Customer relationship management research in tourism and hospitality: a state-of-the-art
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.Citation
Rahimi, R., Köseoglu, MA., Ersoy, AB., Okumus, F. (2017) 'Customer relationship management research in tourism and hospitality: a state-of-the-art', Tourism Review, (72) 2 pp. 209-220Publisher
Emerald Publishing LtdJournal
Tourism ReviewAdditional Links
https://www.emeraldinsight.com/doi/abs/10.1108/TR-01-2017-0011Type
Journal articleLanguage
enDescription
This is an accepted manuscript of an article published by Emerald in Tourism Review on 19/06/2017, available online: https://doi.org/10.1108/TR-01-2017-0011 The accepted version of the publication may differ from the final published version.ISSN
1660-5373ae974a485f413a2113503eed53cd6c53
10.1108/TR-01-2017-0011
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