The relationship between CRM, RM, and business performance: A study of the hotel industry in Taiwan

Wu, Shwu-Ing; Lu, Chien-Lung

doi:10.1016/j.ijhm.2011.06.012

Cited by 124 publications

(108 citation statements)

References 34 publications

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“…More specifically, CRM is regarded as one of the best strategies and practices for hotels in order to develop their performance and thus to make sure that their long-term business is survival (Wu & Lu, 2012) [41]. It is worth mentioning that CRM is mainly based on the belief that establishing long-term relationships with customers is critical for obtaining loyal customers who are much more profitable than non -loyal ones (Dowling, 2002) [11].…”

Section: Introductionmentioning

confidence: 99%

The Impact of CRM dimensions on Customer Retention in the Hospitality Industry: Evidence from the Moroccan Hotel sector

Chetioui¹,

Abbar

Benabbou

2017

Journal of Research in Marketing

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Section: Introductionmentioning

confidence: 99%

The Impact of CRM dimensions on Customer Retention in the Hospitality Industry: Evidence from the Moroccan Hotel sector

Chetioui¹,

Abbar

Benabbou

2017

Journal of Research in Marketing

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“…Therefore, in several types of research, customer orientation has highlighted as an important component of CRM (Wang et al, 2010) and applying it to studies of relationships between CRM, RM (relationship marketing) and business performance in the hospitality industry (Wu and Lu, 2012). Also, numerous researchers have highlighted the significant effects of leading studies on CRM components in the hotel industry.…”

Section: Crm Componentsmentioning

confidence: 99%

Customer Relationship Management Implementation and its Implication to Customer Loyalty in Hospitality Industry

Hardjono

San

2017

JDM

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Building up customer loyalty have become more important to survive in the high competition of hospitality industry. One approach to developing this is by implementing customer relationship management (CRM). This study investigates the implication of CRM implementation towards customer loyalty in the hospitality industry. The results should assist marketers to recognize what determinant factors and dimension of CRM that contribute to building up customer loyalty in the hospitality industry. A purposive survey of 150 respondents of all rated hotels in Malacca, Malaysia was conducted. It is found that there is a significant correlation between customer orientation, CRM organization, and knowledge management towards customer loyalty while the another dimension of technology-based CRM has no significant effect on this research. The marketer in the hospitality industry should, however, carefully evaluate the nature of customer loyalty regarding any other variables that are not included such as brand image and brand association and some special or unique features in this hospitality industry that should be addressed in the future research. Info Article Implementasi Manajemen Hubungan Pelanggan dan Implikasinya terhadap Loyalitas Pelanggan pada Industri Rumah Sakit Abstrak Membangun loyalitas pelanggan menjadi lebih penting untuk bertahan dalam persaingan industri perhotelan yang tinggi. Salah satu pendekatan untuk pengembangan ini adalah dengan menerapkan customer relationship management (CRM). Penelitian ini meneliti implikasi penerapan CRM terhadap loyalitas pelanggan di industri perhotelan. Hasilnya harus membantu pemasar untuk mengenali faktor penentu dan dimensi

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“…It has been argued that BSC can provide a deeper understanding of business performance because it does not only includes traditional financial approach to assess tangible assets, but also uses non-financial approaches to assess intangible assets or intellectual property (Wu & Lu, 2012). In addition, financial dimension cannot alone give a complete understanding of CRM effects, and therefore, the overall performance that involve financial and non financial dimensions are used in the assessment of CRM outcomes (Wu & Hung, 2007) .…”

Section: Measuring Hotel Performancementioning

confidence: 99%

“…Even though CRM technology has been linked to organizational performance, there is a lack of empirical research that investigates the relationship of CRM technology and various dimensions of hotel performance (Fan & Ku, 2010;Wu & Lu, 2012). Therefore, CRM is bound to constantly receive attention for future research in hospitality industry.…”

Section: Introductionmentioning

confidence: 99%

Customer Relationship Management (CRM) Technology and Organization Performance: Is Marketing Capability a Missing Link? An Empirical Study in the Malaysian Hotel Industry

Mohammed¹,

Rashid²,

Tahir³

2014

ASS

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Due to the aggressive market competition in hotel sector, it is critical that hotels should adopt new strategy like CRM technology to assist hotel employees, serve customers better and improve organization performance. However, prior studies indicated that the relationship between CRM technology and organization performance is equivocal. These mixed results may be to a lack of understanding of the mechanisms that link CRM technology and organization performance. For this reason, the study used marketing capabilities (planning and implementation) as mediators between CRM technology and organization performance. The study surveyed a sample of 447 hotels firm in Malaysia and used correlation and regression for analyses and testing. The findings suggest that CRM technology is associated with the four dimensions of organization performance (i.e. financial, customer, internal process and learning and growth). In addition the findings reveal that marketing capabilities (planning and implementation) play a mediator role in the relationship between CRM technology and various dimensions of organization performance.

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The relationship between CRM, RM, and business performance: A study of the hotel industry in Taiwan

Cited by 124 publications

References 34 publications

The Impact of CRM dimensions on Customer Retention in the Hospitality Industry: Evidence from the Moroccan Hotel sector

The Impact of CRM dimensions on Customer Retention in the Hospitality Industry: Evidence from the Moroccan Hotel sector

Customer Relationship Management Implementation and its Implication to Customer Loyalty in Hospitality Industry

Customer Relationship Management (CRM) Technology and Organization Performance: Is Marketing Capability a Missing Link? An Empirical Study in the Malaysian Hotel Industry

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