Systematic review of hospitality CRM research

2018 ◽  
Vol 30 (3) ◽  
pp. 1686-1704 ◽  
Author(s):  
Rob Law ◽  
Davis Ka Chio Fong ◽  
Irene Cheng Chu Chan ◽  
Lawrence Hoc Nang Fong
Keyword(s):  
Organizational Support ◽  
Implementation Process ◽  
Customer Relationship ◽  
Future Research ◽  
Content Type ◽  
Social Crm ◽  
Future Research Agenda ◽  
Key Players ◽  
Research Domains ◽  
Practical Implications

Purpose This paper aims to comprehensively and systematically review the state of customer 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.

A structured literature review on Big Data for customer relationship management (CRM): toward a future agenda in international marketing

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Pasquale Del Vecchio ◽  
Gioconda Mele ◽  
Evangelia Siachou ◽  
Gloria Schito
Keyword(s):  
Big Data ◽  
Customer Relationship Management ◽  
Research Agenda ◽  
International Marketing ◽  
Relationship Management ◽  
Customer Relationship ◽  
Future Research ◽  
Content Type ◽  
Future Research Agenda ◽  
Structured Literature Review

PurposeThis paper aims to advance the international marketing debate by presenting the results of a structured literature review (SLR) focusing on Big Data implementation in customer relationship management (CRM) strategizing. It outlines past and present literature and frames a future research agenda.Design/methodology/approachThe research analyzes papers published in journals from 2013 to 2020, deriving significant insights about Big Data applications in CRM. A sample of 48 articles indexed at Scopus was preliminarily submitted for bibliometric analysis. Finally, 46 papers were analyzed with content and a bibliometric analysis to identify areas of thematic specializations.FindingsThe paper presents a conceptual multilevel framework demonstrating areas of specialization emerging from the literature. The framework is built around four coordinated sequences of actions relevant to “why,” “what,” “who” and “how” Big Data is implemented in CRM strategies, thus supporting the conception and implementation of an internationalization marketing strategy.Research limitations/implicationsImplications for the development of the future research agenda on international marketing arise from the comprehension of Big Data in CRM strategy.Originality/valueThe paper provides a comprehensive SLR of the articles dealing with models and processes of Big Data for CRM from an international marketing perspective. Despite these issues' relevance and the increasing literature focused on them, research in this area is still fragmented and underexplored, requiring more systematic and holistic studies.

scholarly journals Exploring sustainable post-end-of-life of building operations

2019 ◽  
Vol 26 (4) ◽  
pp. 689-722 ◽  
Author(s):  
Ruchini Senarath Jayasinghe ◽  
Raufdeen Rameezdeen ◽  
Nicholas Chileshe
Keyword(s):  
End Of Life ◽  
Information Flow ◽  
Thematic Analysis ◽  
Empirical Studies ◽  
Descriptive Analysis ◽  
Future Research ◽  
Content Type ◽  
Future Research Agenda ◽  
Conceptual Research ◽  
Practical Implications

Purpose The purpose of this paper is to explore the synergies between post-end-of-life of building (PEoLB) concepts and operations to achieve sustainability. Design/methodology/approach A systematic literature review (SLR) was conducted using 65 articles published between 2006 and 2017, and it has been subjected to descriptive and thematic analysis. Findings The descriptive analysis revealed that the majority of the articles were about (60 per cent) PEoLB operations, followed by (23 per cent) PEoLB concepts. Only 17 per cent of the articles have dealt with PEoLB-related strategic approaches. The thematic analysis elaborated on the literature development; interrelationships between PEoLB concepts and operations; impediments of introducing sustainability on these operations, remedial measures and information-based strategic approaches to achieve sustainability. Based on the findings, a conceptual framework for sustainable PEoLB operations is proposed. Furthermore, four areas of potential future research are discussed. Research limitations/implications This study presents a future research agenda including best practices to plan PEoLB operations and the development of optimisation models, risk management and information-based strategic approaches. Practical implications The proposed conceptual research framework triggers and nurtures potential pathways to introduce sustainable PEoLB operations under sound information flow. This could create a basis for future empirical studies in filling the identified gaps in literature. The framework could also assist practitioners in mitigating risks associated with transportation, storing and contamination of salvaged materials through enhanced information flow. In addition, the framework provides some managerial guidance to organisations seeking ways of establishing sustainability during reverse logistics (RL) operations. Originality/value This paper presents an SLR of an emerging area of research that encapsulates closed-loop supply chain through sustainable RL operations. The study highlights the interrelationships between PEoLB concepts and operations. It develops a robust approach to effectively manage the PEoLB operations underpinned by a sound information flow to facilitate sustainability.

