References
- Abubakar, B., & Mavondo, F. (2014). Tourism destinations: Antecedents to customer satisfaction and positive word-of-mouth. Journal of Hospitality Marketing & Management, 23(8), 833–864. https://doi.org/10.1080/19368623.2013.796865
- Ahani, A., Rahim, N. Z. A., & Nilashi, M. (2017). Forecasting social CRM adoption in SMEs: A combined SEM-neural network method. Computers in Human Behavior, 75, 560–578. https://doi.org/10.1016/j.chb.2017.05.032
- Aldaihani, F. M. F., & Ali, N. A. B. (2018). Impact of social customer relationship management on customer satisfaction through customer empowerment: A study of Islamic Banks in Kuwait. International Research Journal of Finance and Economics, 170(170), 41–53. http://www.internationalresearchjournaloffinanceandeconomics.com/
- Aral, S., Dellarocas, C., & Godes, D. (2013). Introduction to the special issue—social media and business transformation: A framework for research. Information Systems Research, 24(1), 3–13. https://doi.org/10.1287/isre.1120.0470
- Babin, B., & Harris, E. (2018). Consumer behaviour (8th ed.). Cengage Publications.
- Baumgartner, T., Hatami, H., & De Uster, M. V. (2016). Sales growth: Five proven strategies from the world’s sales leaders. John Wiley & Sons.
- Bayram, N. (2013). Yapısal Eşitlik Modellemesine Giriş. Ezgi Kitapevi. (Cited in Civelek, 2018. Essentials of Structural Equation Modelling).
- Belch, G. E., & Belch, M. A. (2018). Advertising and promotion: An integrated marketing communications perspective (11th ed.). McGraw-Hill Education.
- Belch, G. E., Belch, M. A., Kerr, G. F., & Powell, I. (2014). Advertising: An integrated marketing communication perspective. McGraw-Hill Education.
- Boudreau, M. C., Gefen, D., & Straub, D. W. (2001). Validation in information systems research: A state-of-the-art assessment. MIS Quarterly, 25(1), 1–16. https://doi.org/10.2307/3250956
- Brodie, R. J., Hollebeek, L. D., Jurić, B., & Ilić, A. (2011). Customer engagement: Conceptual domain, fundamental propositions, and implications for research. Journal of Service Research, 14(3), 252–271. https://doi.org/10.1177/1094670511411703
- Busser, J. A., Shulga, L. V., & Kang, H. J. A. (2019). Customer disposition to social exchange in Co-innovation. International Journal of Hospitality Management, 76, 299–307. https://doi.org/10.1016/j.ijhm.2018.05.018
- Castronovo, C., & Huang, L. (2012). Social media in an alternative marketing communication model. Journal of Marketing Development and Competitiveness, 6(1), 117. http://www.na-businesspress.com/
- Chaffey, D., & Smith, P. R. (2017). Digital marketing excellence. Taylor and Francis.
- Chan, I. C. C., Fong, D. K. C., Law, R., & Fong, L. H. N. (2018). State-of-the-art social customer relationship management. Asia Pacific Journal of Tourism Research, 23(5), 423–436. https://doi.org/10.1080/10941665.2018.1466813
- Chanchaichujit, K., Holmes, K., Dickinson, S., & Ramkissoon, H. (2018, June). An investigation of how user generated content influences place affect towards an unvisited destination. In 8th Advances in Hospitality and Tourism Marketing and Management (AHTMM) conference (p. 213). Bangkok, Thailand.
- Chanchaichujit, K., Holmes, K., Dickinson, S., & Ramkissoon, H. (2020). The role of place affect in forming emotional bonds with unvisited destinations. CAUTHE 2020: 20: 20 Vision: New Perspectives on the Diversity of Hospitality, Tourism and Events, 693.
