scholarly journals THE ROLE OF CUSTOMER RELATIONSHIP MANAGEMENT ON FOOD AND BEVERAGE SERVICES QUALITY: THE MEDIATING ROLE OF EMPLOYEES SATISFACTION

2020 ◽  
Vol 8 (2) ◽  
pp. 222-230 ◽  
Author(s):  
Ahmed Ghazi Mahafzah ◽  
Nader Mohammad Aljawarneh ◽  
Khaled Abdel Kader Alomari ◽  
Shadi Altahat ◽  
Ziyad Saleh Alomari
Keyword(s):  
Customer Relationship Management ◽  
Employee Satisfaction ◽  
Services Quality ◽  
Relationship Management ◽  
Customer Relationship ◽  
Survey Method ◽  
Mediating Role ◽  
Food And Beverage ◽  
The Relationship

Purpose of the study: This study is carried out to investigate the mediating role of employee satisfaction in the relationship between customer relationship management and food and beverage services quality in the 5-stars hotels in Jordan. Methodology: The survey method was used, which includes the use of the field method for collecting data from 5-stars hotels in Jordan, which employees numbered 9,657 and the number of 5-stars hotels is 33in Amman, 352 were effective for analysis and after analyzing the data using the statistical program AMOS. Main Findings: the most important findings were as follows: There is a significant impact of employee satisfaction on the relationship between customer relationship management and food and beverage services quality. Applications of this study: this study comes out to help hotel managers understand the impact of their actions on the ES in their hotels to raise the efficiency of the services provided in the field of FBSQ and to recommended researchers to do more studies in the field of food and beverage and link them in the behavior of employees and customer, which is a result of hotels profit, and also entertains them to the return on the local economy. Novelty/Originality of this study: food and beverages services are one of the essential services which business managers should consider if they have to retain their customers and improve the image of their business so this study came out to investigate the mediate role of employee’s satisfaction in the relationship between customer relationship management and food and beverage services quality in the 5-stars hotels.

scholarly journals Marketing Performance Sustainability in the Jordanian Hospitality Industry: The Roles of Customer Relationship Management and Service Quality

2022 ◽  
Vol 14 (2) ◽  
pp. 803
Author(s):  
Jassim Ahmad Al-Gasawneh ◽  
Khalid N. AlZubi ◽  
Marhana Mohamed Anuar ◽  
Siti Falindah Padlee ◽  
Adnan ul-Haque ◽  
...  
Keyword(s):  
Service Quality ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Mediating Role ◽  
Marketing Performance ◽  
Performance Dimensions ◽  
The Relationship ◽  
Key Customer

This study examines the mediating role of service quality between customer relationship management (CRM) performance dimensions and the marketing performance of Jordanian hotels using resource-based view theory and contingency theory. A self-administered survey was conducted on 162 general managers of hotels in Jordan. The data were analyzed using partial least squares structural equation modelling. The findings of the study indicated that service quality mediated the relationship between the CRM performance dimensions (key customer focus, CRM knowledge management, CRM organization, and CRM-based technology) and the marketing performance of Jordanian hotels. This study provides significant contributions to theory and practice. From a theoretical perspective, this study fills in the literature gaps by providing insights about the mediating role of service quality in the relationship between customer relationship management performance dimensions and marketing performance. For managerial contributions, this study suggested that hotels can enhance their marketing performance by focusing on service quality and customer relationship management performance dimensions, especially the key customer focus dimension.

scholarly journals The mediating role of customer relationship management between e-supply chain management and competitive advantage

2022 ◽  
Vol 6 (1) ◽  
pp. 263-272 ◽  
Author(s):  
Abdalrazzaq Aloqool ◽  
Malek Alharafsheh ◽  
Hadeel Abdellatif ◽  
Lana Ahmad Suleiman Alghasawneh ◽  
Jassim Ah-mad Al-Gasawneh
Keyword(s):  
Supply Chain ◽  
Supply Chain Management ◽  
Competitive Advantage ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Chain Management ◽  
Competitive Position ◽  
The Relationship

The purpose of this study is to explore the role of implementing e-supply chain management (E-SCM) on the competitive position of companies and whether implementing customer relationship management (CRM) can affect the relationship between E-SCM and competitive advantage. To achieve this objective, a quantitative approach was utilized. A total of 300 questionnaires were distributed where 243 questionnaires were returned, with 17 incomplete questionnaires being excluded, leaving 226 usable questionnaires. PLS-SEM software was used to analyze the data. The results of this study demonstrate the imperative role of implementing E-SCM and CRM on creating a competitive advantage for firms. It also shows that CRM mediates the relationship between E-SCM and competitive advantage, suggesting that utilizing different technologies can help firms better communicate with their customers and thus better serve them which in turn will enhance customers’ satisfaction and thus boost the competitive position of the firm.

How Customer Relationship Management (CRM) and Innovation Influence Business Performance Mediating Role of Innovation

2018 ◽  
Vol 9 (2) ◽  
pp. 1-15
Author(s):  
Mona Jami Pour ◽  
Elnaz Nabizadeh Mamani ◽  
Mohammad Rahimzadeh
Keyword(s):  
Customer Relationship Management ◽  
Business Performance ◽  
Direct Relationship ◽  
Customer Relationship ◽  
Improve Performance ◽  
Management Tools ◽  
Mediating Role ◽  
The Impact ◽  
The Relationship

According to Bain & Company, CRM is at the top of management tools in recent years. This article aims to answer the productivity paradox of CRM and investigates the impact of both CRM and innovation on firm performance and also investigating mediating role of innovation to explain the effect of CRM on performance. To obtain research objective, an empirical study was conducted. For evaluating conceptual model, survey instrument was developed. The relationship between dimensions of CRM and innovation, as well as the relationship between innovation and business performance, were approved, but direct relationship between dimensions of CRM and business performance, according to the data collected, was not approved. Innovation and CRM both are valuable capabilities, which are viewed necessary to achieve a competitive advantage. However, there are little researches about how the interaction of these two concepts improve performance, and despite massive investments in the field of CRM, its impact on business is ambiguous.

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