The micro-processes during repatriate knowledge transfer: the repatriates’ perspective

2015 ◽  
Vol 19 (4) ◽  
pp. 735-755 ◽  
Author(s):  
Anne Burmeister ◽  
Jürgen Deller ◽  
Joyce Osland ◽  
Betina Szkudlarek ◽  
Gary Oddou ◽  
...  
Keyword(s):  
Knowledge Transfer ◽  
Transfer Process ◽  
Organizational Support ◽  
Design Methodology ◽  
Process Model ◽  
Process Models ◽  
Future Research ◽  
Content Type ◽  
Process Perspective ◽  
Practical Implications

Purpose – The purpose of this paper is to add a process perspective to the literature on repatriate knowledge transfer (RKT) and to understand how the knowledge transfer process unfolds in the repatriation context. Thus, this qualitative study uses existing knowledge transfer process models to assess their applicability to the context of repatriation and explain the micro-processes during RKT. Design/methodology/approach – To provide a rich understanding of these processes from the repatriate perspective, critical incidents reported by 29 German and US American repatriates were content-analyzed. Findings – The findings are summarized in a proposed RKT process model, which describes the roles and knowledge transfer-related activities of repatriates, recipients and supervisors as well as their interaction during four transfer phases: assessment, initiation, execution and evaluation. Research limitations/implications – The experiences of repatriates from different geographic areas as well as the perspectives of knowledge recipients and supervisors were not studied but should be included in future research. In addition, future research could test the applicability of the identified micro-processes to different knowledge transfer contexts. Practical implications – Managers can use the findings to facilitate the RKT process more effectively because the type of organizational support offered can be aligned with the changing needs of repatriates, recipients and supervisors during the four identified phases. Originality/value – This is the first study that takes a process perspective to understand RKT. The integration of the current findings with the existing literature can enable a more nuanced view on RKT.

scholarly journals Ports, peripherality and concentration – deconcentration factors: a review

2018 ◽  
Vol 3 (4) ◽  
pp. 375-393 ◽  
Author(s):  
Bahana Wiradanti ◽  
Stephen Pettit ◽  
Andrew Potter ◽  
Wessam Abouarghoub
Keyword(s):  
Design Methodology ◽  
Future Research ◽  
Maritime Industry ◽  
Port Development ◽  
Content Type ◽  
Future Research Agenda ◽  
Port Facilities ◽  
Narrative Literature ◽  
Narrative Literature Review ◽  
Practical Implications

PurposeThe purpose of this paper is to review the literature on peripheral ports, hub ports and concentration – deconcentration factors. This is an issue, as investments in port development in more peripheral locations are challenging due to the difficult financial situation currently faced by the maritime industry.Design/methodology/approachThis paper presents a narrative literature review focusing on peripherality in the context of seaports and transport. Moreover, it gathers the reasons why ports concentrate–deconcentrate, and how these factors evolve over time.FindingsThis paper develops a future research agenda for peripheral ports.Practical implicationsThe paper provides insights for ports in developing countries in their efforts to upgrade their port facilities and infrastructure.Originality/valueThis paper contributes to the research on ports in peripheral locations which have been under studied compared to larger hub ports.

scholarly journals Establishing the scope of marketing practice: insights from practitioners

2014 ◽  
Vol 48 (1/2) ◽  
pp. 380-404 ◽  
Author(s):  
Sally Dibb ◽  
Cláudia Simões ◽  
Robin Wensley
Keyword(s):  
Relationship Marketing ◽  
Design Methodology ◽  
Qualitative Interviews ◽  
Marketing Mix ◽  
Future Research ◽  
Marketing Practice ◽  
Content Type ◽  
Future Research Agenda ◽  
Marketing Planning ◽  
Practical Implications

Purpose – Describing marketing practices is fundamental to understanding both the scope of marketing practice and the actual value it adds to the organization. This paper aims to clarify the reach of marketing practice and the nature of activities that marketers carry out. Design/methodology/approach – The study uses mixed methods, involving qualitative document analysis, qualitative interviews and a quantitative managerial survey. Findings – The findings reveal consistency in the views of academics and practitioners across the following disaggregated elements of practice: stakeholder and relationship marketing, customer analysis, marketing-mix management/marketing planning, and the centrality of customers. However, when these themes are integrated into broader categories of practice, the activities are parceled and prioritized in different ways by the different data sources. Practical implications – The findings have implications for how marketing is practiced and taught and for the future research agenda. Originality/value – This study considers the functional practices within marketing and clarifies the scope of marketing practice.

