Customer Orientation, CRM Organization, and Hotel Financial Performance: The Mediating Role of Customer Satisfaction

Dah, Helen M.; Blomme, Robert Jan; Kil, Arie; Honyenuga, Ben Q.

doi:10.1108/s1745-354220220000018007

Cited by 3 publications

(1 citation statement)

References 49 publications

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“…Customer orientation is a business theme that maintains sustainable competitive advantage through better relationship engagement with customers (Park and Hur, 2023;Sa et al, 2020). CRM practices can significantly enhance customer satisfaction through customer orientation (Dah et al, 2023). Customer orientation involves a sales team identifying customer needs and focusing on meeting customer requirements (Jayawardena, 2017;Karim et al, 2023).…”

Section: Literature Reviewmentioning

confidence: 99%

The Effects of Customer Orientation and Technological Capabilities on Customer Relationship Management: The Mediating Effect of Knowledge Management

Jayasekera,

Albattat,

Azam

2023

J. of Law and Sust. Develop.

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Objective: The main of this study is to examine the mediation role of knowledge management (KM) with customer relationship management (CRM) for customer orientation (CO) and technological capabilities (TC) in Sri Lankan travel agencies. Method: Through simple random sampling in this quantitative research, 350 questionnaires were disseminated to travel agencies. The gathered data was subsequently analyzed with SPSS for statistical evaluation and SPSS Amos for Structural Equation Modeling. Results: Contrary to expectations, the results statistically uncover an absence of mediation between KM and CRM concerning CO and TC. This implies that, within the confines of Sri Lankan travel agencies, KM and CRM, albeit pivotal, don't act as direct mediators for CO or TC. Research, Practical & Social implications: The study opens new avenues for research by challenging traditional beliefs in the sector, suggests that Sri Lankan travel industry executives prioritize direct customer and technological engagement over-relying on KM and CRM, and underscores the potential for improved public trust and resilience in Sri Lanka's post-COVID tourism landscape. Originality/Value: This study uniquely analyzes the lack of mediation between KM with CRM for CO and TC in Sri Lankan travel agencies. Offering empirical evidence, strengthens our understanding of the complexities in the interactions between these factors, challenging previous assumptions.

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Section: Literature Reviewmentioning

confidence: 99%

The Effects of Customer Orientation and Technological Capabilities on Customer Relationship Management: The Mediating Effect of Knowledge Management

Jayasekera,

Albattat,

Azam

2023

J. of Law and Sust. Develop.

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Supply chain management (SCM) framework for small and medium manufacturing enterprises (SMEs) in Ghana

Dodzi Morvey,

Lekhanya,

Boadi

2024

IJBES

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Efficient supply chain management is essential for small and medium-sized enterprises (SMEs) in Ghana to guarantee a dependable flow of products and services, sustain competitiveness, and promote growth and job creation. The objective of this study is to analyse the current supply chain models utilised by manufacturing small and medium-sized enterprises (SMEs) in Ghana. Additionally, it intends to propose a prototype model that will aid manufacturing SMEs in achieving sustainability, growth, and future expansion in Ghana and other regions. The Conceptual framework was developed by examining variables identified in the existing literature on supplier management practices in small and medium-sized enterprises (SMEs), as well as inventory management approaches that are relevant to SMEs. A structured questionnaire was employed to collect data from the main source. This study employs a mixed method approach, which includes the participation of 363 respondents. Interviews and surveys were carried out with small and medium-sized enterprise (SME) owners and managers. The data was analysed using the SPSS (v 27.0) computer application, which involved both inferential and descriptive statistical analysis. The findings revealed essential components of the prototype, such as the implementation of supply management (SM), proficient information management (IM), streamlined distribution strategies, and strong marketing and sales strategies, in addition to customer relationship management (CRM) and effective post-sales services. Implementing these supply chain management (SCM) principles effectively can guarantee the sustainability, growth, employment generation, and overall performance of small and medium-sized enterprises (SMEs) in Ghana.

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Evaluation of Customer Relationship Management and Customer Loyalty in Banking Sector: Intervening role of Key Workers Performance

Goel

2024

GLS KALP

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This study aims to examine the relationships between customer relationships management (CRM) dimensions, key workers performance (FEP) and customer loyalty (CL). Moreover, the mediating role of FEP on link between CRM dimensions and CL was also tested. Survey data was collected from 329 customers residing in western zone of Uttar Pradesh, India and data was analyzed using PLS algorithm along with bootstrapping method. CRM dimensions (CK, CO, CA and CE) significantly affect FEP. Additionally, FEP has a significant effect of CL. Moreover, FEP has a mediation role on link between CRM dimensions and CL. The contribution of this study is justified by the originality of the concept analyzed and the lack of any previous work dealing the interaction of CRM dimensions with FEP and mediating role of FEP in relationship between CRM dimensions and CL in Banking sector.

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Customer Orientation, CRM Organization, and Hotel Financial Performance: The Mediating Role of Customer Satisfaction

Cited by 3 publications

References 49 publications

The Effects of Customer Orientation and Technological Capabilities on Customer Relationship Management: The Mediating Effect of Knowledge Management

The Effects of Customer Orientation and Technological Capabilities on Customer Relationship Management: The Mediating Effect of Knowledge Management

Supply chain management (SCM) framework for small and medium manufacturing enterprises (SMEs) in Ghana

Evaluation of Customer Relationship Management and Customer Loyalty in Banking Sector: Intervening role of Key Workers Performance

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