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State-of-the-art social customer relationship management Journal article
Asia Pacific Journal of Tourism Research, 2018,Volume: 23,Issue: 5,Page: 423-436
Authors:  Chan,Irene Cheng Chu;  Fong,Davis Ka Chio;  Law,Rob;  Fong,Lawrence Hoc Nang
Favorite |  | TC[WOS]:5 TC[Scopus]:7 | Submit date:2019/08/01
Crm  Customer Relationship Management  Review  Social Crm  Social Media  State-of-the-art  
Systematic review of hospitality CRM research Journal article
INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, 2018,Volume: 30,Issue: 3,Page: 1686-1704
Authors:  Rob Law;  Davis Ka Chio Fong;  Irene Cheng Chu Chan;  Lawrence Hoc Nang Fong
Favorite |  | TC[WOS]:14 TC[Scopus]:15 | Submit date:2018/10/30
Customer Relationship Management  Crm  Relationship Marketing  Review  Hospitality  
Segmenting the customer base in a CRM program according to customer tolerance to inferiority – A moderator of the service failure-customer dissatisfaction link Journal article
Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 2009,Volume: 22,Page: 68-87
Authors:  Zhang, Lingling.;  Lam, Long W.;  Chow, Clement S.F.
Favorite |  | TC[WOS]:0 TC[Scopus]:0 | Submit date:2019/09/17