UM  > Faculty of Business Administration
Systematic review of hospitality CRM research
Rob Law1; Davis Ka Chio Fong2; Irene Cheng Chu Chan3; Lawrence Hoc Nang Fong4
2018
Source PublicationINTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT
ABS Journal Level3
ISSN0959-6119
Volume30Issue:3Pages:1686-1704
Abstract

Purpose – This paper aims to comprehensively and systematically review the state of custome relationship management (CRM) research on hospitality and propose future research agenda.
Design/methodology/approach – All hospitality-related CRM articles since its introduction as a concept in 1988 were collected. The retrieved articles were then chronologically and thematically analyzed.
Findings – Hospitality CRM research has rapidly grown from the initial relationship marketing concept into social CRM. Five research foci were identified, including CRM planning and implementation process, organizational support, technology and tools, customer perspectives and characteristics and outcome and impact. Three potential pitfalls were observed in the existing literature. A comprehensive research framework incorporating the five research domains and three key players was proposed.
Practical implications – Hospitality practitioners should take an integrated perspective on the five major domains of CRM and the three key players to ensure that informed decisions can be made.
Originality/value – This study contributes to the literature through its qualitative and critical assessment of existing hospitality CRM literature, which can guide future research.

KeywordCustomer Relationship Management Crm Relationship Marketing Review Hospitality
DOI10.1108/IJCHM-06-2017-0333
URLView the original
Indexed BySSCI ; SSCI
Language英语
WOS Research AreaSocial Sciences - Other Topics ; Business & Economics
WOS SubjectHospitality, Leisure, Sport & Tourism ; Management
WOS IDWOS:000431030300024
PublisherEMERALD GROUP PUBLISHING LTD
The Source to ArticleWOS
Fulltext Access
Citation statistics
Cited Times [WOS]:14   [WOS Record]     [Related Records in WOS]
Document TypeJournal article
CollectionFaculty of Business Administration
DEPARTMENT OF INTEGRATED RESORT AND TOURISM MANAGEMENT
Affiliation1.School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Hong Kong
2.Faculty of Business Administration, University of Macau, Macau
3.School of Hotel and Tourism Management, The Hong Kong Polytechnic University, Hong Kong
4.Faculty of Business Administration, University of Macau, Taipa, Macau
Recommended Citation
GB/T 7714
Rob Law,Davis Ka Chio Fong,Irene Cheng Chu Chan,et al. Systematic review of hospitality CRM research[J]. INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT,2018,30(3):1686-1704.
APA Rob Law,Davis Ka Chio Fong,Irene Cheng Chu Chan,&Lawrence Hoc Nang Fong.(2018).Systematic review of hospitality CRM research.INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT,30(3),1686-1704.
MLA Rob Law,et al."Systematic review of hospitality CRM research".INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT 30.3(2018):1686-1704.
Files in This Item:
There are no files associated with this item.
Related Services
Recommend this item
Bookmark
Usage statistics
Export to Endnote
Google Scholar
Similar articles in Google Scholar
[Rob Law]'s Articles
[Davis Ka Chio Fong]'s Articles
[Irene Cheng Chu Chan]'s Articles
Baidu academic
Similar articles in Baidu academic
[Rob Law]'s Articles
[Davis Ka Chio Fong]'s Articles
[Irene Cheng Chu Chan]'s Articles
Bing Scholar
Similar articles in Bing Scholar
[Rob Law]'s Articles
[Davis Ka Chio Fong]'s Articles
[Irene Cheng Chu Chan]'s Articles
Terms of Use
No data!
Social Bookmark/Share
All comments (0)
No comment.
 

Items in the repository are protected by copyright, with all rights reserved, unless otherwise indicated.