Purpose – The purpose of this paper is to identify and test technology-related critical success factors (CSFs) and its impact on trust and customer satisfaction. Design/methodology/approach – This paper analyses the causal relationship that exists between technology CSFs and customer...

Purpose – The purpose of this study is to identify the characteristics of a blue ocean strategy (BOS) in selected hotels in Taiwan. Design/methodology/approach – Semi‐structured interviews and the grounded theory approach were applied in this study. A total of 32 senior and top managers...

Purpose – The purpose of this study is to explore polygamous program loyalty in hotel loyalty programs and the relationship between members’ behavioral loyalty and their perceptions of the program effectiveness. Design/methodology/approach – Descriptive statistics, discriminant analysis,...

Purpose The purpose of this study is to examine the impact of four organisational cultural traits of adaptability, consistency, involvement and mission on the three components of customer relationship management (CRM), namely, people, process and technology, in the context of the hotel industry....

Purpose The study aims to investigate the effect of four customer relationship management (CRM) dimensions, namely, customer orientation, customer relationship management organization, managing knowledge and CRM based technology, on customer satisfaction in the hospitality sector of Kashmir....

Purpose – Customer relationship management (CRM) projects have a low success rate, which can be solved by better measurement of CRM process. The purpose of this paper is to define the CRM processes within a company and propose a tool for CRM measurement. Design/methodology/approach – An...

Purpose – This paper aims to provide a framework for evaluating the impact of implementing customer relationship management (CRM) based on the balanced scorecard (BSC). The outcomes illustrate the gaps between the present conditions of CRM implementation in a specific organization, which leads...

Purpose – The purpose of this paper is to reveal the core determinants and adoption patterns of the major enterprise information systems. Design/methodology/approach – This study incorporated the core representative and meaningful explanatory variables in the major previous literatures and...

Purpose – The purpose of this paper is to propose and test a unified framework of the causal relationships among six aspects of customer capital: customer targeting, ability to identify customers' needs, customer service capability, construction and management of a customer information system,...

Electronic customer relationship management is as one of the most important variables in achieving the bank to strategic goals in the medium and long term timeframe and it would be guarantee due to investments of financial institutions in use the more electronic environment, growth and...