... for repeat hotel customers by opening a new area for inquiry in hospitality studies. Aslıhan Dursun-Cengizci can be contacted at: aslihan.dursun@antalya.edu.tr The electronic version of CRM (E-CRM) heavily relies on collecting and analyzing big data stored in company databases. Although collecting...

... This paper aims to debate the technology-driven transformation of customer relationship management (CRM) into social CRM, which entails a shift from a transactional and automational solution to a customer experience management philosophy, reflecting high levels of customer empowerment. A literature...

...Rob Law; Davis Ka Chio Fong; Irene Cheng Chu Chan; Lawrence Hoc Nang Fong Purpose This paper aims to comprehensively and systematically review the state of customer relationship management (CRM) research on hospitality and propose future research agenda. Design/methodology/approach All...

... antecedents and its outcomes. CRM Benefits Brand relationship quality Hotel loyalty program The delivery of loyalty program benefits involves brand promise fulfillment. The service marketing literature has asserted that employees are influential on customers’ brand perceptions through...