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Year 2012, Volume: 2 Issue: 4, 220 - 230, 01.12.2012

Abdul Alem Mohammed Basri Bin Rashid

Abstract

Customer Relationship Management (CRM) in Hotel Industry: A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities and Hotel Performance

Year 2012, Volume: 2 Issue: 4, 220 - 230, 01.12.2012

Abdul Alem Mohammed Basri Bin Rashid

Abstract

Customer relationship management (CRM) has a growing popularity and is becoming one of the hottest academic and practical topics in the business field. In fact, due to the competitive environment, CRM is crucial and has become a niche for firm performance. However, there is limited research that reveals the relationship between CRM dimensions and hotel performance. Therefore this study is an attempt to provide a value conceptual model that explains the theoretical linkages existing between CRM dimensions and hotel performance. This study serves not only to clarify the relationship between CRM dimensions and hotel performance, but also to explain the mediation role of marketing capabilities in this relationship.

Keywords

CRM Marketing capability Hotel industry

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Details

Primary Language English
Other ID JA74TP98MH
Journal Section Research Article
Authors

Abdul Alem Mohammed This is me

Basri Bin Rashid This is me

Publication Date December 1, 2012
Published in Issue Year 2012 Volume: 2 Issue: 4

Cite

APA Mohammed, A. A., & Rashid, B. B. (2012). Customer Relationship Management (CRM) in Hotel Industry: A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities and Hotel Performance. International Review of Management and Marketing, 2(4), 220-230.
AMA Mohammed AA, Rashid BB. Customer Relationship Management (CRM) in Hotel Industry: A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities and Hotel Performance. IRMM. December 2012;2(4):220-230.
Chicago Mohammed, Abdul Alem, and Basri Bin Rashid. “Customer Relationship Management (CRM) in Hotel Industry: A Framework Proposal on the Relationship Among CRM Dimensions, Marketing Capabilities and Hotel Performance”. International Review of Management and Marketing 2, no. 4 (December 2012): 220-30.
EndNote Mohammed AA, Rashid BB (December 1, 2012) Customer Relationship Management (CRM) in Hotel Industry: A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities and Hotel Performance. International Review of Management and Marketing 2 4 220–230.
IEEE A. A. Mohammed and B. B. Rashid, “Customer Relationship Management (CRM) in Hotel Industry: A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities and Hotel Performance”, IRMM, vol. 2, no. 4, pp. 220–230, 2012.
ISNAD Mohammed, Abdul Alem - Rashid, Basri Bin. “Customer Relationship Management (CRM) in Hotel Industry: A Framework Proposal on the Relationship Among CRM Dimensions, Marketing Capabilities and Hotel Performance”. International Review of Management and Marketing 2/4 (December 2012), 220-230.
JAMA Mohammed AA, Rashid BB. Customer Relationship Management (CRM) in Hotel Industry: A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities and Hotel Performance. IRMM. 2012;2:220–230.
MLA Mohammed, Abdul Alem and Basri Bin Rashid. “Customer Relationship Management (CRM) in Hotel Industry: A Framework Proposal on the Relationship Among CRM Dimensions, Marketing Capabilities and Hotel Performance”. International Review of Management and Marketing, vol. 2, no. 4, 2012, pp. 220-3.
Vancouver Mohammed AA, Rashid BB. Customer Relationship Management (CRM) in Hotel Industry: A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities and Hotel Performance. IRMM. 2012;2(4):220-3.