2024
DOI: 10.1108/jhti-04-2024-0279
|View full text |Cite
|
Sign up to set email alerts
|

Nexus between customer relationship management dimensions, customer involvement and customer retention: a mediation analysis in Ghana’s hotel industry

Richard Kofi Opoku,
Gloria Kakrabah-Quarshie Agyapong,
Abdulai Alhassan

Abstract: PurposeThis research investigates the role of customer involvement (CINV) in customer relationship management (CRM) dimensions and customer retention (CR) in Ghana’s hotel industry.Design/methodology/approachThis quantitative-based explanatory research obtained primary data via structured questionnaires from 277 hotel customers in Ghana, processed it with SmartPLS4.0 software, and analysed it with structural equation modelling.FindingsCRM dimensions (CRM-based technology, managing knowledge and personalisation… Show more

Help me understand this report

Search citation statements

Order By: Relevance

Paper Sections

Select...

Citation Types

0
0
0

Publication Types

Select...

Relationship

0
0

Authors

Journals

citations
Cited by 0 publications
references
References 27 publications
0
0
0
Order By: Relevance

No citations

Set email alert for when this publication receives citations?