Customer Relationship Management Research in Tourism and Hospitality: A State-of-the-art

5.00
Hdl Handle:
http://hdl.handle.net/2436/620435
Title:
Customer Relationship Management Research in Tourism and Hospitality: A State-of-the-art
Authors:
Rahimi, Roya; Köseoglu, Mehmet Ali; Ersoy, Ayse Begum; Okumus, Fevzi
Abstract:
Purpose: This study aimed to provide a critical review of the evolution of customer relationship management (CRM) research in the hospitality and tourism field. Design/methodology/approach: The study conducted a thorough systematical literature review by collecting papers from 14 leading tourism and hospitality journals. The examination of the literature is first based on the evolution of CRM notion and its definitions. Next, CRM studies in the literature that are related to hospitality and tourism were assessed based on their timelines and themes. Thirdly, the studies were classified based on CRM components and its impacts on firms’ performances. Findings: The literature review provided an in-depth understanding on the progress of CRM based on the selected topics and suggests a redesigned research agenda for scholars, graduate students, and practitioners. Implications: This study provides new and meaningful avenues for further research in CRM in hospitality and tourism area. Originality/value: CRM has a key role in business performance and increased customer satisfaction and retention, specifically in the context of the service industry. To date, scholars have produced an abundant number of CRM related studies in tourism and hospitality journals. In this study, the progress of CRM research conducted in the tourism and hospitality sector is critically reviewed.
Publisher:
Emerald
Journal:
Tourism Review
Issue Date:
Jul-2017
URI:
http://hdl.handle.net/2436/620435
Additional Links:
http://www.emeraldinsight.com/loi/tr
Type:
Article
Language:
en
ISSN:
1660-5373
Appears in Collections:
FOSS

Full metadata record

DC FieldValue Language
dc.contributor.authorRahimi, Royaen
dc.contributor.authorKöseoglu, Mehmet Alien
dc.contributor.authorErsoy, Ayse Begumen
dc.contributor.authorOkumus, Fevzien
dc.date.accessioned2017-03-28T14:33:28Z-
dc.date.available2017-03-28T14:33:28Z-
dc.date.issued2017-07-
dc.identifier.issn1660-5373en
dc.identifier.urihttp://hdl.handle.net/2436/620435-
dc.description.abstractPurpose: This study aimed to provide a critical review of the evolution of customer relationship management (CRM) research in the hospitality and tourism field. Design/methodology/approach: The study conducted a thorough systematical literature review by collecting papers from 14 leading tourism and hospitality journals. The examination of the literature is first based on the evolution of CRM notion and its definitions. Next, CRM studies in the literature that are related to hospitality and tourism were assessed based on their timelines and themes. Thirdly, the studies were classified based on CRM components and its impacts on firms’ performances. Findings: The literature review provided an in-depth understanding on the progress of CRM based on the selected topics and suggests a redesigned research agenda for scholars, graduate students, and practitioners. Implications: This study provides new and meaningful avenues for further research in CRM in hospitality and tourism area. Originality/value: CRM has a key role in business performance and increased customer satisfaction and retention, specifically in the context of the service industry. To date, scholars have produced an abundant number of CRM related studies in tourism and hospitality journals. In this study, the progress of CRM research conducted in the tourism and hospitality sector is critically reviewed.en
dc.language.isoenen
dc.publisherEmeralden
dc.relation.urlhttp://www.emeraldinsight.com/loi/tren
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/4.0/*
dc.subjectCustomer Relationship Managementen
dc.subjectRelationship Marketingen
dc.subjectHospitalityen
dc.subjectTourismen
dc.titleCustomer Relationship Management Research in Tourism and Hospitality: A State-of-the-arten
dc.typeArticleen
dc.identifier.journalTourism Reviewen
dc.date.accepted2017-03-
rioxxterms.funderInternalen
rioxxterms.identifier.projectUoW280317RRen
rioxxterms.versionAMen
rioxxterms.licenseref.urihttps://creativecommons.org/CC BY-NC-ND 4.0en
rioxxterms.licenseref.startdate2019-07-01en
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