Advanced search
Publication Cover
Journal of Travel & Tourism Marketing Volume 34, 2017 - Issue 1
Submit an article Journal homepage
9,418
Views
87
CrossRef citations to date
0
Altmetric
Original Articles

Impact of Customer Relationship Management on Customer Satisfaction: The Case of a Budget Hotel Chain

Roya RahimiCorrespondence[email protected]
View further author information
&
Metin KozakView further author information
Pages 40-51 | Received 08 Apr 2015, Accepted 07 Dec 2015, Published online: 28 Jan 2016

Citations (87)

Keep up to date with the latest research on this topic with citation updates for this article.

Subscribe to citation updates

Read on this site (17)

Imane Ezzaouia & Jacques Bulchand-Gidumal. (2023) The impact of information technology adoption on hotel performance: Evidence from a developing country. Journal of Quality Assurance in Hospitality & Tourism 24:5, pages 688-710.
Read now
Yishu Liu & Zhong Chen. (2023) A new model to evaluate the success of electronic customer relationship management systems in industrial marketing: the mediating role of customer feedback management. Total Quality Management & Business Excellence 34:5-6, pages 515-537.
Read now
Nimit Soonsan. (2022) Examining Antecedents on Chinese Customer Loyalty in the Boutique Hotel Business. Journal of Quality Assurance in Hospitality & Tourism 23:6, pages 1430-1450.
Read now
Chun-Fang Chiang & Ching-Wen Huang. (2022) Online Reviews on Online Travel Agency: Understanding Tourists’ Perceived Attributes of Taipei’s Economy Hotels. Journal of Quality Assurance in Hospitality & Tourism 23:4, pages 945-959.
Read now
Shakti Bodh Bhatnagar. (2022) Why Are Some Customers More Loyal Than Others? The Impact of Positive Psychological Capital on Loyalty, Satisfaction, and Trust. Journal of Promotion Management 28:5, pages 584-624.
Read now
Haiyan Kong, Fevzi Okumus, Roya Rahimi, Naipeng Bu & Zihan Yin. (2022) Can Cruise Services Satisfy Chinese Outbound Travelers? An Importance–Performance Analysis. Journal of China Tourism Research 18:3, pages 533-548.
Read now
Tung-Hsiang Chou. (2021) Factors influencing the development of innovative business model in the IT industry. Technology Analysis & Strategic Management 33:6, pages 625-637.
Read now
Shalini Srivastava & Nidhi Singh. (2021) Do Corporate Social Responsibility (CSR) initiatives boost customer retention in the hotel industry? A moderation-mediation approach. Journal of Hospitality Marketing & Management 30:4, pages 459-485.
Read now
Jiaqi Luo, Songshan (Sam) Huang & Renwu Wang. (2021) A fine-grained sentiment analysis of online guest reviews of economy hotels in China. Journal of Hospitality Marketing & Management 30:1, pages 71-95.
Read now
Sheshadri Chatterjee, Soumya Ghosh & Ranjan Chaudhuri. (2020) Adoption of Ubiquitous Customer Relationship Management (uCRM) in Enterprise: Leadership Support and Technological Competence as Moderators. Journal of Relationship Marketing 19:2, pages 75-92.
Read now
Shikha Sota, Harish Chaudhry & Manish Kumar Srivastava. (2020) Customer relationship management research in hospitality industry: a review and classification. Journal of Hospitality Marketing & Management 29:1, pages 39-64.
Read now
Magdalena Petronella (Nellie) Swart & Gerhard Roodt. (2020) Mapping the constructs of a business tourist service quality scorecard model. Journal of Convention & Event Tourism 21:1, pages 26-56.
Read now
Young Hoon Kim, Nelson Barber & Dae-Kwan Kim. (2019) Sustainability research in the hotel industry: Past, present, and future. Journal of Hospitality Marketing & Management 28:5, pages 576-620.
Read now
Roya Rahimi, Yılmaz Akgunduz, Mehmet Ali Koseoglu & Fevzi Okumus. (2018) Mobility Patterns of Asian Students: The Case of Tourism and Hospitality Management Students in the United Kingdom. Journal of Hospitality & Tourism Education 30:2, pages 85-94.
Read now
Faten N. Jaber & Lyndon Simkin. (2017) Understanding customer relationship management (CRM) adoption in an Arab Middle Eastern context. Behaviour & Information Technology 36:10, pages 1020-1036.
Read now
Roya Rahimi. (2017) Organizational Culture and Customer Relationship Management: A Simple Linear Regression Analysis. Journal of Hospitality Marketing & Management 26:4, pages 443-449.
Read now
Roya Rahimi & Yilmaz Akgunduz. (2017) Driving force analysis of East European students to study tourism and hospitality in the U.K.. Anatolia 28:2, pages 224-238.
Read now

