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Customer relationship management research in tourism and hospitality: a state-of-the-art
16 references·16 citing·47 second hopsampled
Customer relationship management research in tourism and hospitality: a state-of-the-art (2017)Customer relationship management research…Bibliometric studies in tourism (2016)Bibliometric studies in touri…Consumer brand relationships research: A bibliometric citation meta-analysis (2014)Consumer brand relationships …Total Relationship Marketing (2011)Total Relationship MarketingProgress in information technology and tourism management: 20 years on and 10 years after the Internet—The state of eTourism research (2008)Progress in information techn…A Strategic Framework for Customer Relationship Management (2005)A Strategic Framework for Cus…A Customer Relationship Management Roadmap: What is Known, Potential Pitfalls, and Where to Go (2005)A Customer Relationship Manag…Understanding customer relationship management (CRM) (2003)Understanding customer relati…eTourism: Information technology for strategic tourism management (2003)eTourism: Information technol…Understanding Relationship Marketing Outcomes (2002)Understanding Relationship Ma…The relationship between customer loyalty and customer satisfaction (2001)The relationship between cust…The evolution of relationship marketing (1995)The evolution of relationship…Relationship Marketing: The Strategy Continuum (1995)Relationship Marketing: The S…Making Relationship Marketing Operational (1994)Making Relationship Marketing…From Marketing Mix to Relationship Marketing (1994)From Marketing Mix to Relatio…The balanced scorecard--measures that drive performance. (1992)The balanced scorecard--measu…The balanced scorecard : measures that drive performance (1992)The balanced scorecard : meas…The theory-practice research gains from big data: evidence from hospitality loyalty programs (2023)The theory-practice research …The role of social media content on value co-creation in the food sector: a strategic relationship perspective (2023)The role of social media cont…Customer experience management in capsule hotels: a content analysis of guest online review (2023)Customer experience managemen…When observers of customer incivility revisit the restaurant: roles of relationship closeness and norms (2022)When observers of customer in…Know your guests’ preferences before they arrive at your hotel: evidence from TripAdvisor (2022)Know your guests’ preferences…Examining the relative influence of multidimensional customer service relationships in the food delivery application context (2021)Examining the relative influe…Impact of store-attributes on food and grocery shopping behavior: insights from an emerging market context (2020)Impact of store-attributes on…The role of family firm image perception in host-guest value co-creation of hospitality firms (2019)The role of family firm image…Research note: customer experience management in cruise pre-consumption (2019)Research note: customer exper…Information technology competency and knowledge management in the hospitality industry service supply chain (2019)Information technology compet…Customer relationship management research in hospitality industry: a review and classification (2019)Customer relationship managem…A new methodology for customer behavior analysis using time series clustering (2019)A new methodology for custome…Systematic review of hospitality CRM research (2018)Systematic review of hospital…Halal tourism: state of the art (2018)Halal tourism: state of the a…Are you technologically prepared for mobile shopping? (2018)Are you technologically prepa…Customer relationship management (people, process and technology) and organisational culture in hotels (2017)Customer relationship managem…Reengineering the Corporation (1993)Reengineering the corporation: A manifesto for business revolution (1993)An evaluation of divergent perspectives on customer relationship management: Towards a common understanding of an emerging phenomenon (2004)Customer relationship management: Finding value drivers (2006)The New Industrial Engineering: Information Technology and Business Process Redesign (2011)Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM (2013)Competitive Strategy: Techniques for Analyzing Industries and Competitors (1980)How Competitive Forces Shape Strategy (1989)Strategy and the Internet. (2001)A review of innovation research in tourism (2009)Role of social media in online travel information search (2009)Smart tourism: foundations and developments (2015)Brand Loyalty Vs. Repeat Purchasing Behavior (1973)Service management and marketing: managing the moments of truth in service competition (1990)Zero defections: quality comes to services. (1990)Customer Loyalty in E-Commerce (2002)Does Food Quality Really Matter in Restaurants? Its Impact On Customer Satisfaction and Behavioral Intentions (2007)The Roles of the Physical Environment, Price Perception, and Customer Satisfaction in Determining Customer Loyalty in the Restaurant Industry (2009)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The Commitment-Trust Theory of Relationship Marketing (1994)Evolving to a New Dominant Logic for Marketing (2003)Benchmarking Marketing Capabilities for Sustainable Competitive Advantage (2004)Are the Drivers and Role of Online Trust the Same for All Web Sites and Consumers? A Large-Scale Exploratory Empirical Study (2005)Resolving the Capability–Rigidity Paradox in New Product Innovation (2005)The balanced scorecard: Translating strategy into action (1997)Resource-based theory in marketing (2013)Customer experience management: toward implementing an evolving marketing concept (2015)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)The four levels of loyalty and the pivotal role of trust: a study of online service dynamics (2004)Factors Influencing the Effectiveness of Relationship Marketing: A Meta-Analysis (2006)Do social media marketing activities enhance customer equity? An empirical study of luxury fashion brand (2011)Markets and Hierarchies: Analysis and Antitrust Implications. (1976)The Economic Institutions of Capitalism (1987)The resource-based view and marketing: The role of market-based assets in gaining competitive advantage (2001)The Identity Salience Model of Relationship Marketing Success: The Case of Nonprofit Marketing (2003)The relationship marketing process: communication, interaction, dialogue, value (2004)An Inquiry into the Nature and Causes of the Wealth of Nations (1776)The Structure of Scientific Revolutions (1963)Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)The New Public Governance? 1 (2006)Customer engagement, buyer‐seller relationships, and social media (2012)Performance measurement system design (1995)Performance management: a framework for management control systems research (1999)Clarifying Business Models: Origins, Present, and Future of the Concept (2005)THE IMPACT OF HUMAN RESOURCE MANAGEMENT ON ORGANIZATIONAL PERFORMANCE: PROGRESS AND PROSPECTS. (1996)
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References

