Relationship Quality in the Hospitality Industry: Critical Review and Future Directions

2019 ◽  
Vol 118 (12) ◽  
pp. 83-91
Author(s):  
Harish B ◽  
Dr. Sam Thomas
Keyword(s):  
Organizational Performance ◽  
Relationship Quality ◽  
Critical Review ◽  
Hospitality Industry ◽  
Hotel Industry ◽  
Relationship Management ◽  
Direct Influence ◽  
Future Directions ◽  
Industry Relationship

In the highly competitive hotel industry, relationship management is of utmost importance. Not only effective relationship management helps loyalty and repurchase, but it is also found to have a direct influence on organizational performance. The effect of relationship management is dependent on the construct of relationship quality. The aim of the paper is to critically analyze the existing literature on the antecedents and outcomes of  Relationship Quality in the context of hospitality industry.

scholarly journals Relationship between CRM Strategy and Hotels’ Performance with Reference to Madurai

2020 ◽  
Vol 8 (4S4) ◽  
pp. 41-44
Keyword(s):  
Organizational Performance ◽  
Customer Relationship Management ◽  
Hotel Industry ◽  
Relationship Management ◽  
Customer Relationship ◽  
Survey Area ◽  
To Come ◽  
The Impact ◽  
Potential Customers

Customer Relationship Management is an ideology to manage company’s interaction with existing and future customers. Today it is an inevitable for any business because of heavy competition and globalization. Every organization thrives to withstand in the competition for that they have to retain their customers as well as develop their products. Especially for the hotel industry it has to come up with distinctive ideas to show their uniqueness in the industry as well as with their current and potential customers. However there will be a limited study in the survey area about CRM. This observation strive to manifest how the impact of Customer Relationship Strategy with organizational performance

Applications of Customer Relationship Marketing in the UK Hospitality Industry

2010 ◽  
Vol 1 (4) ◽  
pp. 1-21 ◽  
Author(s):  
Geoff Lancaster ◽  
Diana Luck
Keyword(s):  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Hospitality Industry ◽  
Hotel Industry ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Customer Relationship Marketing ◽  
The Uk

This paper aims to research the hospitality industry to gauge dimensions of Customer Relationship Management (CRM) that resonate with guests and employees. An uncovering of perceptual differences of hotel guests and employees was sought to assess its application within the London hotel industry and to investigate CRM as an emerging concept. The global hotel market contains many brands and partnerships, and CRM is significant, because differentiation becomes easier for those with potential to develop long-term customer relationships. Despite being differentiated by star ratings, most hotels in London offer similar core products and services. In this regard, development of relationships with customers can be considered emphatic to the London hotel industry. Methodologically, triangulation of data and theories was used in this paper to investigate staff and customers. A standardised questionnaire gauged elements regarded as being part CRM with the objective to assess differential CRM perceptions and their relevancy to the hotel industry in contemporary terms. Findings suggest CRM become an integral part of a hotel’s offerings and operations.

scholarly journals Workplace Innovation and Organizational Performance in the Hospitality Industry

2021 ◽  
Vol 13 (11) ◽  
pp. 5847
Author(s):  
Jol Stoffers ◽  
Klaes Eringa ◽  
Jamie Niks ◽  
Anne Kleefstra
Keyword(s):  
The Netherlands ◽  
Organizational Performance ◽  
Hospitality Industry ◽  
Social Innovation ◽  
Hotel Industry ◽  
Positive Influence ◽  
Strategic Orientation ◽  
Rates Of Change ◽  
Two Samples ◽  
Workplace Innovation

Change has become continuous, and innovation is a primary approach for hospitality, i.e., hotel companies, to become or remain economic viable and sustainable. An increasing number of management researchers are paying more attention to workplace rather than technological innovation. This study investigates workplace innovation in the Dutch hotel industry, in three- and four-star hotels in the Netherlands, by comparing them to other industries. Two samples were questioned using the Workplace Innovation survey created by the Dutch Network of Social Innovation (NSI). The first was conducted in the hospitality industry, and these data were compared with data collected in a sample of other industries. Results suggest that greater strategic orientation on workplace innovation and talent development has a positive influence on four factors of organizational performance. Greater internal rates of change, the ability to self-organize, and investment in knowledge also had positive influences on three of the factors—growth in revenue, sustainability, and absenteeism. Results also suggest that the hospitality industry has lower workplace innovation than other industries. However, no recent research has assessed to what degree the hospitality industry fosters workplace innovation, especially in the Netherlands. However, few studies have examined management in the Dutch hotel industry, how workplace innovation is used there, and whether it improves practices.

