This study reviews research articles published in the area of Customer Relationship
Management (CRM) in the hospitality industry. The aim of this article is to systematically …

The e-CRM application has currently offered benefits for companies in different business
sectors, especially in hospitality industry. The objective of this paper is to investigate the …

Despite all the benefits that customer relationship management (CRM) offers to companies,
various studies show high rates of failure when implementing CRM schemes. This study …

This chapter investigates the effect of customer orientation and CRM organization on hotel
financial performance. A model of enhancing hotel financial performance through customer …

This paper examines how tourist behaviour is conditioned by the COVID-19 pandemic,
develo** a theoretical framework that considers not only traditional variables such as …

Originality: The competition in the banking industry has necessitated a concerted effort to
ensure a sustainable internal and external customer relationship. Studies that focus on the …

The structural assurance (SA) of e-commerce platforms determines how safe it is for
shoppers to purchase from merchants. However, it remains unclear whether SA encourages …

Working on Customer Relationship Management (CRM) has an enormous impact on the
activities in the tourism industry. But the success rate in CRM system implementation is too …

Hotels are a key sector in the tourism industry. Even though visitor loyalty has been much
discussed in the hotel sector, variety-seeking behaviour (VSB), which may cause switching …