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Assessing the Effect of Customer Relationship Management on Hotels’ Marketing Performance: The Mediating Role of Marketing Capabilities – Evidence from Sharm El-Sheikh, Egypt

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  • MOHAMMAD NABIL SHAABAN
  • SOHA ASHRAF GHONEIM

    (Tourism Studies Department, Faculty of Tourism & Hotels, Alexandria University, Egypt)

Abstract

Since customers are today’s business’ main component, Customer Relationship Management (CRM) plays a crucial role for creating valid, sustainable base of profitable customers, providing them with customized products...

Suggested Citation

  • 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.
    • Handle: RePEc:jtr:journl:v:18:y:2017:i:1:p:84-104
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    File URL: http://indexing.jotr.eu/Jotr/Volume18/V18-6.pdf
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    References listed on IDEAS

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    More about this item

    Keywords

    Customer Relationship Management; Marketing Performance; Marketing Capabilities; Hotels in Egypt;
    All these keywords.

    JEL classification:

    • Z32 - Other Special Topics - - Tourism Economics - - - Tourism and Development

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