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...
Saved in:
Main Authors: | Mohammed, Abdul Alem, Rashid, Basri, Tahir, Shaharuddin |
---|---|
Format: | Article |
Published: |
Springer International Publishing AG
2017
|
Subjects: | |
Online Access: | http://repo.uum.edu.my/21832/ http://doi.org/10.1007/s40558-017-0085-4 |
Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
Similar Items
-
The mediating influence of marketing capabilities on the relationship between knowledge management and organization performance in hotel industry
by: Mohammed, Abdul Alem, et al.
Published: (2014) -
Investigating the Mediating Effect of Customer Orientation Strategy on the Relationship between CRM Technology and Hotel Performance: The Case of Hotels in Malaysia
by: Mohammed, Abdulalem, et al.
Published: (2017) -
Customer relationship management (CRM) technology and organization performance: Is marketing capability a missing link? An empirical study in the Malaysian hotel industry
by: Mohammed, Abdul Alem, et al.
Published: (2014) -
The influence in CRM dimensions on marketing capabilities in hotel industry
by: Mohammed, Abdulalem, et al.
Published: (2016) -
A conceptual model of corporate social responsibility dimensions, brand image, and customer satisfaction in Malaysian hotel industry
by: Mohammed, Abdulalem, et al.
Published: (2018)