- Chathoth, P. K., Ungson, G. R., Harrington, R. J., & Chan, E. S. (2016). Co-creation and higher order customer engagement in hospitality and tourism services: A critical review. International Journal of Contemporary Hospitality Management, 28(2), 222–245. https://doi.org/10.1108/IJCHM-10-2014-0526
- Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty. Journal of Marketing, 65(2), 81–93. https://doi.org/10.1509/jmkg.65.2.81.18255
- Choudhury, M. M., & Harrigan, P. (2014a). CRM to social CRM: The integration of new technologies into customer relationship management. Journal of Strategic Marketing, 22(2), 149–176. https://doi.org/10.1080/0965254X.2013.876069
- Costello, A. B., & Osborne, J. W. (2005). Best practices in exploratory factor analysis: Four recommendations for getting the most from your analysis. Practical Assessment, Research & Evaluation, 10(7), 1–9. https://doi.org/10.7275/jyj1-4868
- Curry, A., & Kkolou, E. (2004). Evaluating CRM to contribute to TQM improvement–a cross-case comparison. The TQM Magazine, 16(5), 314–324. https://doi.org/10.1108/09544780410551241
- Dewnarain, S. (2018), The use of social customer relationship management for optimising business performance in the hotel industry in Mauritius, in Proceedings of the global trends in management, IT and governance in an eWorld (E-MIG) international conference in Balaclava, Mauritius, 8–11 November 2017 (33–40).
- Dewnarain, S., Ramkissoon, H., & Mavondo, F. (2019a). Social customer relationship management: An integrated conceptual framework. Journal of Hospitality Marketing & Management, 28(2), 172–188. https://doi.org/10.1080/19368623.2018.1516588
- Dewnarain, S., Ramkissoon, H., & Mavondo, T. F. (2019b). Social customer relationship management in the hospitality industry. Journal of Hospitality, 1(1), 1–14. Available from: http://htmjournals.com/jh/index.php/jh
- Di Gangi, P. M., & Wasko, M. M. (2016). Social media engagement theory: Exploring the influence of user engagement on social media usage. Journal of Organizational and End User Computing (JOEUC), 28(2), 53–73. https://doi.org/10.4018/JOEUC.2016040104
- Diffley, S., McCole, P., & Carvajal-Trujillo, E. (2018). Examining social customer relationship management among Irish hotels. International Journal of Contemporary Hospitality Management, 30(2), 1072–1091. https://doi.org/10.1108/IJCHM-08-2016-0415
- Dolan, R., Conduit, J., Fahy, J., & Goodman, S. (2017). Social media: Communication strategies, engagement and future research directions. International Journal of Wine Business Research, 29(1), 2–19. https://doi.org/10.1108/IJWBR-04-2016-0013
- Fan, D. X., Hsu, C. H., & Lin, B. (2020). Tourists’ experiential value co-creation through online social contacts: Customer-dominant logic perspective. Journal of Business Research, 108, 163–173. https://doi.org/10.1016/j.jbusres.2019.11.008
- Flavián, C., Ibáñez-Sánchez, S., & Orús, C. (2020). Impacts of technological embodiment through virtual reality on potential guests’ emotions and engagement. Journal of Hospitality Marketing & Management, 30(1), 1–20. https://doi.org/10.1080/19368623.2020.1770146
- Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382–388. https://doi.org/10.1177/002224378101800313
- Galib, M. H. (2013). Elucidating social customer behaviour through the social behavioural model: An empirical investigation in social CRM. Alliant International University.
- Garrido-Moreno, A., Lockett, N., & García-Morales, V. (2018). Social media use and customer engagement. In Encyclopedia of information science and technology (4th ed., pp. 5775–5785). IGI Global. https://doi.org/10.4018/978-1-5225-2255-3.ch502.
