Factors influencing the implementation of customer relationship management (CRM) strategy in the hotel industry: consumers’ perspective

The paper aims to empirically test the relationship of customers' privacy, business ethics, service efficiency and corporate social responsibility (CSR) towards the implementation of customer relationship management (CRM). A survey method, technique was used in this study with 260 respond...

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Main Authors:	MD. Ashraful Azam, khan, Rahman, Muhammad Sabbir
Format:	Article
Language:	English
Published:	The International Journal Research Publication's 2014
Subjects:	HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products
Online Access:	http://irep.iium.edu.my/38975/ http://irep.iium.edu.my/38975/ http://irep.iium.edu.my/38975/1/3403-9623-1-PB.pdf

id	iium-38975
recordtype	eprints
spelling	iium-389752018-06-11T01:57:17Z http://irep.iium.edu.my/38975/ Factors influencing the implementation of customer relationship management (CRM) strategy in the hotel industry: consumers’ perspective MD. Ashraful Azam, khan Rahman, Muhammad Sabbir HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products The paper aims to empirically test the relationship of customers' privacy, business ethics, service efficiency and corporate social responsibility (CSR) towards the implementation of customer relationship management (CRM). A survey method, technique was used in this study with 260 respondents from different tourist destinations in Malaysia. To test the hypotheses, this research applied multiple regression technique. Business ethics were found to have the most important influence on the implementation of CRM in hotel industry followed by privacy, service efficiency and CSR. This research agreed that managers in hotel industries should tailor the implementation of a CRM strategy by concerning more on the practice of business ethics in their service performance. The International Journal Research Publication's 2014-11-01 Article PeerReviewed application/pdf en http://irep.iium.edu.my/38975/1/3403-9623-1-PB.pdf MD. Ashraful Azam, khan and Rahman, Muhammad Sabbir (2014) Factors influencing the implementation of customer relationship management (CRM) strategy in the hotel industry: consumers’ perspective. Research Journal of Commerce & Behavioural Science, 4 (1). pp. 1-7. ISSN 2251-1547 http://www.theinternationaljournal.org/ojs/index.php?journal=rjcbs&page=article&op=view&path%5B%5D=3403&path%5B%5D=pdf
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English
topic	HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products
spellingShingle	HF Commerce HF5001 Business. Business Administration HF5410 Marketing. Distribution of products MD. Ashraful Azam, khan Rahman, Muhammad Sabbir Factors influencing the implementation of customer relationship management (CRM) strategy in the hotel industry: consumers’ perspective
description	The paper aims to empirically test the relationship of customers' privacy, business ethics, service efficiency and corporate social responsibility (CSR) towards the implementation of customer relationship management (CRM). A survey method, technique was used in this study with 260 respondents from different tourist destinations in Malaysia. To test the hypotheses, this research applied multiple regression technique. Business ethics were found to have the most important influence on the implementation of CRM in hotel industry followed by privacy, service efficiency and CSR. This research agreed that managers in hotel industries should tailor the implementation of a CRM strategy by concerning more on the practice of business ethics in their service performance.
format	Article
author	MD. Ashraful Azam, khan Rahman, Muhammad Sabbir
author_facet	MD. Ashraful Azam, khan Rahman, Muhammad Sabbir
author_sort	MD. Ashraful Azam, khan
title	Factors influencing the implementation of customer relationship management (CRM) strategy in the hotel industry: consumers’ perspective
title_short	Factors influencing the implementation of customer relationship management (CRM) strategy in the hotel industry: consumers’ perspective
title_full	Factors influencing the implementation of customer relationship management (CRM) strategy in the hotel industry: consumers’ perspective
title_fullStr	Factors influencing the implementation of customer relationship management (CRM) strategy in the hotel industry: consumers’ perspective
title_full_unstemmed	Factors influencing the implementation of customer relationship management (CRM) strategy in the hotel industry: consumers’ perspective
title_sort	factors influencing the implementation of customer relationship management (crm) strategy in the hotel industry: consumers’ perspective
publisher	The International Journal Research Publication's
publishDate	2014
url	http://irep.iium.edu.my/38975/ http://irep.iium.edu.my/38975/ http://irep.iium.edu.my/38975/1/3403-9623-1-PB.pdf
first_indexed	2023-09-18T20:56:00Z
last_indexed	2023-09-18T20:56:00Z
_version_	1777410307647340544

Factors influencing the implementation of customer relationship management (CRM) strategy in the hotel industry: consumers’ perspective

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