...Basak Denizci Guillet; Xinchen Shi Purpose The purpose of this study is to understand how and to what extent Hong Kong hotels have integrated customer relationship management (CRM) into their revenue management (RM) practices at individual customer level. Method Semi-structured interviews were...

...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...

... 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 aims to address the chain-of-effects that occurs as a result of the social CRM process, leading to superior levels of hotel...

... Licensed re-use rights only The purpose of this study is to examine the impact of four organisational cultural traits of adaptability, consistency, involvement and mission on the three components of customer relationship management (CRM), namely, people, process and technology, in the context...

...@temple.edu © Emerald Group Publishing Limited 2014 Customer relationship management Relationship marketing Behavioral loyalty Hotel loyalty programs Loyalty program memberships Reciprocal relationships From the simplest stamp-based program to the first official loyalty program...

... the literature on strategic hospitality management in three distinctive ways. First, this study demonstrates that concepts from customer relationship management (CRM) and network theory can be integrated into the implementation of a BOS. Second, this study indicates that revenue management is appropriately...