- Gharib, R. K., Garcia-Perez, A., Dibb, S., & Iskoujina, Z. (2019). Trust and reciprocity effect on electronic word-of-mouth in online review communities. Journal of Enterprise Information Management, 33(1), 120–138. In-press. https://doi.org/10.1108/JEIM-03-2019-0079
- Gomez, M., Lopez, C., & Molina, A. (2019). An integrated model of social media brand engagement. Computers in Human Behavior, 96, 196–206. https://doi.org/10.1016/j.chb.2019.01.026
- González-Rodríguez, M. R., Martínez-Torres, R., & Toral, S. (2016). Post-visit and pre-visit tourist destination image through eWOM sentiment analysis and perceived helpfulness. International Journal of Contemporary Hospitality Management, 28(11), 2609–2627. https://doi.org/10.1108/IJCHM-02-2015-0057
- Greenberg, P. (2010). The impact of CRM 2.0 on customer insight. Journal of Business & Industrial Marketing, 25(6), 410–419. http://dx.doi.org/10.1108/08858621011066008
- Guha, S., Harrigan, P., & Soutar, G. (2018). Linking social media to customer relationship management (CRM): A qualitative study on SMEs. Journal of Small Business & Entrepreneurship, 30(3), 193–214. https://doi.org/10.1080/08276331.2017.1399628
- Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2010). SEM: An introduction. Multivariate Data Analysis: A Global Perspective, 629–686. http://sutlib2.sut.ac.th/sut_contents/H139232.pdf
- Harmeling, C. M., Moffett, J. W., Arnold, M. J., & Carlson, B. D. (2017). Toward a theory of customer engagement marketing. Journal of the Academy of Marketing Science, 45(3), 312–335. https://doi.org/10.1007/s11747-016-0509-2
- Harrigan, P., Evers, U., Miles, M., & Daly, T. (2017). Customer engagement with tourism social media brands. Tourism Management, 59, 597–609. https://doi.org/10.1016/j.tourman.2016.09.015
- Harrigan, P., Evers, U., Miles, M. P., & Daly, T. (2018). Customer engagement and the relationship between involvement, engagement, self-brand connection and brand usage intent. Journal of Business Research, 88, 388–396. https://doi.org/10.1016/j.jbusres.2017.11.046
- Harrigan, P., Miles, M. P., Fang, Y., & Roy, S. K. (2020). The role of social media in the engagement and information processes of social CRM. International Journal of Information Management, 54, 102151
- Hollebeek, L. D., Conduit, J., & Brodie, R. J. (2016). Strategic drivers anticipated and unanticipated outcomes of customer engagement. Journal of Marketing Management, 32(5), 393–398. https://doi.org/10.1080/0267257X.2016.1144360
- Hollebeek, L. D., Srivastava, R. K., & Chen, T. (2019). SD logic–informed customer engagement: Integrative framework, revised fundamental propositions, and application to CRM. Journal of the Academy of Marketing Science, 47(1), 161–185. https://doi.org/10.1007/s11747-016-0494-5
- Hu, L. T., & Bentler, P. M. (1999). Cut-off criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling, 6(1), 1–55. https://doi.org/10.1080/10705519909540118
- Hu, X., & Yang, Y. (2020). What makes online reviews helpful in tourism and hospitality? a bare-bones meta-analysis. Journal of Hospitality Marketing & Management, 30(2) 1–20. https://doi.org/10.1080/19368623.2020.1780178
- Hwang, E., Baloglu, S., & Tanford, S. (2019). Building loyalty through reward programs: The influence of perceptions of fairness and brand attachment. International Journal of Hospitality Management, 76(part A), 19–28. https://doi.org/10.1016/j.ijhm.2018.03.009
- Iriana, R., & Buttle, F. (2006). Customer relationship management (CRM) system implementations: An assessment of organisational culture. Common Ground.
- Jacewicz, K., & Cho, J. (2015). Analysis of archetypal characteristics of social customer relationship management. Journal of Business and Retail Management Research, 9(2), 85–99.
- Jamali, R., Moshabaki, A., Aramoon, H., & Alimohammadi, A. (2013). Customer relationship management in electronic environment. The Electronic Library, 31(1), 119–130. https://doi.org/10.1108/02640471311299173
- Jasinskas, E., Streimikiene, D., Svagzdiene, B., & Simanavicius, A. (2016). Impact of hotel service quality on the loyalty of customers. Economic research-Ekonomska istraživanja, 29(1), 559–572.
- Jayachandran, S., Sharma, S., Kaufman, P., & Raman, P. (2005). The role of relational information processes and technology use in customer relationship management. Journal of Marketing, 69(4), 177–192. https://doi.org/10.1509/jmkg.2005.69.4.177
- Kaplan, A. M., & Haenlein, M. (2010). Users of the world, unite! The challenges and opportunities of Social Media. Business Horizons, 53(1), 59–68. https://doi.org/10.1016/j.bushor.2009.09.003
- Khan, M. L. (2017). Social media engagement: What motivates user participation and consumption on YouTube? Computers in Human Behavior, 66, 236–247. https://doi.org/10.1016/j.chb.2016.09.024
- Kim, Y. S., & Baker, M. A. (2020). Customers’ reactions to other customer caused service failures: The effects of tie strength on customer loyalty. Journal of Hospitality Marketing & Management, 29(6) 1–20. https://doi.org/10.1080/19368623.2020.1817223
- Kotler, P., & Gertner, D. (2002). Country as brand, product, and beyond: A place marketing and brand management perspective. Journal of Brand Management, 9(4), 249–261. https://doi.org/10.1057/palgrave.bm.2540076
- Krosnick, J. A., & Presser, S. (2010). ‘Question and questionnaire design’. In Handbook of survey research (2nd ed., pp. 263–313). Emerald. chapter 9.
