Law, Rob; Fong, Davis Ka Chio; Chan, Irene Cheng Chu; … - In: International Journal of Contemporary Hospitality Management 30 (2018) 3, pp. 1686-1704
Purpose: This paper aims to comprehensively and systematically review the state of customer relationship management (CRM) research on hospitality and propose future research agenda. Design/methodology/approach: All hospitality-related CRM articles since its introduction as a concept in 1988...