Articles from other publishers (70)

Dian Septiana Sari. (2023) The Influence of Service Quality on Customer Satisfaction In SMEs – In Samosir. International Journal of Management, Economic and Accounting 1:2, pages 191-207.
Crossref
Karto Adiwijaya & N. Nurmala. (2023) Experiential marketing in the budget hotel: do Gen Y and Gen Z change the game?. Consumer Behavior in Tourism and Hospitality 18:4, pages 467-482.
Crossref
Hakan Ayhan Dagistanli & Özden Üstün. (2023) An integrated Multi-Criteria Decision Making and Multi-Choice Conic Goal Programming approach for customer evaluation and manager assignment. Decision Analytics Journal 8, pages 100270.
Crossref
Zhihao Ji. (2023) Marketing strategy, customer satisfaction and business performance of one automobile manufacturer in China: Basis for customer loyalty framework. International Journal of Research Studies in Management 11:8.
Crossref
Abdul Hafaz Ngah, Ramayah Thurasamy & Heesup Han. (2023) If you don't care, I will switch: online retailers' behaviour on third-party logistics services. International Journal of Physical Distribution & Logistics Management 53:7/8, pages 813-837.
Crossref
Subburaj Alagarsamy, Sangeeta MehroliaRekha Hitha Aranha. (2020) The Mediating Effect of Employee Engagement: How Employee Psychological Empowerment Impacts the Employee Satisfaction? A Study of Maldivian Tourism Sector. Global Business Review 24:4, pages 768-786.
Crossref
Smitha Girija, Devika Rani Sharma & Vaishali Kaushal. (2022) Exploring dimensions of the customer experience at budget hotels during the COVID-19 pandemic: a netnography approach. Qualitative Market Research: An International Journal 26:4, pages 320-344.
Crossref
Afnan Shajrawi & Faisal Aburub. (2022) Impact of ERP usage on service differentiation: role of mediating effect of organizational agility. Arab Gulf Journal of Scientific Research 41:3, pages 359-375.
Crossref
Lars Meyer-Waarden & William Sabadie. (2023) Relationship quality matters: How restaurant businesses can optimize complaint management. Tourism Management 96, pages 104709.
Crossref
Brian Hay. (2021) Reflections on the future visions of UK tourism outlined in Burkart and Medlik's 1974 book: tourism: past, present, and future. Journal of Tourism Futures 9:2, pages 285-299.
Crossref
Denise Jackson & Christina Allen. (2023) Technology adoption in accounting: the role of staff perceptions and organisational context. Journal of Accounting & Organizational Change.
Crossref
Eric Gonu, Johnson Okeniyi & Gloria Kakrabah-Quarshie Agyapong. (2023) Customer relationship management practices and organisational performance of commercial banks in Ghana: a mediation analysis. Journal of Financial Services Marketing.
Crossref
Kai Ding, Wei Chong Choo, Keng Yap Ng & Qing Zhang. (2023) Exploring changes in guest preferences for Airbnb accommodation with different levels of sharing and prices: Using structural topic model. Frontiers in Psychology 14.
Crossref
Mark Anthony Camilleri & Metin Kozak. (2022) Utilitarian motivations to engage with travel websites: an interactive technology adoption model. Journal of Services Marketing 37:1, pages 96-109.
Crossref
Zhiyong Li, Mang Long, Songshan (Sam) Huang, Zhaohan Duan, Yingli Hu & Rui Cui. (2022) Effects of inertia and switching costs on customer retention: a study of budget hotels in China. International Journal of Contemporary Hospitality Management 35:3, pages 1030-1050.
Crossref
Helen M. Dah, Robert J. Blomme, Arie Kil & Ben Q. Honyenuga. 2023. Advances in Hospitality and Leisure. Advances in Hospitality and Leisure 113 135 .
Mohammed Abusharbeh. (2023) The influence of knowledge creation process on customer relations management: evidence from Palestinian commercial banks. EuroMed Journal of Business.
Crossref
Bipasha Sukrana, Tanzina Haque & Farjana Islam Jui. (2023) Factors Affecting Bangladeshi Travelers’ Selection of Hotels. International Journal of Science and Business 25:1, pages 124-138.
