The dichotomy of customer relationship management and variety-seeking behaviour in the hotel sector

2018 ◽  
Vol 25 (4) ◽  
pp. 444-461 ◽  
Author(s):  
Maduka Udunuwara ◽  
Dale Sanders ◽  
Hugh Wilkins
Keyword(s):  
Customer Relationship Management ◽  
Word Of Mouth ◽  
Relationship Management ◽  
Customer Relationship ◽  
Variety Seeking ◽  
Factors Affecting ◽  
Intrinsic Factors ◽  
Positive Word Of Mouth ◽  
The Impact ◽  
The Relationship

Customer relationship management (CRM) and variety-seeking behaviour (VSB) are paradoxical constructs due to their contradictory intentions. CRM is implemented by organizations to retain customers and generate loyalty while VSB by customers can result in switching. This study addresses the question ‘what is the impact of VSB on the relationship between CRM and its outcomes: repeat visitation and positive word of mouth?’ Following analysis of 400 questionnaire responses from Australian leisure travellers who have visited the same international destination two or more times, the findings indicate that CRM leads to word-of-mouth recommendations, but not repeat visitation. Through multi-group moderation analysis, it was further identified that the outcomes of CRM do not vary based on the degree of VSB of travellers, and CRM leading to repeat visitation is fully mediated by the intrinsic factors affecting VSB, while CRM does have a significant influence on VSB.

Factors Affecting Design Decisions for Customer Relationship Management Data Warehouses

2011 ◽  
pp. 159-191
Author(s):  
Colleen Cunningham ◽  
Il-Yeol Song
Keyword(s):  
Customer Relationship Management ◽  
Data Warehousing ◽  
Relationship Management ◽  
Customer Relationship ◽  
Data Warehouses ◽  
Key Factors ◽  
Design Decisions ◽  
Factors Affecting ◽  
Percent Success ◽  
The Impact

Customer relationship management (CRM) is a strategy that integrates concepts of knowledge management, data mining, and data warehousing in order to support an organization’s decision-making process to retain long-term and profitable relationships with its customers. Key factors for successfully implementing CRM (e.g., data quality issues, organizational readiness, customer strategies, selection of appropriate KPIs, and the design of the data warehouse model) are discussed with the main thrust of the chapter focusing on CRM analyses and the impact of those analyses on CRM data warehousing design decisions. This chapter then presents a robust multidimensional starter model that supports CRM analyses. Additional research contributions include the introduction of two new measures, percent success ratio and CRM suitability ratio by which CRM models can be evaluated, the identification/ classification of CRM queries, and a preliminary heuristic for designing data warehouses to support CRM analyses.

The Impact of Customer Relationship Management and Organizational Culture on Mass Customization Capability and Firm Performance

2020 ◽  
Vol 11 (3) ◽  
pp. 60-81 ◽  
Author(s):  
Inayat Ullah ◽  
Rakesh Narain
Keyword(s):  
Organizational Culture ◽  
Firm Performance ◽  
Customer Relationship Management ◽  
Mass Customization ◽  
Structural Equation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Effective Implementation ◽  
The Impact ◽  
The Relationship

In today's world of heightened competition and ever-growing demand of customers, the development of customer-centric and learning-oriented culture, mass customization capability (MCC), and effective implementation of customer relationship management (CRM) are important determinants of success, but the existing research has largely overlooked how these factors interact and affect firm performance (FP). To address the gap, the present study proposes and empirically examines a framework that relates CRM and organizational culture (OC) to MCC and FP. Based on the data collected through a questionnaire-based survey of Indian manufacturing organizations, the proposed framework and associated hypotheses are empirically examined by using structural equation modelling based on partial least squares (PLS-SEM). The results indicate that the extent of effort employed by the firms to implement CRM and development of learning-oriented OC positively affects FP. Furthermore, MCC and OC have significant indirect impact on the relationship between CRM and FP.

scholarly journals The Relevance of Customer Relationship Management Strategies in Creating Customer Loyalty and Satisfaction: An Analytical Study

2021 ◽  
Vol 8 (3) ◽  
pp. 31-36
Author(s):  
Saurav Kumar
Keyword(s):  
Customer Relationship Management ◽  
Management Strategies ◽  
Relationship Management ◽  
Customer Relationship ◽  
Quantitative Methodology ◽  
Consumer Loyalty ◽  
High Association ◽  
Client Relationship ◽  
The Impact ◽  
The Relationship

