scholarly journals The role of CRM and e – CRM in the Hospitality and Tourism Industry and the reasons why they fail

2019 ◽  
Author(s):  
Michail Tsokos Liapis
Keyword(s):  
Literature Review ◽  
Hospitality Industry ◽  
Customer Retention ◽  
Tourism Industry ◽  
Small Sample ◽  
Journal Articles ◽  
Academic Journal ◽  
Secondary Research ◽  
On Line ◽  
Hospitality And Tourism

<p><b>Purpose: </b>This article is an overview of the existing literature review in the aspect of CRM and e – CRM concluding opinions and theories of academic writers. The purpose of this article is to review the existing literature of CRM, the connection of e-CRM in the technological advantage and investigate more and in depth all the connection between CRM and e – CRM with customer retention and customer satisfaction with a focus in the rate of failure and the reason why CRM project fail and investigate research gaps. </p><p><b>Methodology: </b>Secondary research has been conducted by using Oxford Brookes library databases such as business source complete, Emerald and hospitality and tourism complete, EBSCO host, Elsevier, on – line books, Journal of travel research and numerous academic journal articles.</p><p><b> </b></p><p><b>Findings: </b>There are findings which explain some of the reasons why CRM has a 55% to 77% failure rate and e – CRM a 65% of failure. This is due to insufficient training from employers or even motivation from employees in order to learn the CRM systems. Moreover, it was found that sometimes, e -CRM programs due to the high cost of programs are not preferred by SME companies and they prefer to keep the traditional marketing approaches which can lead to low customer retention. </p><p><b> </b></p><p><b>Research limitations: </b>All findings are based in secondary research in English articles without conducting a primary research. Approximately, in all academic journal articles, books and on line resources it was mentioned that there is a limitation in the literature review of e – CRM in the hospitality industry due to the lack of journal article resources and the small sample size researches </p><p> </p><p><b>Practical implications: </b>Due to the fact that antagonism between hospitality industries grows, top managers should train fully the employees of lower hierarchical levels as it has a further influence in customers’ satisfaction and customers retention and SME’s have start and adopt CRM strategies according to their financial data. </p><p><b> </b></p><p><b>Originality/value: </b>This article helps a lot of people on how e – CRM was born and what are the main principles of the CRM before the emerge of WEB 2.0 era as there is a little difference between them. Moreover there is gap in the literature regarding hospitality industry as the articles do not offer an expanded knowledge due to small size samples and also due the fact that there are no articles that describe the steps that managers and companies have to do in order to overcome the lack of CRM in almost all SMEs. </p>

scholarly journals The role of CRM and e – CRM in the Hospitality and Tourism Industry and the reasons why they fail

2019 ◽  
Author(s):  
Michail Tsokos Liapis
Keyword(s):  
Literature Review ◽  
Hospitality Industry ◽  
Customer Retention ◽  
Tourism Industry ◽  
Small Sample ◽  
Journal Articles ◽  
Academic Journal ◽  
Secondary Research ◽  
On Line ◽  
Hospitality And Tourism

<p><b>Purpose: </b>This article is an overview of the existing literature review in the aspect of CRM and e – CRM concluding opinions and theories of academic writers. The purpose of this article is to review the existing literature of CRM, the connection of e-CRM in the technological advantage and investigate more and in depth all the connection between CRM and e – CRM with customer retention and customer satisfaction with a focus in the rate of failure and the reason why CRM project fail and investigate research gaps. </p><p><b>Methodology: </b>Secondary research has been conducted by using Oxford Brookes library databases such as business source complete, Emerald and hospitality and tourism complete, EBSCO host, Elsevier, on – line books, Journal of travel research and numerous academic journal articles.</p><p><b> </b></p><p><b>Findings: </b>There are findings which explain some of the reasons why CRM has a 55% to 77% failure rate and e – CRM a 65% of failure. This is due to insufficient training from employers or even motivation from employees in order to learn the CRM systems. Moreover, it was found that sometimes, e -CRM programs due to the high cost of programs are not preferred by SME companies and they prefer to keep the traditional marketing approaches which can lead to low customer retention. </p><p><b> </b></p><p><b>Research limitations: </b>All findings are based in secondary research in English articles without conducting a primary research. Approximately, in all academic journal articles, books and on line resources it was mentioned that there is a limitation in the literature review of e – CRM in the hospitality industry due to the lack of journal article resources and the small sample size researches </p><p> </p><p><b>Practical implications: </b>Due to the fact that antagonism between hospitality industries grows, top managers should train fully the employees of lower hierarchical levels as it has a further influence in customers’ satisfaction and customers retention and SME’s have start and adopt CRM strategies according to their financial data. </p><p><b> </b></p><p><b>Originality/value: </b>This article helps a lot of people on how e – CRM was born and what are the main principles of the CRM before the emerge of WEB 2.0 era as there is a little difference between them. Moreover there is gap in the literature regarding hospitality industry as the articles do not offer an expanded knowledge due to small size samples and also due the fact that there are no articles that describe the steps that managers and companies have to do in order to overcome the lack of CRM in almost all SMEs. </p>

