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ABSTRACT
To date, Critical Success Factors (CSFs) for implementing Customer Relationship Management (CRM) have not been systematically investigated. Existing studies have derived their CSFs from different perspectives. However, it lacks scientifically developed and tested constructs that represent an integrative CRM philosophy. Through a detailed analysis of the literature, as well as adding new factors, this research identifies eight constructs for integrated CRM implementation in developing economies. The proposed CSFs are tested and validated through a sample of 162 Egyptian tourism organizations that utilize CRM systems, using Amos 19. The overall results from the empirical assessment were positive, reflecting the appropriateness of the proposed CSFs. This study is one of very few studies to provide an integrative perspective of CSFs for implementing CRM in the tourism sector and developing economies; it adds to the extremely limited number of empirical studies that have been conducted to investigate CRM implementation in developing countries.
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Notes on contributors
Riyad Eid
Dr Riyad Eid is Associate Professor of Marketing at the College of Business and Economics, United Arab Emirates University, UAE, and with the Faculty of Commerce, Tanta University, Egypt. He is the Editor-in-Chief of International Journal of Customer Relationship Marketing and Management (E-mail: [email protected]).
Hatem El-Gohary
Dr Hatem El-Gohary is a Reader in Marketing at Birmingham City University Business School, City North Campus, Birmingham, West Midlands, B42 2SU, UK (E-mail: [email protected]; [email protected]), and is also with the Faculty of Commerce, Cairo University, Egypt. He is the Editor-in-Chief of International Journal of Online Marketing (IJOM).