Customer Relationship Management (CRM) is significantly regarded in the market for existing, likewise, current customers. This paper inspected the effect of client relationship management (CRM) components on consumer loyalty and satisfaction. A fair CRM (customer relationship the board) program that helps the association satisfy the customer, the investigation study would examine uncommon systems and methods for setting up effective CRM to satisfy the customers. The inspiration for driving the examination was to check the sufficiency of customer relationship Management (CRM) in holding and satisfying customers. The investigation utilized quantitative methodology and base on 100 respondents. Multiple Regression and ANOVA are utilized to look at the relationship between the factors.In this investigation, we center around these issues that are carrying noteworthiness to more raised level experts in an affiliation: is there an association between CRM with shopper dedication and Indian affiliations? With appropriate verifiable assessment, the hypotheses delineated in this examination are affirmed and the results show a certain high association among the components considered for the examination. The connected writing exhibits a critical relationship among compelling CRM, consumer loyalty and consumer satisfaction.The examiner reasoned that CRM is assuming a significant part in expanding the pie piece; it upgrades efficiency, prevalent worker’s assurance in the mean. Simultaneously, it improves the inside and out client information and higher consumer loyalty to improved client unwaveringness organization will likewise have the unmistakable data that what are their clients, what are their needs, and what will make them more fulfilled.The examination trusted is one of a kind and no exploration has been done to gauge the impact of client relationship management in upgrading client reliability and consumer loyalty.

Customer Relationship Management in Tourism in the Digitalization Process

2022 ◽  
pp. 190-213
Author(s):  
İsmail Çalık
Keyword(s):  
Customer Satisfaction ◽  
Customer Relationship Management ◽  
Business Performance ◽  
Success Factors ◽  
Relationship Management ◽  
Customer Relationship ◽  
Tourism Sector ◽  
The Impact ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

Thischapter aimed to explicate CRM concept along with its distinct dimensions. Following the explanation of the denotation, evolution, and types of the CRM concept, the benefits of CRM, success factors, and possible causes for downfall are discussed. Another section of the chapter considers the role and evolution of CRM in the digitization process. This part introduces the reader to the concepts of E-CRM and SCRM that arose during the process, as well as the success conditions and essential aspects of these approaches. This section examines the relationship between customer satisfaction and loyalty in the tourism sector, the impact of CRM on business performance, and CRM applications in the context of destination management. In the last part, CRM practices and approaches in Turkey were discussed in terms of destination management and tourism businesses, and some applications and modules employed in the digitalization process are included.

scholarly journals The Relationship between Customer Relationship Management and Using Decision to the Product Service of Customers: A Case Study in Vietnam

2016 ◽  
Vol 8 (1) ◽  
pp. 107
Author(s):  
Nguyen Thi Van ◽  
Nguyen Minh Tuan ◽  
Tran Phi Hoang ◽  
Le Phat Minh
Keyword(s):  
Customer Service ◽  
Customer Relationship Management ◽  
Quantitative Research ◽  
Relationship Management ◽  
Customer Relationship ◽  
Quantitative Research Methods ◽  
Factors Affecting ◽  
Product Service ◽  
Service Businesses ◽  
The Relationship

<p>The results of scientific research are to carry out aimed at analyzing and defining the relationship between customer relationship management (CRM) and using decision to the product service of customers in Vietnamese service businesses. The qualitative and quantitative research methods were used and the results showed that there are 5 factors having an impact on using decision to the product service of customers as followings: Competence, Convenience perception, Requirement &amp; feedback management, Customer service, and Tangibles. Four hundred people with 31 observed variables were surveyed targeted at determining the factors affecting using decision to the product service of customers in Vietnamese service businesses. The purposes of 3 objectives were done as followings: First, identify the factors affecting using decision to the product service of customers in Vietnamese service businesses; Second, determine the order of priority impact level of the factors affecting using decision to the product service of customers in Vietnamese service businesses; Third, propose solution groups to enhance using decision to the product service of customers in Vietnamese service businesses.</p>

scholarly journals Mobile customer relationship management: Factors affecting consumer mobile technology adoption within the hotel industry

SURG Journal ◽  
2012 ◽  
Vol 5 (2) ◽  
pp. 44-50
Author(s):  
Tina Y. T. Chan
Keyword(s):  
Technology Adoption ◽  
Mobile Technology ◽  
Customer Relationship Management ◽  
Positive Impact ◽  
Hotel Industry ◽  
Relationship Management ◽  
Customer Relationship ◽  
Factors Affecting ◽  
Key Drivers ◽  
The Impact

Mobile and smartphone technologies have been on the rise for a decade now, and their rapid adoption has compelled researchers to study the impact of this technological trend. While many of the studies focus on the general effects of mobile technology within the world of commerce, this paper aims to identify the factors that influence mobile customer relationship management by hotel brands. A multi-disciplinary review of research and literature identified several barriers and drivers of mobile technology adoption. The key drivers, immediacy, ubiquity and message personalization, were found to have a positive impact on mobile connections as they build trust and enhance satisfaction, thereby facilitating customer relationship management.