Applications of Customer Relationship Marketing in the UK Hospitality Industry

2012 ◽  
pp. 188-209
Author(s):  
Geoff Lancaster ◽  
Diana Luck
Keyword(s):  
Relationship Marketing ◽  
Customer Relationship Management ◽  
Hospitality Industry ◽  
Hotel Industry ◽  
Relationship Management ◽  
Customer Relationships ◽  
Customer Relationship ◽  
Customer Relationship Marketing ◽  
The Uk

This paper aims to research the hospitality industry to gauge dimensions of Customer Relationship Management (CRM) that resonate with guests and employees. An uncovering of perceptual differences of hotel guests and employees was sought to assess its application within the London hotel industry and to investigate CRM as an emerging concept. The global hotel market contains many brands and partnerships, and CRM is significant, because differentiation becomes easier for those with potential to develop long-term customer relationships. Despite being differentiated by star ratings, most hotels in London offer similar core products and services. In this regard, development of relationships with customers can be considered emphatic to the London hotel industry. Methodologically, triangulation of data and theories was used in this paper to investigate staff and customers. A standardised questionnaire gauged elements regarded as being part CRM with the objective to assess differential CRM perceptions and their relevancy to the hotel industry in contemporary terms. Findings suggest CRM become an integral part of a hotel’s offerings and operations.

Workplace Arrogance and Its Impact on the Organizational Performance in the Hospitality Industry

2018 ◽  
pp. 33-53
Keyword(s):  
Quality Of Service ◽  
Organizational Performance ◽  
Hospitality Industry ◽  
Negative Impact ◽  
Positive Impact ◽  
Hotel Industry ◽  
Two Dimensions ◽  
Theoretical Contribution ◽  
The Relationship

The aim of this chapter is to test empirically the fundamental hypothesis highlighting the relationship between “workplace arrogance” and “organizational performance.” The results of this study undertaken in the Tunisian hotel industry validate 2 hypotheses out of 30 and reach crucial findings: (1) workplace arrogance is a multidimensional variable (6 dimensions) and its dimensions are unidimensional; (2) workplace arrogance has a significant and negative impact on organizational performance measured by two dimensions: the customer satisfaction and the quality of service; and (3) workplace arrogance has a significant and positive impact on organizational performance measured by two dimensions: quality of service and financial performance. These findings could be considered as a theoretical contribution never been discovered before.

Analyzing the Influence of Customer Relationship Management on Firm Performance

2018 ◽  
pp. 1590-1622
Author(s):  
Brijesh Kumar Yadav ◽  
Abhijeet Singh
Keyword(s):  
Organizational Performance ◽  
Customer Relationship Management ◽  
Hotel Industry ◽  
Relationship Management ◽  
Marketing Strategies ◽  
Customer Relationship ◽  
Buying Behaviour ◽  
A Company ◽  
Indian Perspective

Today, companies have come to realize that customers are the foundation of a business and effective relationship management is indispensable for the success of an organisation. Hence, one of the most important objectives of a company is to satisfy its customers as they are the backbone and keep a business running. Moreover, it is being witnessed that customer's needs and buying behaviour have changed considerably. In order to meet ever changing demands, organisations need to adopt customer oriented marketing strategies to gain competitive advantage. Since customers nowadays are becoming more price sensitive and shift loyalty frequently in terms of selecting products and services of any company, it has become very difficult to retain them. As a result, emphasis on long term relationships with customers has gained momentum in businesses. The goal of the present study is to expand the study of customer relationship management (CRM) by investigating the association of dimensions of CRM and organizational performance. The study extends customer relationship management to the hotel industry context. It explores a set of CRM dimensions or constructs that are important for implementing CRM in hotel industry in Indian perspective.

