CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN SMALL AND MEDIUM TOURISM ENTERPRISES: A DYNAMIC CAPABILITIES PERSPECTIVE

Kód výsledku v IS VaVaI

<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F70883521%3A28120%2F18%3A63518896" target="_blank" >RIV/70883521:28120/18:63518896 - isvavai.cz</a>

Výsledek na webu

<a href="http://dx.doi.org/10.20867/thm.24.1.11" target="_blank" >http://dx.doi.org/10.20867/thm.24.1.11</a>

DOI - Digital Object Identifier

<a href="http://dx.doi.org/10.20867/thm.24.1.11" target="_blank" >10.20867/thm.24.1.11</a>

Jazyk výsledku

angličtina

Název v původním jazyce

CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN SMALL AND MEDIUM TOURISM ENTERPRISES: A DYNAMIC CAPABILITIES PERSPECTIVE

Popis výsledku v původním jazyce

Purpose – The objective of this study is to develop an integrated framework incorporating Customer Relationship Management (CRM) and Dynamic capabilities (DC) together for Tourism Small and Medium Enterprises (SMEs). Design – We reconcile theories from strategic management and marketing literatures to form an unifying framework of sources of performance differentials as the theoretical background. Successful factors for the framework including specific CRM processes, two different approaches in DC and specific business processes are defined. Methodology – The framework is tested on data collected from 111 SMEs in tourism industry in Vietnam using Partial Least Square Structural Equation Modeling (PLS-SEM). Approach – This study approaches CRM processes at the customer facing level and attempts to discover its effects to performance at firm-level analysis. Findings – The results show that the interrelationships suggested by the framework are supported. Especially, the mechanisms of how CRM processes can influence the customer value and financial performance are explored. Originality of the research - The different effects of different DC approaches also suggested useful insights how to develop use them for tourism SMEs. There also has been an emerging urgency for the framework in the practice given the fact that there hasn’t been any of it in previous researches yet.

Název v anglickém jazyce

CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN SMALL AND MEDIUM TOURISM ENTERPRISES: A DYNAMIC CAPABILITIES PERSPECTIVE

Popis výsledku anglicky

Purpose – The objective of this study is to develop an integrated framework incorporating Customer Relationship Management (CRM) and Dynamic capabilities (DC) together for Tourism Small and Medium Enterprises (SMEs). Design – We reconcile theories from strategic management and marketing literatures to form an unifying framework of sources of performance differentials as the theoretical background. Successful factors for the framework including specific CRM processes, two different approaches in DC and specific business processes are defined. Methodology – The framework is tested on data collected from 111 SMEs in tourism industry in Vietnam using Partial Least Square Structural Equation Modeling (PLS-SEM). Approach – This study approaches CRM processes at the customer facing level and attempts to discover its effects to performance at firm-level analysis. Findings – The results show that the interrelationships suggested by the framework are supported. Especially, the mechanisms of how CRM processes can influence the customer value and financial performance are explored. Originality of the research - The different effects of different DC approaches also suggested useful insights how to develop use them for tourism SMEs. There also has been an emerging urgency for the framework in the practice given the fact that there hasn’t been any of it in previous researches yet.

Druh

J_SC - Článek v periodiku v databázi SCOPUS

CEP obor

—

OECD FORD obor

50206 - Finance

Projekt

—

Návaznosti

V - Vyzkumna aktivita podporovana z jinych verejnych zdroju

Rok uplatnění

2018

Kód důvěrnosti údajů

S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

Název periodika

Tourism and Hospitality Management

ISSN

1330-7533

e-ISSN

—

Svazek periodika

24

Číslo periodika v rámci svazku

1

Stát vydavatele periodika

HR - Chorvatská republika

Počet stran výsledku

24

Strana od-do

63-86

Kód UT WoS článku

000436107500004

EID výsledku v databázi Scopus

2-s2.0-85048214138