Prospects of the fourth industrial revolution for the hospitality industry: a literature review

2020 ◽  
Vol 11 (3) ◽  
pp. 479-494
Author(s):  
Benjamin Appiah Osei ◽  
Neethiahnanthan Ari Ragavan ◽  
Henry Kofi Mensah
Keyword(s):  
Literature Review ◽  
Hospitality Industry ◽  
Industrial Revolution ◽  
Tourism Industry ◽  
Service Industries ◽  
Future Research ◽  
Content Type ◽  
Fourth Industrial Revolution ◽  
Hospitality And Tourism ◽  
The Impact

Purpose The economy of today has moved toward the fourth industrial revolution (FIR), which is characterized by the adoption of technologies such as cyber-physical systems, internet of things, big data, artificial intelligence and robotics. Globally, there is a lot of awareness created on the influence of the FIR on all industries, including hospitality and tourism. A plethora of studies on FIR have been conducted in the setting of manufacturing industries. Nonetheless, there seems to be in-exhaustive and non-consensual agreement among researchers as to the development and prospects of the FIR for service industries. Therefore, the aim of this paper was to comprehensively review the prospects of the FIR for the hospitality and tourism industry. Design/methodology/approach As a result of the novelty and gaps associated with the FIR in the hospitality literature, the authors explored the concept of FIR using a comprehensive literature review approach. Specifically, this paper reviews existing literature from diverse academic backgrounds, and annotates issues with regard to the evolution and prospects of the FIR for the hospitality industry. Findings Emphatically, the development and principles of FIR were expatiated. Additionally, an exegesis was carried out on the prospects (positives and challenges) of FIR for the hospitality industry. Finally, practical and social implications were also discussed. Originality/value It still remains a discourse among scholars and industry stakeholders as to the prospects of the FIR. This paper clarifies the confusion among researchers and bridges the literature gaps. Moreover, this review serves as a theoretical foundation for future research on the impact of FIR on the hospitality industry.

scholarly journals The Positive Impact of Implementation Business Intelligence and Big Data in Hospitality and Tourism Sector

2021 ◽  
Vol 11 (6) ◽  
pp. 59-71
Author(s):  
Evaristus Didik Madyatmadja ◽  
◽  
Chairunnissa Nur Aulia Adiba ◽  
David Jumpa Malem Sembiring ◽  
Debri Pristinella ◽  
...  
Keyword(s):  
Big Data ◽  
Business Intelligence ◽  
Business Models ◽  
Positive Impact ◽  
Tourism Industry ◽  
Journal Articles ◽  
Academic Journal ◽  
Tourism Sector ◽  
Hospitality And Tourism ◽  
Hospitality And Tourism Industry

