State-of-the-art social customer relationship management

ABSTRACT

The rise of social media challenges the traditional notion of customer relationship management (CRM) and has led to the emergence of social CRM. This study collected and content-analyzed recent literature along the intersection between social media and CRM, to present an overview of the social CRM research in tourism and hospitality. Findings indicate that most studies focus on the context of hotel and restaurant. These studies lack a solid theoretical underpinning and tend to adopt qualitative research methods. Five research themes are identified from supply-focused research, while two themes are observed from demand-focused research. Overall, uneven attention has been paid by researchers in the field, with more emphasis on supply than on demand sides. According to the findings of the literature review, a conceptual framework and a research agenda are presented. Theoretical and practical implications to the tourism and hospitality industry are also discussed.

KEYWORDS:

• Social CRM
• customer relationship management
• CRM
• social media
• review
• state-of-the-art

Disclosure statement

No potential conflict of interest was reported by the authors.

Additional information

Funding

This research is partly supported by a grant funded by the Hong Kong Polytechnic University.