Analyzing the Influence of Customer Relationship Management on Firm Performance

2014 ◽  
Vol 5 (3) ◽  
pp. 69-97 ◽  
Author(s):  
Brijesh Kumar Yadav ◽  
Abhijeet Singh
Keyword(s):  
Organizational Performance ◽  
Customer Relationship Management ◽  
Hotel Industry ◽  
Relationship Management ◽  
Marketing Strategies ◽  
Customer Relationship ◽  
Buying Behaviour ◽  
A Company ◽  
Indian Perspective

Today, companies have come to realize that customers are the foundation of a business and effective relationship management is indispensible for the success of an organisation. Hence, one of the most important objectives of a company is to satisfy its customers as they are the backbone and keep a business running. Moreover, it is being witnessed that customer's needs and buying behaviour have changed considerably. In order to meet ever changing demands, organisations need to adopt customer oriented marketing strategies to gain competitive advantage. Since customers nowadays are becoming more price sensitive and shift loyalty frequently in terms of selecting products and services of any company, it has become very difficult to retain them. As a result, emphasis on long term relationships with customers has gained momentum in businesses. The goal of the present study is to expand the study of customer relationship management (CRM) by investigating the association of dimensions of CRM and organizational performance. The study extends customer relationship management to the hotel industry context. It explores a set of CRM dimensions or constructs that are important for implementing CRM in hotel industry in Indian perspective.

Quality of relationship on information technology outsourcing for organizational success in hospitality industry

2014 ◽  
Vol 5 (3) ◽  
pp. 229-244 ◽  
Author(s):  
Ali Sukru Cetinkaya ◽  
Mehmet Ergul ◽  
Muzaffer Uysal
Keyword(s):  
Information Technology ◽  
Service Quality ◽  
Organizational Performance ◽  
Relationship Quality ◽  
Hospitality Industry ◽  
It Outsourcing ◽  
Content Type ◽  
It Service ◽  
Outsourcing Success ◽  
The Relationship

Purpose – This paper aims to investigate the effects of vendor – client relationship on organizational success in the hospitality industry. The relationship between vendors and clients regarding information technology outsourcing does not always go in harmony. In the viewpoint of hospitality practitioners, information technology (IT) providers do not necessarily abide by the given promises stated on contracts, all the time. The service flows, which are mostly generated by the lack of quality relationship between vendors and clients directly affect hotels’ organizational performance. Design/methodology/approach – Data were collected by an online survey and analyzed using multivariable statistics (path analysis) to determine the effects of service quality and relationship quality on outsourcing success, and its effect on organizational performance. Data from 102 valid responses received from ten different countries, representing 230 hotels in total were analyzed. Findings – Service quality and relationship quality, which are two dimensions of outsourcing relationships, were found to be positively related to outsourcing success (r = 0.60 and 0.70, p < 0.01, respectively) and intangible organizational performance (r = 0.20, p < 0.05; 0.26 and 0.27, p < 0.01, respectively). Research limitations/implications – The research was designed to investigate the IT outsourcing service receiver’s (client) perspective. The IT service provider’s (vendor) perspective is disregarded. Disturbance results are very high (i.e. more than 0.95). This may well be the case that certain facets of the outsourcing success construct are not adequately represented by the chosen indicators. Research results may reveal an idea about the research subject, in general, but may not be generalized to the whole industry due to its sampling size. Finally, the survey was conducted online, and all online research restrictions were applicable to this research such as receiving very limited response rates. Practical implications – The results of this research provide important information for practitioners in the hospitality industry and IT service providers. Relationship quality between vendor and client was observed to be the most determinant factor in IT outsourcing success. Social implications – The proposed model may well serve as a framework for further examining mediating and possible moderating variables. Originality/value – There is limited research in the previous literature investigating the relationship between information technology vendor and client, in terms of service quality and relationship quality in hospitality industry. This paper may serve to fill in this gap.

The Impact of Bar Service Operation Practices on Organizational Performance in Indian Hotel Industry

2015 ◽  
Vol 8 (1) ◽  
Author(s):  
Mohinder C. Dhiman ◽  
Abhishek Ghai
Keyword(s):  
Organizational Performance ◽  
Hotel Industry ◽  
Demographic Variables ◽  
Study Results ◽  
Service Operation ◽  
Managerial Implications ◽  
Overall Performance ◽  
The Impact ◽  
The Relationship ◽  
Bivariate Test

The paper has a two fold purpose - examine the impact of bar service operation practices (BSOP) on organizational performance (OP) and study the relationship between organizational performance and demographic variables. Based on a survey of 362 bar managers perceptions on the impact of bar service operation practices on organizational performance were assessed by 59 practices and 6 demographic variables. Bivariate test and ANOVA were employed to test the working hypothesis in the study. Results indicated that there is a positive relationship between the bar service operation practices and organizational performance. Further, the results indicate some practical and managerial implications to improve organizational overall performance.

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