Crossref
Kim-Shyan Fam, Boon Liat Cheng, Tat-Huei Cham, Mandy Tan Chia Yi & Hiram Ting. (2021) The Role of Cultural Differences in Customer Retention: Evidence from the High-Contact Service Industry. Journal of Hospitality & Tourism Research 47:1, pages 257-288.
Crossref
Ahmad Rafiki, Muhammad Dharma Tuah Putra Nasution & Yossie Rossanty. 2023. From Industry 4.0 to Industry 5.0. From Industry 4.0 to Industry 5.0 527 535 .
Sagar Bhatt, Rakesh Dani, Deepanshu Girsa, Rashmi Kuksal, Kapil Joshi & Ashulekha Gupta. (2022) Uses of Social Media and Computer Technologies for Guest Satisfaction and Recommendation Analysis using Machine Learning In Hotels Industries. Uses of Social Media and Computer Technologies for Guest Satisfaction and Recommendation Analysis using Machine Learning In Hotels Industries.
Kitti Koonsanit, Daiki Hiruma, Vibol Yem & Nobuyuki Nishiuchi. (2022) Using Random Ordering in User Experience Testing to Predict Final User Satisfaction. Informatics 9:4, pages 85.
Crossref
Daniela de Moura Pavão Farias, Marilia Nunes Valença, Marcos Felipe Falcão Sobral & Ana Regina Bezerra Ribeiro. (2022) Hostelquality: A methodology for assessing the quality of hostels. Tourism and Hospitality Research, pages 146735842211336.
Crossref
Xue Yang & Miao Tian. (2022) To see and then to believe: how image affect tenant decision-making and satisfaction on short-term rental platform. Electronic Commerce Research.
Crossref
Fu Chieh Hsu, Elizabeth Agyeiwaah, Jing Liu & Noel Scott. (2022) Social justice or social stigma? Hotel customers’ perception on branded hotel used as quarantine facility. Journal of Hospitality & Tourism Research, pages 109634802211271.
Crossref
Amanda Belarmino, Yoon Koh & Hyejo Hailey Shin. (2022) Blurred lines: comparing room rates, star-ratings, and user-generated contents for full-service and select-service hotels. Service Business 16:3, pages 721-742.
Crossref
Roya Rahimi, Mike Thelwall, Fevzi Okumus & Anil Bilgihan. (2022) Know your guests’ preferences before they arrive at your hotel: evidence from TripAdvisor. Consumer Behavior in Tourism and Hospitality 17:1, pages 89-106.
Crossref
Peijin Cong, Guo Xu, Junlong Zhou, Mingsong Chen, Tongquan Wei & Meikang Qiu. (2022) Personality- and Value-Aware Scheduling of User Requests in Cloud for Profit Maximization. IEEE Transactions on Cloud Computing 10:3, pages 1991-2004.
Crossref
Tuyet-Mai Nguyen & Ashish Malik. (2021) Impact of knowledge sharing on employees' service quality: the moderating role of artificial intelligence. International Marketing Review 39:3, pages 482-508.
Crossref
Jalal Rajeh Hanaysha & Mohammed Emad Al-Shaikh. (2022) An examination of customer relationship management dimensions and employee-based brand equity: A study on ride-hailing industry in Saudi Arabia. Research in Transportation Business & Management 43, pages 100719.
Crossref
G. Rejikumar, Asokan-Ajitha Aswathy, Ajay Jose & Mathew Sonia. (2021) A collaborative application of design thinking and Taguchi approach in restaurant service design for food wellbeing. Journal of Service Theory and Practice 32:2, pages 199-231.
Crossref
Maria Inês Magalhães Rodrigues, Manuel José Serra da Fonseca & Jorge Esparteiro Garcia. 2022. Navigating Digital Communication and Challenges for Organizations. Navigating Digital Communication and Challenges for Organizations 223 244 .
İsmail Çalık. 2022. Optimizing Digital Solutions for Hyper-Personalization in Tourism and Hospitality. Optimizing Digital Solutions for Hyper-Personalization in Tourism and Hospitality 190 213 .
Gita Indah Marthasari, Evi Dwi Wahyuni, Briansyah Setyo Wiyono & Adinda Jelfani. A usability evaluation model of reddoorz and Oyo Rooms mobile applications based on people at the center of mobile application development (PACMAD). A usability evaluation model of reddoorz and Oyo Rooms mobile applications based on people at the center of mobile application development (PACMAD).
