Customer relationship management and hotel performance: the mediating influence of marketing capabilities—evidence from the Malaysian hotel industry
The aim of this study is to assess the influence of customer relationship management (CRM) on marketing capabilities (planning and implementation) and organizational performance, through an analysis of the hotel industry in Malaysia.The study uses partial least squares to examine the mediating influ...
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| Main Authors: | , , |
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| Format: | Article |
| Published: |
Springer International Publishing AG
2017
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| Subjects: | |
| Online Access: | http://repo.uum.edu.my/21832/ http://doi.org/10.1007/s40558-017-0085-4 |
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