- Kumar, V., & Pansari, A. (2016). Competitive advantage through engagement. Journal of marketing research, 53(4), 497–514
- Kumar, V., Rajan, B., Gupta, S., & Dalla Pozza, I. (2019). Customer engagement in service. Journal of the Academy of Marketing Science, 47(1), 138–160. https://doi.org/10.1007/s11747-017-0565-2
- Li, M. W., Teng, H. Y., & Chen, C. Y. (2020). Unlocking the customer engagement-brand loyalty relationship in tourism social media: The roles of brand attachment and customer trust. Journal of Hospitality and Tourism Management, 44, 184–192. https://doi.org/10.1016/j.jhtm.2020.06.015
- Maecker, O., Barrot, C., & Becker, J. U. (2016). The effect of social media interactions on customer relationship management. Business Research, 9(1), 133–155. https://doi.org/10.1007/s40685-016-0027-6
- Malthouse, E. C., Haenlein, M., Skiera, B., Wege, E., & Zhang, M. (2013). Managing customer relationships in the social media era: Introducing the social CRM house. Journal of Interactive Marketing, 27(4), 270–280. https://doi.org/10.1016/j.intmar.2013.09.008
- Marsh, H. W., & Hocevar, D. (1985). Application of confirmatory factor analysis to the study of self-concept: First-and higher order factor models and their invariance across groups. Psychological Bulletin, 97(3), 562. https://doi.org/10.1037/0033-2909.97.3.562
- Mauritius Tourism. 2020. Mauritius Attractions. https://mauritiusattractions.com/mauritius-tourism-i-82.html#:~:text=The%20tourism%20sector%20is%20one,European%2C%20mainly%20French%20and%20British
- McIver, J., & Carmines, E. G. (1981). Unidimensional scaling. (No. 24). Sage.
- Mohammed, A. A., & Rashid, B. (2012). Customer Relationship Management (CRM) in Hotel Industry: A framework proposal on the relationship among CRM dimensions, Marketing Capabilities, and Hotel performance. International Review of Management and Marketing, 2(4), 220. www.econjournals.com
- Møller Jensen, J., & Hansen, T. (2006). An empirical examination of brand loyalty. Journal of Product & Brand Management, 15(7), 442–449. https://doi.org/10.1108/10610420610712829
- Moro, S., & Rita, P. (2018). Brand strategies in social media in hospitality and tourism. International Journal of Contemporary Hospitality Management. 30(1). ISSN: 0959–6119
- MTPA (2019), Mauritius tourism promotion authority- tourism growth accelerating. Mauritius Discovery Tours. Available from: https://mauritiusdiscoverytours.com/mauritius-tourism-promotion-authority-tourism-growth-accelerating[Online]
- Nguyen, H., Calantone, R., & Krishnan, R. (2019). Influence of social media emotional word of mouth on institutional investors’ decisions and firm value. Management Science, 66(2). https://doi.org/10.1287/mnsc.2018.3226
- Nunkoo, R., & Ramkissoon, H. (2012). Power, trust, social exchange and community support. Annals of Tourism Research, 39(2), 997–1023. https://doi.org/10.1016/j.annals.2011.11.017
- Nunkoo, R., Ramkissoon, H., & Gursoy, D. (2012). Public trust in tourism institutions. Annals of Tourism Research, 39(3), 1538–1564. https://doi.org/10.1016/j.annals.2012.04.004
- Nunnally, J. C. (1978). An overview of psychological measurement. Clinical diagnosis of mental disorders, 97–146
- Ong, C. H., Lee, H. W., & Ramayah, T. (2018). Impact of brand experience on loyalty. Journal of Hospitality Marketing & Management, 27(7) 1–20. https://doi.org/10.1080/19368623.2018.1445055
- Ou, Y. C., & Verhoef, P. C. (2017). The impact of positive and negative emotions on loyalty intentions and their interactions with customer equity drivers. Journal of Business Research, 80, 106–115. https://doi.org/10.1016/j.jbusres.2017.07.011
- Pallant, J. (2010). SPSS Survival Manual 4th edition: A step by step guide to data analysis using SPSS version 18. Open University Press.
