Customer relationship management research in hospitality industry: a review and classification

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.

本研究回顾了酒店业客户关系管理（CRM）领域发表的研究文章.本文的目的是系统地回顾整个酒店CRM文献，以确定主题和趋势.在这篇系统的文献综述中，选择了四个数据库，即Elsevier、Emerald,Insight、Sage和Taylor和Francis，来确定在上述领域发表的研究工作.从四个数据库中选择了136篇文章，其中46篇期刊引用9900篇，因为它们包含了相关的文章.这些研究论文是根据其出版年份、出版杂志、数据库、主题和多年来出现的关键主题进行审查和分类的.还发现了差距和趋势，以建议进一步的研究范围.

KEYWORDS:

• Customer relationship management
• relationship marketing
• customer
• hospitality
• literature review
• systematic review