Organizational culture and customer relationship management: a simple linear regression analysis
AbstractCurrent study tries to investigate the combine effect of organizational culture factors on implementing Customer Relationship Management (CRM) in hotels. A questionnaire was administered among managers of a chain hotel in the UK and collected data was subjected to correlation and simple liner regression analysis. The results showed that creating cross functional teams, having culture of teamwork, committed and involved employees, adaptive and responsive attitudes towards change, information sharing, learning orientation and knowledge management, defined set of mission and visions and high degree of innovation are the main predictors for a successful CRM projects.
CitationRahimi, R. 'Organizational Culture and Customer Relationship Management: A Simple Linear Regression Analysis', Journal of Hospitality Marketing & Management, 26 (4), pp. 443-449.
PublisherTaylor & Francis
JournalJournal of Hospitality Marketing & Management
DescriptionThis is an accepted manuscript of an article published by Taylor & Francis in Journal of Hospitality Marketing & Management on 23/11/2017, available online: https://doi.org/10.1080/19368623.2017.1254579 The accepted version of the publication may differ from the final published version.
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- Creative Commons
Except where otherwise noted, this item's license is described as https://creativecommons.org/licenses/by-nc-nd/4.0/