Loading...
Customer relationship management research in tourism and hospitality: a state-of-the-art
Rahimi, Roya Köseoglu, Mehmet Ali Ersoy, Ayse Begum Okumus, Fevzi
Rahimi, Roya
Köseoglu, Mehmet Ali
Ersoy, Ayse Begum
Okumus, Fevzi
Editors
Other contributors
Affiliation
Epub Date
Issue Date
2017-05-16
Submitted date
Alternative
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. 209-220
Publisher
Journal
Research Unit
PubMed ID
PubMed Central ID
Embedded videos
Additional Links
Type
Journal article
Language
en
Description
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.
Series/Report no.
ISSN
1660-5373