In today’s digital era, technological developments are increasingly rapid, advanced, and have an incredibly positive impact on every aspect in various sectors (especially in industry). The increase in what is being done with the internet is bound to result in the data population increasing at a very fast rate as well. The huge amount of data and of various types makes it impossible to manage, analyze, interpret, and trace traditionally making it increasingly difficult for the industry to obtain relevant, timely, and unable to perform decision-making analysis due to a lack of time to actually consume the data so the industry has to work hard and spend a lot of money to produce quality information. Business intelligence and big data are forms of implementation that can answer the needs of all the hospitality and tourism industries. The purpose of this research paper is to explore, study, and discuss the results of a comprehensive analysis of many journal articles in understanding research related to the positive impacts in hospitality and tourism sector (especially in industry) after implementing business intelligence and big data based on empirical findings by employing a systematic literature review method from academic journal articles that have been indexed in the Scopus database and the Web of Science. Business intelligence and big data play a crucial role in an organization's digital transformation attempts in general in companies in hospitality and tourism industry, thereby can create a competitive advantage and be able to encourage greater effectiveness, efficiency, and strategies to determine new business models and bring successful and useful change for numerous company businesses in hospitality and tourism industry for numerous company businesses within the in hospitality and tourism industry

scholarly journals A Study of Determinants of Service Quality and Its Role in Customer Satisfaction: A Case of Selected Hotels in Sulaimaniyah, Kurdistan Region of Iraq

2020 ◽  
Vol 10 (2) ◽  
pp. 64
Author(s):  
Mamta Singh ◽  
Devendra Kumar
Keyword(s):  
Service Quality ◽  
Tourism Industry ◽  
Small Sample ◽  
Time Behavior ◽  
Kurdistan Region ◽  
Tourist Destinations ◽  
Tourism Sector ◽  
Food And Beverage ◽  
Massive Number ◽  
Hospitality And Tourism

Purpose of the study: Hospitality and tourism is a promising sector for growth of the Economy in Kurdistan region of Iraq. Every year a massive number of tourists visit the region during Nawroz and Eid –ul-Adha festival seasons. The region is fairly modern and possesses several tourist destinations including site seeing, religious tourism and historical tourism etc. Kurdistan Regional Statistics Office published a report on region’s economy that consists of number of foreign individuals, who visited Kurdistan region categorized into Arab and Non-Arab visitors category provides a clear picture that the region is not only an attraction for holiday but also for other type of tourism. Therefore we wish to learn customers opinion about satisfaction from service quality of the selected hotels. The study will be used to share key information with the hotel in Sulaimaniyah city.Methodology: To understand the determinants of service quality that is most shot for by the individuals we have conducted a survey of selected five star hotels in Sulamaniyah. The sample size for this study was a small sample which was 50 respondents. We used purposive sampling. For data analysis we used SPSS software package for social sciences. Main Findings: We observed from the majority responses that Room service, delivery time, behavior of hotel staff, a nice welcome on arrival, variety of food and beverage are some of the important parameters on which customers decide to rate a hotel. The customers do not have much interest in modern furniture facilities as per this study result. Application of the study: In the nutshell hospitality and tourism sector has huge potential for job creation given the fact the region has well-educated and well groomed young population ready to be employed in the region’s growing tourism industry, this research will help the hotels to provide better services to satisfy the customer.

Rise of the machines: towards a conceptual service-robot research framework for the hospitality and tourism industry

2020 ◽  
Vol 13 (12) ◽  
pp. 3835-3851
Author(s):  
Glenn McCartney ◽  
Andrew McCartney
Keyword(s):  
Decision Making ◽  
Conceptual Framework ◽  
Hospitality Industry ◽  
Tourism Industry ◽  
Service Robot ◽  
Content Type ◽  
Hospitality And Tourism ◽  
Tourism And Hospitality Industry ◽  
Hospitality And Tourism Industry ◽  
Practical Implications