A systematic review of Lean Six Sigma for the manufacturing industry

2015 ◽  
Vol 21 (3) ◽  
pp. 665-691 ◽  
Author(s):  
Saja Ahmed Albliwi ◽  
Jiju Antony ◽  
Sarina Abdul halim Lim
Keyword(s):  
Current Literature ◽  
Six Sigma ◽  
Manufacturing Industry ◽  
Manufacturing Sector ◽  
Implementation Process ◽  
Lean Six Sigma ◽  
Future Research ◽  
Content Type ◽  
Motivation Factors ◽  
Practical Implications

Purpose – The purpose of this paper is to explore the most common themes within Lean Six Sigma (LSS) in the manufacturing sector, and to identify any gaps in those themes that may be preventing users from getting the most benefit from their LSS strategy. This paper also identifies the gaps in current literature and develops an agenda for future research into LSS themes. Design/methodology/approach – The following research is based on a review of 37 papers that were published on LSS in the top journals in the field and other specialist journals, from 2000 to 2013. Findings – Many issues have emerged in this paper and important themes have cited which are: benefits, motivation factors, limitations and impeding factors. The analysis of 19 case studies in the manufacturing sector has resulted in significant benefits cited in this paper. However, many gaps and limitations need to be explored in future research as there have been little written on LSS as a holistic strategy for business improvement. Practical implications – It is important for practitioners to be aware of LSS benefits, limitations and impeding factors before starting the LSS implementation process. Hence, this paper could provide valuable insights to practitioners. Originality/value – This paper is based on a comprehensive literature review which gives an opportunity to LSS researchers to understand some common themes within LSS in depth. In addition, highlighting many gaps in the current literature and developing an agenda for future research, will save time and effort for readers looking to research topics within LSS.

scholarly journals Where is supply chain resilience research heading? A systematic and co-occurrence analysis

2019 ◽  
Vol 49 (8) ◽  
pp. 793-815 ◽  
Author(s):  
Imran Ali ◽  
Ismail Gölgeci
Keyword(s):  
Supply Chain ◽  
Future Research ◽  
Business Policy ◽  
Content Type ◽  
Supply Chain Resilience ◽  
Future Research Agenda ◽  
Analytical Perspective ◽  
New Research ◽  
Advance Theory ◽  
Research Domains

Purpose The purpose of this paper is to algorithmically and objectively investigate the previous literature on supply chain resilience (SCR) and advance theory by synthesizing new research domains. Design/methodology/approach A two-staged analysis approach, integrating systematic literature review (SLR) with VOSviewer co-occurrence analysis, was applied to the articles published between 2003 and 2018. Findings The authors find exponential growth in the literature on SCR over the last decade; however, there is still a gap for empirical research on numerous drivers, barriers, theories, moderators, mediators and research methods intertwined in building SCR. Research limitations/implications The review identifies major clusters in which SCR research is conducted and devises a future research agenda based on the findings of co-occurrence analysis. Practical implications The findings provide managers with a broad spectrum of factors that are indispensable to build resilience and inform business policy. Originality/value While some SLRs exist in the current literature of SCR, the authors undertake a unique analytical perspective, resulting in an idiosyncratic set of research domains for further investigation in the area.

scholarly journals Deming’s tampering revisited: definition and future research agenda

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Magdalena Smeds
Keyword(s):  
Future Research ◽  
Content Type ◽  
Future Research Agenda ◽  
Paper Form ◽  
Fundamental Cause ◽  
Narrative Literature ◽  
Process Output ◽  
Narrative Literature Review ◽  
Definition Of ◽  
Practical Implications

Purpose How do organisations know which problems are worthy of their attention? Despite good intentions, many attempts to solve problems fail. One reason for this failure might be because of attempts to solve non-problems or to solve problems with insufficient means, a concept proposed by Deming as tampering. The purpose of this paper is to suggest a definition of tampering, outline what is currently known about possible practical implications of tampering and to suggest how to extend this knowledge by proposing an agenda for future research. Design/methodology/approach To fulfil the purpose, a narrative literature review was conducted. Findings Through this review, common aspects of what constitutes tampering are identified and the following definition is proposed: Tampering is a response to a perceived problem in the form of an action that is not directed at the fundamental cause of the problem, which leads to a deterioration of the process or the process output. In addition, recommendations are generated regarding how tampering manifests itself in practice and why tampering occurs. These recommendations could be studied in future research. Originality/value To the best of the authors’ knowledge, this is the first paper that suggests a revitalisation of tampering. The results presented in this paper form the basis for continued studies on how tampering in organisations can be understood, managed and prevented.

