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Keywords: Social CRM
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Journal Articles
International Journal of Contemporary Hospitality Management (2023) 35 (3): 992–1009.
Published: 30 September 2022
... and COVID-19 in the same framework in a SM context. © Emerald Publishing Limited 2022 Emerald Publishing Limited Licensed re-use rights only Social CRM Customer loyalty Trust Hotel industry COVID-19 Customer engagement Customer relationship management (CRM) is metamorphosing...
Journal Articles
International Journal of Contemporary Hospitality Management (2018) 30 (7): 2698–2726.
Published: 20 August 2018
... 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...
Journal Articles
International Journal of Contemporary Hospitality Management (2018) 30 (2): 1072–1091.
Published: 12 February 2018
... 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...