Relationship Ending in the Concept of Customer Relationship Management

2015 ◽  
Vol 10 (2) ◽  
pp. 103-113
Author(s):  
Ewa Hajduk-Kasprowicz ◽  
Lech Nieżurawski
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Professional Services ◽  
Customer Relationship ◽  
Modern Literature ◽  
Relationship Dissolution ◽  
Business Relationships ◽  
Efficient Management ◽  
The Future ◽  
The Relationship

The paper discusses the problems of fading and ending of business relationships in the sphere of professional services i.e. the phase of a relationship dissolution resulting from a client's or a firm's decision to end it. This phase includes, among others, determining the causes of the relationship dissolution and drawing conclusions for the future in order to prevent losing the most lucrative clients. Both in theory and in practice, relationship ending is perceived as something stretched in time i.e. consisting of numerous stages and influenced by numerous factors and events.The aim of the present paper is an analysis of the modern literature on the causes and mechanisms of business relationships termination in the sphere of professional services as well as indicating some possibilities of a more effective and efficient management of these relations. 

Chinese brand–individual values congruity and willingness of consumers from other countries to use positive word of mouth

2020 ◽  
Vol 48 (8) ◽  
pp. 1-14
Author(s):  
Xi Chen ◽  
Qing Fang ◽  
Zhenyuan Wang
Keyword(s):  
Word Of Mouth ◽  
Brand Commitment ◽  
Positive Word ◽  
Individual Values ◽  
Mediating Role ◽  
Perceived Values ◽  
Word Of Mouth Communication ◽  
Positive Word Of Mouth ◽  
The Impact ◽  
The Relationship

Congruity of brand and individual values is the degree of fit or similarity between consumers' personal values and the perceived values of a certain brand. In this study, we took Huawei as the test brand and investigated 525 consumers in 30 countries to examine whether congruity of brand and individual values influences consumer word-of-mouth communication in an international context. The results show that (a) brand commitment played a mediating role in the effect of brand–individual values congruity on word of mouth, (b) the consistency of a brand's practices and its values (brand behavior congruity) moderated the relationship between brand–individual values congruity and the consumers' brand commitment, and (c) brand behavior congruity moderated the mediating role of brand commitment in the relationship between values congruity and positive word of mouth. Our findings provide insight into the impact of values congruity for consumers.

ANALISA INTERAKSI USER DI MEDIA SOSIAL MENGENAI INDUSTRI FINTECH MENGGUNAKAN SOCIAL NETWORK ANALYSIS (STUDI KASUS: GOPAY, OVO DAN LINKAJA)

2020 ◽  
Vol 4 (3) ◽  
pp. 341-351
Author(s):  
Alisya Putri Rabbani ◽  
Andry Alamsyah ◽  
Sri Widiyanesti
Keyword(s):  
Social Network ◽  
Social Network Analysis ◽  
Network Analysis ◽  
Customer Relationship Management ◽  
Word Of Mouth ◽  
Relationship Management ◽  
Customer Relationship ◽  
Customer Engagement ◽  
Electronic Word Of Mouth ◽  
Financial Technology

Financial technology (Fintech) mengalami pertumbuhan yang cukup pesat sejak awal kehadirannya di Indonesia. Fintech merupakan industri jasa finansial yang memanfaatkan teknologi sehingga memungkinkan penggunanya melakukan berbagai transaksi keuangan secara digital. Saat ini banyak fintech baru yang bermunculan di Indonesia, sehingga dibutuhkan strategi yg tepat untuk bisa bersaing dgn kompetitor. Analisis interaksi pengguna media sosial, biasa disebut dengan Electronic Word of Mouth (EWOM) dapat memberikan informasi yang dapat mendukung berbagai keputusan bisnis, salah satunya adalah terkait customer engagement. Tujuan dari penelitian ini adalah mengidentifikasi customer engagement yang terbentuk dari hasil implementasi Social Customer Relationship Management (SCRM) yang dilakukan oleh perusahaan. Data yang digunakan dalam penelitian ini adalah data sekunder yang merupakan data tweets berisi interaksi pengguna twitter mengenai 3 fintech di Indonesia yaitu GoPay, OVO, dan LinkAja. Analisis data dilakukan peneliti mengunakan metode social network analysis dengan menghitung properti jaringan dari ketiga objek penelitian. Hasil menunjukkan bahwa LinkAja mebentuk customer engagement lebih optimal lewat implementasi SCRM yang dilakukan perusahaan.  

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