Purpose This study aims to introduce a conceptual framework for service robot (SR) acceptance by customers, employees and policymakers – a framework to help determine corporate decision-making on SR workplace integration. Design/methodology/approach This study reviews SR adoption literature within the tourism and hospitality industry. These SRs may have some level of artificial intelligence capability and possibly anthropomorphic (e.g. humanoid) or zoomorphic (e.g. animal-like) features, contingent on task and design choices. The study then identifies factors that potentially influence employee and consumer acceptance and experiences of SR, as well as policy and compliance factors and all elements of the corporate decision-making process concerning SR adoption in the hospitality setting. Findings This paper reviews the obstacles and benefits of SR adoption in the hospitality industry based on employee, consumer and public policy considerations. Research limitations/implications SRs are increasingly deployed within hospitality and tourism settings. Future studies should further explore the value-adding functions of SRs implemented in existing hospitality operations. Practical implications Hospitality and tourism industry practitioners should integrate the dimensions in the conceptual framework to make fully informed decisions on SR adoption. Originality/value To the best of the authors’ knowledge, this is one of the first studies to provide a holistic SR adoption framework offering theoretical and practical implications for ongoing SR research and implementation.

Research gaps in Lean manufacturing: a systematic literature review

2019 ◽  
Vol 36 (5) ◽  
pp. 815-839 ◽  
Author(s):  
Evangelos Psomas ◽  
Jiju Antony
Keyword(s):  
Literature Review ◽  
Systematic Literature Review ◽  
Lean Manufacturing ◽  
Design Methodology ◽  
Journal Articles ◽  
Academic Journal ◽  
Research Gaps ◽  
Content Type ◽  
Further Development ◽  
Practical Implications

Purpose Literature contributions to Lean manufacturing (LM) are fragmented and show some significant limitations. The purpose of this paper is to identify the existing research gaps in LM as well as to group them into respective themes. Design/methodology/approach A systematic literature review (SLR) of peer reviewed journal articles in LM was carried out by the authors, based on four major publishers, namely, Emerald Online, Science Direct, Springer Link and Taylor & Francis. In total, 120 articles published in 30 journals during 2005–2016 were collected which revealed LM research gaps. A simple affinity diagram was applied in order to group the research gaps into logical themes. Findings A large number of research gaps are identified in the LM literature and meaningful themes of these gaps are also revealed. Research limitations/implications The SLR carried out by the authors is based on only four academic journal publishers and some of other publishers might have been missed out in this search. Excluding articles focusing on an individual Lean principle or tool/technique is also a limitation of the present SLR. Practical implications Researchers and practitioners can use the LM research gaps presented in this study for further development of LM methodology. Originality/value Presenting LM research gaps analytically and grouping them into meaningful themes, significantly differentiates the present SLR study from those published so far.

RFRA and the hospitality industry in Indiana: political shocks and empirical impacts on Indianapolis’ hospitality and tourism industry

2016 ◽  
Vol 2 (3) ◽  
pp. 221-231 ◽  
Author(s):  
Craig Webster ◽  
Chih-Lun (Alan) Yen ◽  
Sotiris Hji-Avgoustis
Keyword(s):  
Hospitality Industry ◽  
Tourism Industry ◽  
The State ◽  
The Political ◽  
Content Type ◽  
Market Report ◽  
Lgbt Community ◽  
Hospitality And Tourism ◽  
Hospitality And Tourism Industry ◽  
The Impact

Purpose Religious Freedom Restoration Act (RFRA) is a controversial bill passed by the State of Indiana and signed into law in March 2015. The purpose of this paper is to look into whether there is empirical evidence that the political shock of RFRA had a negative empirical impact upon the hotel industry in Indiana’s major city, Indianapolis, and investigate how DMOs and other organizations in the tourism and hospitality industry worked in ways to counteract the threat of a great deal of loss of business caused by the national furor caused by the passing of the original bill in March 2015. Design/methodology/approach To fully examine the impact of RFRA on hospitality business in Indiana, secondary data were used in this study. The researchers used the Trend Market report created by Smith Travel Research (STR) (2016b) with a focus on the greater Indianapolis area, which include Indianapolis South East, Indianapolis Central Business District, Indianapolis Airport/Speedway, Indianapolis North Loop, and Indianapolis small towns. In the Trend Market report, hotel operation performance results are listed including occupancy percentage, average daily rate, revenue per available room, supply, demand, and revenue. Findings The findings from this investigation illustrate that there is no empirical reason to believe that the political shock of the RFRA controversy in Indiana in 2015 had a meaningful impact upon the hospitality and tourism industry in Indianapolis, despite concerns that it would make a big and negative impact upon the industry. While event planners may have a negative perception of the city of Indianapolis and the state, these perceptions do not seem to be enough to make a difference in terms of impacting upon the hospitality industry in Indianapolis. Originality/value There are lessons that could be learned from this, as many states in the USA continue to pass similar laws to RFRA, laws that are perceived as being problematic for those in the lesbian, gay, bisexual, and transgender (LGBT) community. The most noteworthy lesson is that the passing of laws that seem to threaten people of the LGBT community will bring a national response and will likely be accompanied with threats that are economic in nature. There is a great deal of evidence to show that passing any legislation that may be interpreted as infringing upon the rights of members of the LGBT community will result in substantial responses that may be negative in nature.