  • 1992The balanced scorecard : measures that drive performance12,082 cited
  • 1992The balanced scorecard--measures that drive performance.7,979 cited
  • 2008Progress in information technology and tourism management: 20 years on and 10 years after the Internet—The state of eTourism research3,833 cited
  • 2002Understanding Relationship Marketing Outcomes2,299 cited
  • 2005A Strategic Framework for Customer Relationship Management2,094 cited
  • 1994From Marketing Mix to Relationship Marketing1,410 cited
  • 2001The relationship between customer loyalty and customer satisfaction1,290 cited
  • 2003Understanding customer relationship management (CRM)1,228 cited
  • 1995The evolution of relationship marketing1,033 cited
  • 2005A Customer Relationship Management Roadmap: What is Known, Potential Pitfalls, and Where to Go871 cited
  • 2003eTourism: Information technology for strategic tourism management795 cited
  • 1994Making Relationship Marketing Operational788 cited
  • 2011Total Relationship Marketing728 cited
  • 2016Bibliometric studies in tourism606 cited
  • 1995Relationship Marketing: The Strategy Continuum504 cited

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2014
Consumer brand relationships research: A bibliometric citation meta-analysis
478 cited

Cited by

  • 2018Halal tourism: state of the art146 cited
  • 2017Customer relationship management (people, process and technology) and organisational culture in hotels87 cited
  • 2021Examining the relative influence of multidimensional customer service relationships in the food delivery application context52 cited
  • 2019The role of family firm image perception in host-guest value co-creation of hospitality firms50 cited
  • 2019Customer relationship management research in hospitality industry: a review and classification43 cited
  • 2019Information technology competency and knowledge management in the hospitality industry service supply chain41 cited
  • 2018Systematic review of hospitality CRM research37 cited
  • 2023Customer experience management in capsule hotels: a content analysis of guest online review30 cited
  • 2019A new methodology for customer behavior analysis using time series clustering29 cited
  • 2022When observers of customer incivility revisit the restaurant: roles of relationship closeness and norms29 cited
  • 2018Are you technologically prepared for mobile shopping?28 cited
  • 2020Impact of store-attributes on food and grocery shopping behavior: insights from an emerging market context25 cited
  • 2022Know your guests’ preferences before they arrive at your hotel: evidence from TripAdvisor18 cited
  • 2019Research note: customer experience management in cruise pre-consumption13 cited
  • 2023The theory-practice research gains from big data: evidence from hospitality loyalty programs12 cited
  • 2023The role of social media content on value co-creation in the food sector: a strategic relationship perspective11 cited