Knowledge management as a strategy of customer relationship management: A study of tourism industry in Vietnam

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F70883521%3A28120%2F17%3A63517471" target="_blank" >RIV/70883521:28120/17:63517471 - isvavai.cz</a>
Result on the web
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DOI - Digital Object Identifier
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Result language
angličtina
Original language name
Knowledge management as a strategy of customer relationship management: A study of tourism industry in Vietnam
Original language description
This study focuses on understanding the application of knowledge management practices as strategies of customer relationship management by managers in hospitality industry in Vietnam. Thirty in-depth interviews with managers and executives who are involved in tourism-related activities in small and medium enterprises (SMEs) in tourism industry in different destinations in Vietnam facilitated the analysis. The analysis was carried out in the light of grounded theory. The analysis indicated that the use of customer relationship management (CRM) strategies in SMEs in tourism industry is at a moderate level. Yet, the performance of personalities who are involved in CRM activities in their jobs is intervened by knowledge management and dynamic capabilities. Precisely, while knowledge management mediates, dynamic capabilities moderate the relationship between CRM and performance of SMEs in tourism industry in Vietnam. Keywords: Customer relationship management, knowledge management, dynamic capabilities, SMEs, Vietnam.
Czech name
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Czech description
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Publication year
2017
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Name of the periodical
New Trends and Issues Proceedings on Humanities and Social Sciences
ISSN
2547-8818
e-ISSN
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Volume of the periodical
4
Issue of the periodical within the volume
10
Country of publishing house
CY - CYPRUS
Number of pages
10
Pages from-to
13-22
UT code for WoS article
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EID of the result in the Scopus database
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