Are hospitality/tourism curricula ready for big data?

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Godwin-Charles Ogbeide ◽  
Yao-Yi Fu ◽  
Amanda Kay Cecil
Keyword(s):  
Big Data ◽  
Literature Review ◽  
Data Analytics ◽  
Big Data Analytics ◽  
Tourism Industry ◽  
Content Type ◽  
Data Analyst ◽  
Job Offers ◽  
Hospitality And Tourism ◽  
Hospitality And Tourism Industry

Purpose The purpose of this paper is to establish a conceptual framework on how hospitality and tourism educators could incorporate new technology and big data analytics into program curriculum. Design/methodology/approach The research developed a logic model to visualize the benefits/impact of hospitality and tourism data analyst via a literature review approach. Findings The incorporation of statistics, research and the knowledge of data exploration, analysis and insight into hospitality programs would enhance students’ data analysis competencies. Research limitations/implications This is a literature review paper, based on philosophical perspectives from literature review. It would be nice to conduct an empirical study with regard to data analytics in the hospitality and tourism industry. Practical implications The hospitality and tourism program coordinators and/or directors are urged to inspire more students who are interested in adding statistics and accounting studies to the hospitality and tourism field. Also, the hospitality and tourism data analyst would secure attractive job offers as well as enhance the average salary of hospitality and tourism graduates. Social implications Hospitality and tourism data analytics would secure attractive job offers as well as enhance the average salary of hospitality and tourism graduates. Originality/value The paper explored the impact of big data analytics in the hospitality and tourism industry and made recommendations for hospitality and tourism data analytics curricula.

Crime research in hospitality and tourism

2020 ◽  
Vol 32 (3) ◽  
pp. 1299-1323 ◽  
Author(s):  
Nan Hua ◽  
Bin Li ◽  
Tingting(Christina) Zhang
Keyword(s):  
Literature Review ◽  
Risk Perceptions ◽  
Crime Control ◽  
Research Priorities ◽  
Tourism Industry ◽  
Comprehensive Overview ◽  
Content Type ◽  
Hospitality And Tourism ◽  
Research Stream ◽  
Hospitality And Tourism Industry

Purpose The purpose of this study is to present a holistic literature review on crime research in the hospitality and tourism field. Design/methodology/approach This literature review included 109 crime-related academic papers in seven primary sources, namely, ScienceDirect, EBSCOhost’s hospitality and tourism complete, Emerald Management eJournals, Sage Journals, Google Scholar, Scopus and Web of Science. Findings From the exploration and synthesis of 109 articles, the following categories of crime research in the hospitality and tourism field emerged as follows: classification of crime research in the hospitality and tourism field; diversity of tourists, crime and risk perceptions; the impacts of crime on the hospitality and tourism industry; and crime control from stakeholders’ papers. In addition, this study advances crime research by proposing six research priorities for future investigation. Practical implications Tourism stakeholders are advised to achieve better cooperation in crime control under the guidance of the crime prevention model. High-technology tools are encouraged to be applied to detect and track criminal activities. Meanwhile, diverse applications of the media should be used as useful tools to control criminal activities in the hospitality and tourism industry. Originality/value This paper fills a gap by presenting the first comprehensive overview of crime research in the hospitality and tourism field in the past few decades and proposing six priorities for this research stream.

Sign in / Sign up

Export Citation Format

Share Document