Sunny Sun, Rob Law, Markus Schuckert & Sunghyup Sean Hyun. (2021) Impacts of mobile payment‐related attributes on consumers' repurchase intention. International Journal of Tourism Research 24:1, pages 44-57.
Crossref
Xu Lian & Taewan Kim. (2021) 보험 판매원과 함께 하는 무료 여행 보상이 보험상품 추가 구매에 미치는 영향: 중국 보험 산업을 중심으로. Journal of Channel and Retailing 26:4, pages 1-22.
Crossref
Kitti Koonsanit & Nobuyuki Nishiuchi. (2021) Predicting Final User Satisfaction Using Momentary UX Data and Machine Learning Techniques. Journal of Theoretical and Applied Electronic Commerce Research 16:7, pages 3136-3156.
Crossref
Muneer M. Abbad, Ibrahim Hussien Musa Magboul, Faten Jaber & Wasfi Alrawabdeh. (2021) User Antecedents, CRM Implementation, and Impact on Customer Outcomes in the Jordanian Service Industry. International Journal of Customer Relationship Marketing and Management 13:1, pages 1-24.
Crossref
Jin-Soo Lee, Jungkeun Kim, Jinsoo Hwang & Yuanyuan (Gina) Cui. (2021) Does love become hate or forgiveness after a double deviation? The case of hotel loyalty program members. Tourism Management 84, pages 104279.
Crossref
Francisco Peco-Torres, Ana Isabel Polo-Peña & Dolores María Frías-Jamilena. (2021) Revenue management and CRM via online media: The effect of their simultaneous implementation on hospitality firm performance. Journal of Hospitality and Tourism Management 47, pages 46-57.
Crossref
Jiseon Ahn & Jookyung Kwon. (2021) Examining the relative influence of multidimensional customer service relationships in the food delivery application context. International Journal of Contemporary Hospitality Management 33:3, pages 912-928.
Crossref
Sheshadri Chatterjee, Ranjan Chaudhuri, Demetris Vrontis, Alkis Thrassou, Soumya Kanti Ghosh & Sumana Chaudhuri. (2020) Social customer relationship management factors and business benefits. International Journal of Organizational Analysis 29:1, pages 35-58.
Crossref
Dongjun Rew, Joo Jung & Steve Lovett. (2020) Examining the relationships between innovation, quality, productivity, and customer satisfaction in pure service companies. The TQM Journal 33:1, pages 57-70.
Crossref
Sung Tae Kim, Hong-Hee Lee & Taewon Hwang. (2020) Logistics integration in the supply chain: a resource dependence theory perspective. International Journal of Quality Innovation 6:1.
Crossref
Robin Nunkoo, Viraiyan Teeroovengadum, Christian M. Ringle & Vivek Sunnassee. (2020) Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management 91, pages 102414.
Crossref
Sérgio Moro, Rui J. Lopes, Joaquim Esmerado & Miguel Botelho. (2020) Service quality in airport hotel chains through the lens of online reviewers. Journal of Retailing and Consumer Services 56, pages 102193.
Crossref
Saeed Abdolhossein Zadeh & Ali Azadeh. (2019) Customer‐Relationship Management: Performance Assessment and Improvement by an Intelligent Algorithm. Performance Improvement Quarterly 33:2, pages 119-152.
Crossref
Maraj Rahman Sofi, Irfan Bashir, Mohammad Ashraf Parry & Altaf Dar. (2020) The effect of customer relationship management (CRM) dimensions on hotel customer’s satisfaction in Kashmir. International Journal of Tourism Cities 6:3, pages 601-620.
Crossref
Oyepeju Oyekola & Lai Xu. (2020) Selecting SaaS CRM Solution for SMEs. Selecting SaaS CRM Solution for SMEs.
Wafa Belkahla Hakimi & Amira Mehdi. (2020) Testing the Impact of Social CRM on Firm Performance. International Journal of Customer Relationship Marketing and Management 11:2, pages 71-85.
Crossref
Ronald Ochieng Ojino. (2020) Towards an ontology for personalized hotel room recommendation. Towards an ontology for personalized hotel room recommendation.
Abid Ullah, Shahid Iqbal & S.M. Riad Shams. (2020) Impact of CRM adoption on organizational performance. Competitiveness Review: An International Business Journal 30:1, pages 59-77.
Crossref
