Customer Relationship Management (CRM) in Hotel Industry: A framework Proposal on the Relationship among CRM Dimensions, Marketing Capabilities and Hotel Performance
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.
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. Aralık 2012;2(4):220-230.
Chicago
Mohammed, Abdul Alem, ve 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, sy. 4 (Aralık 2012): 220-30.
EndNote
Mohammed AA, Rashid BB (01 Aralık 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 ve 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, c. 2, sy. 4, ss. 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 (Aralık 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 ve 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, c. 2, sy. 4, 2012, ss. 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.
