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CRM and the bottom line: Do all CRM dimensions affect firm performance?

Alexander Josiassen, A. George Assaf, Ljubica Knežević Cvelbar

2013-09-21articleInternational Journal of Hospitality Management95 citationsclosed

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Customer Service Quality and Loyalty Marketing and Advertising Strategies Corporate Governance and Management

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Citations in this library

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References

1996CUSTOMER POWER, STRATEGIC INVESTMENT, AND THE FAILURE OF LEADING FIRMS

2005A Strategic Framework for Customer Relationship Management

1998A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction

1999An Integrated Model of Information Systems Adoption in Small Businesses

2004The Customer Relationship Management Process: Its Measurement and Impact on Performance

2005The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention

2003Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development

1999Marketing, Business Processes, and Shareholder Value: An Organizationally Embedded View of Marketing Activities and the Discipline of Marketing

Cited by

2017Customer relationship management research in tourism and hospitality: a state-of-the-art

2017Customer relationship management (people, process and technology) and organisational culture in hotels

2022Assessing the Implementation of AI Integrated CRM System for B2C Relationship Management: Integrating Contingency Theory and Dynamic Capability View Theory

2015Improving service management in budget hotels

2020Innovative CRM and Performance of SMEs: The Moderating Role of Relational Capital

2017Understanding the dimensions of customer relationships in the hotel and restaurant industries

2019Performance measurement and management in small companies of the service sector; evidence from a sample of Italian hotels

2020Analyzing antecedents affecting the organizational performance of start-up businesses

Details

Year2013

Typearticle

VenueInternational Journal of Hospitality Management

Languageen

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Identifiers

doi10.1016/j.ijhm.2013.08.005

openalex_workW2102212906

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