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

被引：49
作者：
Josiassen, Alexander [1 ,2 ]
Assaf, A. George [3 ]
Cvelbar, Ljubica Knezevic [4 ]
机构：
[1] Copenhagen Business Sch, Copenhagen, Denmark
[2] RMIT Univ, Sch Econ Finance & Mkt, Melbourne, Vic, Australia
[3] Univ Massachusetts Amherst, Isenberg Sch Management, Dept Hospitality & Tourism Management, Amherst, MA 01003 USA
[4] Univ Ljubljana FELU, Fac Econ, Ljubljana, Slovenia
来源：
INTERNATIONAL JOURNAL OF HOSPITALITY MANAGEMENT | 2014年 / 36卷
关键词：
CRM dimensions; Performance; Hotel; Slovenia; CUSTOMER RELATIONSHIP MANAGEMENT; HOTEL MANAGERIAL EFFICIENCY; DATA ENVELOPMENT ANALYSIS; IMPACT; IMPLEMENTATION; ACQUISITION; RETENTION;
D O I：
10.1016/j.ijhm.2013.08.005
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Successful firms often endeavour to assure competitive advantages through the relationships with their customers. Consequently, customer relationship management (CRM) has become of pivotal importance to many firms. This study investigates the effect of each CRM dimension on the performance of hotels. We found that in general hotels should aim to improve CRM capabilities because it has a positive effect on firm performance. Contrary to some previous assumptions, CRM investments did not result in positive performance. These findings are important as hotels strive to allocate resources to improve relationships with customers. (C) 2013 Elsevier Ltd. All rights reserved.
引用
收藏
页码：130 / 136
页数：7
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