... hospitality-related CRM articles since its introduction as a concept in 1988 were collected. The retrieved articles were then chronologically and thematically analyzed. Findings Hospitality CRM research has rapidly grown from the initial relationship marketing concept into social CRM. Five research foci...

... 04 02 2017 © Emerald Publishing Limited 2017 Emerald Publishing Limited Licensed re-use rights only Brand management Brand image Hospitality Restaurants Brands Brand engagement Relationship marketing Perceived relational benefits Mimouni-Chaabane and Volle (2010...

... loyalty Responsibility Service industry Brand preference Relationship marketing Consumer behavior Casinos CSR initiatives Premium customers Macau Being capable and doing good have been very important for business corporations throughout history. Contemporary developments in these concepts...

...Evert Gummesson Purpose – This article aims to look at the evolution of service management and marketing through three paradigms, the latest prescribing a new logic of service, to comment on a previously published article (Gummesson, 1998) on productivity, quality and relationship marketing...

...@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...

... marketing to relationship marketing, in the services marketing literature. The inductive research used a qualitative approach, with multiple techniques including non‐participant observation in several hotels; in‐depth interviews with hotel managers; and telephone interviews with hotel customers in the UK...

... all the agents with whom a particular hotel establishment forms relationships. Practical implications From the management perspective, results of this study provide useful variables for hotel managers introducing a relationship marketing strategy in their hotels, regardless of their category...

...Camille Robinson; Je'Anna Abbott; Stowe Shoemaker Purpose This paper reviews brand equity and customer satisfaction as they relate to customer loyalty and relationship marketing in an effort to understand and mitigate some of the challenges facing quick‐service restaurants (QSRs) today. Design...

...Morgan W. Geddie; Agnes L. DeFranco; Mary F. Geddie Purpose This paper describes the variables researchers have found to be significantly associated with relationship marketing, those related to Guanxi, and the similarities and differences between them. Design/methodology/approach...

... that cultural differences are an important influence on the successful outcomes of business. This exploratory study examines the new approach to relationship marketing (RM) in the context of eastern culture, to uncover the context and construction of relationships in Chinese society. Traditional Chinese culture...

... are networks, not delimited hierarchies, and the productivity and quality issues affect all members of a network, not just the provider and the customer. This is clear from the new developments in relationship marketing and imaginary (virtual) organizations. In order to assess the financial outcome...