Serhat Yüksel & Gülcan Ergül. 2020. Handbook of Research on Decision-Making Techniques in Financial Marketing. Handbook of Research on Decision-Making Techniques in Financial Marketing 287 316 .
Geeta Sachdeva. 2020. Strategies and Tools for Managing Connected Consumers. Strategies and Tools for Managing Connected Consumers 232 251 .
Narges Nazari, Azmawani Abd Rahman, Yuhanis Binti Ab Aziz & Haslinda Hashim. (2020) The effect of customer satisfaction on the performance of the small an medium-sized hotels. Tourism and hospitality management 26:1, pages 69-96.
Crossref
Soey Sut Ieng Lei, Juan L. Nicolau & Dan Wang. (2019) The impact of distribution channels on budget hotel performance. International Journal of Hospitality Management 81, pages 141-149.
Crossref
Muhittin Cavusoglu. (2019) An analysis of technology applications in the restaurant industry. Journal of Hospitality and Tourism Technology 10:1, pages 45-72.
Crossref
Yuksel Ozturk, Rana Allahyari San, Fevzi Okumus & Roya Rahimi. (2017) Travel motivations of Iranian tourists to Turkey and their satisfaction level with all-inclusive package tours. Journal of Vacation Marketing 25:1, pages 25-36.
Crossref
Angela Siew Hoong Lee, Ka Leong Daniel Chong & Nicholas Chan Khin Whai. 2019. Information Science and Applications 2018. Information Science and Applications 2018 337 349 .
Hina Amin & Abdullah Khan. 2019. Data Science and Digital Business. Data Science and Digital Business 147 156 .
Zeynab Soltani, Batool Zareie, Farnaz Sharifi Milani & Nima Jafari Navimipour. (2018) The impact of the customer relationship management on the organization performance. The Journal of High Technology Management Research 29:2, pages 237-246.
Crossref
. 2018. Quality Services and Experiences in Hospitality and Tourism. Quality Services and Experiences in Hospitality and Tourism 249 306 .
Femi Emmanuel Ayo. (2018) A two-phase multiobjective optimization for benchmarking and evaluating service quality in banks. International Journal of Intelligent Computing and Cybernetics 11:4, pages 446-470.
Crossref
Murat BAYRAM. (2018) Otel Konuk Memnuniyetini Etkileyen Unsurlar. Seyahat ve Otel İşletmeciliği Dergisi 15:2, pages 352-369.
Crossref
Riza Casidy, Walter Wymer & Aron O'Cass. (2018) Enhancing hotel brand performance through fostering brand relationship orientation in the minds of consumers. Tourism Management 66, pages 72-84.
Crossref
Rob Law, Davis Ka Chio Fong, Irene Cheng Chu Chan & Lawrence Hoc Nang Fong. (2018) Systematic review of hospitality CRM research. International Journal of Contemporary Hospitality Management 30:3, pages 1686-1704.
Crossref
Sumesh Singh Dadwal. 2018. Digital Marketing and Consumer Engagement. Digital Marketing and Consumer Engagement 884 907 .
Roya Rahimi. (2017) Customer relationship management (people, process and technology) and organisational culture in hotels. International Journal of Contemporary Hospitality Management 29:5, pages 1380-1402.
Crossref
S. Fatemeh Mostafavi Shirazi. 2017. Promotional Strategies and New Service Opportunities in Emerging Economies. Promotional Strategies and New Service Opportunities in Emerging Economies 294 313 .
Sumesh Singh Dadwal. 2017. Promotional Strategies and New Service Opportunities in Emerging Economies. Promotional Strategies and New Service Opportunities in Emerging Economies 1 31 .

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Order Reprints Request Corporate Permissions

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

Request Academic Permissions

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.

Related research

People also read lists articles that other readers of this article have read.

Recommended articles lists articles that we recommend and is powered by our AI driven recommendation engine.

Cited by lists all citing articles based on Crossref citations.
Articles with the Crossref icon will open in a new tab.