مشخصات مقاله | |
ترجمه عنوان مقاله | تحقیقات مدیریت ارتباط با مشتری در صنعت گردشگری: بررسی و طبقه بندی |
عنوان انگلیسی مقاله | Customer relationship management research in hospitality industry: a review and classification |
انتشار | مقاله سال 2019 |
تعداد صفحات مقاله انگلیسی | 27 صفحه |
هزینه | دانلود مقاله انگلیسی رایگان میباشد. |
پایگاه داده | نشریه تیلور و فرانسیس |
مقاله بیس | این مقاله بیس نمیباشد |
نمایه (index) | JCR – Master Journal List – Scopus |
نوع مقاله | ISI |
فرمت مقاله انگلیسی | |
ایمپکت فاکتور(IF) |
4.011 در سال 2018 |
شاخص H_index | 41 در سال 2019 |
شاخص SJR | 1.360 در سال 2018 |
شناسه ISSN | 1936-8623 |
شاخص Quartile (چارک) | Q1 در سال 2018 |
مدل مفهومی | ندارد |
پرسشنامه | ندارد |
متغیر | ندارد |
رفرنس | دارد |
رشته های مرتبط | مدیریت |
گرایش های مرتبط | بازاریابی، مدیریت کسب و کار، مدیریت منابع انسانی |
نوع ارائه مقاله |
ژورنال |
مجله | مجله مدیریت و بازاریابی در گردشگری – Journal of Hospitality Marketing & Management |
دانشگاه | Department of Management Studies, Indian Institute of Technology Delhi, New Delhi, IndiaDepartment of Management Studies, Indian Institute of Technology Delhi, New Delhi, India |
کلمات کلیدی | مدیریت ارتباط با مشتری، بازاریابی رابطه ای، مشتری، گردشگری، بررسی ادبیات، بررسی سیستماتیک |
کلمات کلیدی انگلیسی | Customer relationship management، relationship marketing، customer، hospitality، literature review، systematic review |
شناسه دیجیتال – doi |
https://doi.org/10.1080/19368623.2019.1595255 |
کد محصول | E12549 |
وضعیت ترجمه مقاله | ترجمه آماده این مقاله موجود نمیباشد. میتوانید از طریق دکمه پایین سفارش دهید. |
دانلود رایگان مقاله | دانلود رایگان مقاله انگلیسی |
سفارش ترجمه این مقاله | سفارش ترجمه این مقاله |
فهرست مطالب مقاله: |
ABSTRACT
Introduction Literature review Research methodology Classification and analysis CRM in hospitality and related themes Discussion and future research Limitations References |
بخشی از متن مقاله: |
ABSTRACT This study reviews research articles published in the area of Customer Relationship Management (CRM) in the hospitality industry. The aim of this article is to systematically review the entire hospitality CRM literature to identify topical themes and trends. For this systematic literature review, four databases, namely, Elsevier, Emerald Insight, Sage, and Taylor and Francis were chosen to identify the research work published in the said arena. A total of 136 articles with 9900 citations in 46 journals were chosen from the four databases as they contained the relevant articles. These research papers were reviewed and classified based on their year of publication, journal of publication, databases, topics and key themes that emerged over the years. The gaps and trends were also identified to suggest further scope of research. Introduction The global hospitality industry is on the upward trajectory, with numbers of consumers increasing every year. The flourishing travel and tourism industry is one of the reasons for growth in the hospitality sector. The hospitality industry which is a customer-centric industry relies heavily on customers’ information and therefore Customer Relationship Management (CRM) is implemented worldwide in this sector (Sigala, 2005). A research was carried out by Yoo, Lee, and Bai (2011) on significant trends in the hospitality industry, which states that CRM is one of the most popular research topics for hospitality industry academicians. The research and consultancy organization Gartner (2018) states that $39.5 billion US dollars were spent on CRM software in the year 2017 and the market will grow at 16%. CRM has also been cited among the top five significant technologies in the world (Luftman et al., 2012). |