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Journal of Hospitality Marketing & Management Volume 30, 2021 - Issue 6
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Research Article

Social customer relationship management: a customer perspective

Senika Dewnaraina Department of Management & Marketing, Curtin Mauritius Charles Telfair Campus, MauritiusCorrespondence[email protected]
ORCID Iconhttps://orcid.org/0000-0002-1608-6780
ORCID Icon,
Haywantee Ramkissoonb Centre for Contemporary Hospitality and Tourism and Centre for Business Improvement, Derby Business School, UK;c School of Business & Economics, UiT, the Arctic University of Norway, Norway;d College of Business & Economics, Johannesburg Business School, University of Johannesburg, South Africa
&
Felix Mavondoe Department of Marketing, Monash University, Australia,ORCID Iconhttps://orcid.org/0000-0001-9622-1331
ORCID Icon
Pages 673-698 | Published online: 13 Apr 2021

Citations (11)

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Read on this site (4)

Clement Nangpiire, Joaquim Silva & Helena Alves. (2023) Customer Engagement and Co-Creation/destruction: The Role of External Actors That Foster/Hinder Tourist/Hotel Interactive Experience. Journal of African Business 0:0, pages 1-22.
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Senika Dewnarain, Felix Mavondo, Haywantee Ramkissoon & Ahmed Shaalan. (2023) A profile deviation approach to enhancing relationship marketing outcomes. Journal of Hospitality Marketing & Management 0:0, pages 1-20.
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Dan Jin, Robin B. DiPietro, Kawon (Kathy) Kim, Fang Meng & Edwin N. Torries. (2023) Influence of customer value mind-set on affective and behavioral service outcomes: role of the scope and scale of service offerings at various touchpoints. Journal of Hospitality Marketing & Management 32:3, pages 340-362.
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Xing’an Xu, Kaini Xue & Dogan Gursoy. (2022) How does experienced compassion influence community citizenship behaviour? The roles of psychological contracts and regulatory focus. Journal of Sustainable Tourism 0:0, pages 1-18.
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Articles from other publishers (7)

Minnu F. Pynadath, T. M. Rofin & Sam Thomas. (2022) Evolution of customer relationship management to data mining-based customer relationship management: a scientometric analysis. Quality & Quantity 57:4, pages 3241-3272.
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Pratap Chandra Mandal. (2023) Changing Nature of Customer Relationships in Organizations. International Journal of Public Sociology and Sociotherapy 3:1, pages 1-16.
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Rashed Al Karim, Mirza Mohammad Didarul Alam & Maha Khamis Al Balushi. (2023) The nexus between CRM and competitive advantage: the mediating role of customer loyalty. Nankai Business Review International.
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Rodrigo Perez-Vega, Paul Hopkinson, Aishwarya Singhal & Marcello M. Mariani. (2022) From CRM to social CRM: A bibliometric review and research agenda for consumer research. Journal of Business Research 151, pages 1-16.
Crossref
Rinki Verma & Manoj Kumar. 2022. Building a Brand Image Through Electronic Customer Relationship Management. Building a Brand Image Through Electronic Customer Relationship Management 201 236 .
Mohammad Soliman, Samskrati Gulvady & Muna Said Titam Al Shahri. 2022. Social Customer Relationship Management (Social-CRM) in the Era of Web 4.0. Social Customer Relationship Management (Social-CRM) in the Era of Web 4.0 48 75 .
R. C. Li & M. L. Tee. (2021) Developing an Implementation Framework for Automated Customer Support Service in Collaborative Customer Relationship Management Systems. Developing an Implementation Framework for Automated Customer Support Service in Collaborative Customer Relationship Management Systems.

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