scholarly journals Reconciling and reconceptualising servitization research: drawing on modularity, platforms, ecosystems, risk and governance to develop mid-range theory

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mark Johnson ◽  
Jens K. Roehrich ◽  
Mehmet Chakkol ◽  
Andrew Davies
Keyword(s):  
Design Methodology ◽  
Theory Development ◽  
Future Research ◽  
Content Type ◽  
Future Research Agenda ◽  
Product Service ◽  
Research Themes ◽  
Range Theory ◽  
Product Service Systems ◽  
Practical Implications

PurposeThis research bridges disparate research on servitization, namely product–service systems (PSS) and integrated solutions (IS), to provide valuable insights for the progression of the field. It acts as a reconciliation of these research streams and offers a reconceptualised agenda incorporating recent research on platforms, ecosystems, modularity, risk and governance as key conceptual themes to synthesise and build theory.Design/methodology/approachThis is a conceptual, theory development article focused on advancing thinking on servitization by identifying systematic and theoretically informed research themes. It also proposes future research opportunities to advance theoretical contributions and practical implications for servitization research.FindingsBy reviewing and synthesising extant PSS and IS research, this article identified five core themes – namely modularity, platforms, ecosystems, risks and governance. The importance of these five themes and their linkages to PSS and IS are examined and a theoretical framework with a future research agenda to advance servitization is proposed.Originality/valueThis paper considers the similarities and differences between PSS and IS in order to develop a theory and to reconcile formerly disparate research efforts by establishing linkages between core themes and identifying valuable synergies for scholars. The importance of the core themes and current gaps within and across these themes are shown, and a mid-range theory for servitization is positioned to bridge the servitization-related PSS and IS communities.

scholarly journals Implementing social customer relationship management

2018 ◽  
Vol 30 (7) ◽  
pp. 2698-2726 ◽  
Author(s):  
Marianna Sigala
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Experience ◽  
Customer Relationship ◽  
Customer Participation ◽  
Customer Engagement ◽  
Future Research ◽  
Content Type ◽  
Social Crm ◽  
Customer Empowerment

PurposeThis paper aims to debate the technology-driven transformation of customer relationship management (CRM) into social CRM, which entails a shift from a transactional and automational solution to a customer experience management philosophy, reflecting high levels of customer empowerment.Design/methodology/approachA literature review provides a critical analysis of the concept, tenets, aims and implementation approaches of social CRM. Arguments are summarised by developing a process-based framework for implementing social CRM.FindingsBy adopting a value co-creation approach that recognises the technology-fostered customer empowerment, the social CRM highlights the need to immigrate from relationship management to relationship stewardship. In this vein, social CRM implementation should support and foster dialogue facilitation and customer engagement in co-creating customer experiences. To achieve these, five approaches for implementing social CRM are proposed: collecting, analysing and interpreting customer insight; monitoring and improving the performance of CRM; developing holistic and seamless personalised customer experiences; gamifying CRM and loyalty programmes; and nurturing community relationship management.Research limitations/implicationsThe five approaches to social CRM implementation are identified and validated based on current industry practices, theoretical arguments and anecdotal evidence of professionals’ perceptions about their outcomes. Future research is required to collect hard evidence showing the business and customer impacts of these approaches.Practical implicationsSocial CRM immigrates relationship management from a transactional to a customer experience mindset that treats customers as co-creators of value and demands the tourism and hospitality firms to exploit the affordances of information and communication technologies to collect and analyse customer data for better understanding the customer; develop customer touch points that do not only aim to sell but also primarily aim to enhance the customer interactions and experiences; consider and treat the customers and the customer communities as co-creators, brand ambassadors and stewards of relations; and motivate and enable customer participation into value co-creation processes for developing customer experiences and building relationships.Originality/valueResearch in social CRM is emerging, but it mainly focusses on defining its scope and identifying the functionality and adoption of social CRM technology. The paper contributes to the literature by proposing five specific approaches and a process framework for implementing social CRM. Various directions for future research are also provided.

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