Journal of Tourism Research, vol. 18(1), pages 84-104, November.
    2. Perez-Vega, Rodrigo & Hopkinson, Paul & Singhal, Aishwarya & Mariani, Marcello M., 2022. "From CRM to social CRM: A bibliometric review and research agenda for consumer research," Journal of Business Research, Elsevier, vol. 151(C), pages 1-16.
    3. Abbas Keramati & Fatemeh Shapouri, 2016. "Multidimensional appraisal of customer relationship management: integrating balanced scorecard and multi criteria decision making approaches," Information Systems and e-Business Management, Springer, vol. 14(2), pages 217-251, May.
    4. Abdul Alem Mohammed & Basri B. Rashid & Shaharuddin B. Tahir, 2017. "Customer relationship management and hotel performance: the mediating influence of marketing capabilities—evidence from the Malaysian hotel industry," Information Technology & Tourism, Springer, vol. 17(3), pages 335-361, September.
    5. Sora Lee & Jaewon Yoo, 2021. "Determinants of a Firm’s Sustainable Competitive Advantages: Focused on Korean Small Enterprises," Sustainability, MDPI, vol. 13(1), pages 1-16, January.
    6. Morimura, Fumikazu & Sakagawa, Yuji, 2023. "The intermediating role of big data analytics capability between responsive and proactive market orientations and firm performance in the retail industry," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    7. Sang-Uk Jung & Valeriia Shegai, 2023. "The Impact of Digital Marketing Innovation on Firm Performance: Mediation by Marketing Capability and Moderation by Firm Size," Sustainability, MDPI, vol. 15(7), pages 1-16, March.
    8. Mohammed Alamgir & Mohammad Shamsuddoha, 2015. "Customer Relationship Management (Crm) Success Factors: An Exploratory Study," EcoForum, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 4(1), pages 1-7, January.
    9. Foltean, Florin Sabin & Trif, Simona Mihaela & Tuleu, Daniela Liliana, 2019. "Customer relationship management capabilities and social media technology use: Consequences on firm performance," Journal of Business Research, Elsevier, vol. 104(C), pages 563-575.
    10. Xi’na Yuan & Sohyoun Shin & Xinming He & Sang Yong Kim, 2016. "Innovation capability, marketing capability and firm performance: A two-nation study of China and Korea," Asian Business & Management, Palgrave Macmillan, vol. 15(1), pages 32-56, February.
    11. Bitencourt, Claudia Cristina & de Oliveira Santini, Fernando & Ladeira, Wagner Junior & Santos, Ana Clarissa & Teixeira, Eduardo Kunzel, 2020. "The extended dynamic capabilities model: A meta-analysis," European Management Journal, Elsevier, vol. 38(1), pages 108-120.
    12. Anetta Pukas, 2022. "Zasoby technologiczne jako krytyczne czynniki sukcesu zarządzania relacjami z klientem (CRM) we współczesnym przedsiębiorstwie," Nowoczesne Systemy Zarządzania. Modern Management Systems, Military University of Technology, Faculty of Security, Logistics and Management, Institute of Organization and Management, issue 1, pages 25-36.
    13. Gök, Osman & Peker, Sinem & Hacioglu, Gungor, 2015. "The marketing department’s reputation in the firm," European Management Journal, Elsevier, vol. 33(5), pages 366-380.
    14. Wei Liu & Zongshui Wang & Hong Zhao, 2020. "Comparative study of customer relationship management research from East Asia, North America and Europe: A bibliometric overview," Electronic Markets, Springer;IIM University of St. Gallen, vol. 30(4), pages 735-757, December.
    15. Adams, Pamela & Bodas Freitas, Isabel Maria & Fontana, Roberto, 2019. "Strategic orientation, innovation performance and the moderating influence of marketing management," Journal of Business Research, Elsevier, vol. 97(C), pages 129-140.
    16. Dalla Pozza, Ilaria & Goetz, Oliver & Sahut, Jean Michel, 2018. "Implementation effects in the relationship between CRM and its performance," Journal of Business Research, Elsevier, vol. 89(C), pages 391-403.
    17. Hyun Gon Kim & Zhan Wang, 2019. "Defining and measuring social customer-relationship management (CRM) capabilities," Journal of Marketing Analytics, Palgrave Macmillan, vol. 7(1), pages 40-50, March.
    18. Robert W. Palmatier & Andrew T. Crecelius, 2019. "The “first principles” of marketing strategy," AMS Review, Springer;Academy of Marketing Science, vol. 9(1), pages 5-26, June.
    19. Maraj Rahman Sofi & Iqbal Ahmad Hakim, 2018. "Customer Relationship Management as Tool to Enhance Competitive Effectiveness: Model Revisited," FIIB Business Review, , vol. 7(3), pages 201-215, September.
    20. Nedeljković Ivana & Zlatanović Dejana & Marinković Veljko, 2022. "Effects of Customer Relationship Management on Organizational Performance," Economic Themes, Sciendo, vol. 60(2), pages 237-258, June.

    More about this item

    Keywords

    CRM; Marketing capability; Hotel industry;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • L84 - Industrial Organization - - Industry Studies: Services - - - Personal, Professional, and Business Services
    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eco:journ3:2012-03-3. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Ilhan Ozturk (email available below). General contact details of provider: http://www.econjournals.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.