- Pappu, R., & Quester, P. G. (2016). How does brand innovativeness affect brand loyalty? European Journal of Marketing, 50(1/2), 2–28. https://doi.org/10.1108/EJM-01-2014-0020
- Payne, A., & Frow, P. (2005). A strategic framework for customer relationship management. Journal of marketing, 69(4), 167–176.
- Potra, S., Izvercian, M., & Miclea, S. (2016). Changes in CRM approach: Refined functional blocks for customer creative engagement in services. International Journal of Information Systems in the Service Sector (IJISSS), 8(1), 45–57. https://doi.org/10.4018/IJISSS.2016010104
- Qi, C., & Chau, P. Y. (2016). June. An empirical study of the effect of enterprise social media usage on organizational learning. In PACIS (pp. 330).
- Rahimi, R. (2017). Customer relationship management (people, process and technology) and organisational culture in hotels: Which traits matter? International Journal of Contemporary Hospitality Management, 29(5), 1380–1402. https://doi.org/10.1108/IJCHM-10-2015-0617
- Rahimi, R., & Gunlu, E. (2016). Implementing Customer Relationship Management (CRM) in hotel industry from organizational culture perspective: Case of a chain hotel in the UK. International Journal of Contemporary Hospitality Management, 28(1), 89–112. https://doi.org/10.1108/IJCHM-04-2014-0176
- Ramkissoon, H. (2018). Hospitality consumers’ information search behavior. In D. Gursoy (Ed.), The Routledge handbook of hospitality marketing (pp. 284–293). Routledge.
- Ramkissoon, H. (2020). Place confinement, pro-social, pro-environmental behaviors and residents’ wellbeing: A new conceptual framework. Frontiers in Psychology.
- Ramkissoon, H., & Mavondo, F. T. (2015). The satisfaction–place attachment relationship: Potential mediators and moderators. Journal of Business Research, 68(12), 2593–2602. https://doi.org/10.1016/j.jbusres.2015.05.002
- Ramkissoon, H., & Mavondo, F. T. (2016). Managing customer relationships in hotel chains: A comparison between guest and manager perceptions. In Maya Ivanova, Stanislav Ivanov, Vincent P. Magnini (Eds,). The Routledge handbook of hotel chain management (pp. 295–304). Routledge.
- Ramkissoon, H., Smith, L. D. G., & Weiler, B. (2013). Testing the dimensionality of place attachment and its relationships with place satisfaction and pro-environmental behaviours: A structural equation modelling approach. Tourism management, 36, 552–566.
- Ramkissoon, H., & Uysal, M. (2014). Authenticity as a value co-creator of tourism experiences. Creating Experience Value in Tourism, 113–124. https://doi.org/10.1079/9781780643489.0113
- Ramkissoon, H., & Uysal, M. S. (2011). The effects of perceived authenticity, information search behaviour, motivation and destination imagery on cultural behavioural intentions of tourists. Current Issues in Tourism, 14(6), 537–562. https://doi.org/10.1080/13683500.2010.493607
- Rastogi, P. N. (2000). Knowledge management and intellectual capital–the new virtuous reality of competitiveness. Human systems management, 19(1), 39–48. https://content.iospress.com/articles/human-systems-management/hsm416
- Ray, S., Kim, S. S., & Morris, J. G. (2014). The central role of engagement in online communities. Information Systems Research, 25(3), 528–546. https://doi.org/10.1287/isre.2014.0525
- Reinartz, W., Krafft, M., & Hoyer, W. D. (2004). The customer relationship management process: Its measurement and impact on performance. Journal of marketing research, 41(3), 293–305
- Romero, J. (2017). Customer engagement behaviours in hospitality: Customer-based antecedents. Journal of Hospitality Marketing & Management, 26(6), 565–584. https://doi.org/10.1080/19368623.2017.1288192
- Ryals, L., & Payne, A. (2001). Customer relationship management in financial services: Towards information-enabled relationship marketing. Journal of Strategic Marketing, 9(1), 3–27. https://doi.org/10.1080/713775725
- Saleem, M. A., Yaseen, A., & Wasaya, A. (2018). Drivers of customer loyalty and word of mouth intentions: Moderating role of interactional justice. Journal of Hospitality Marketing & Management, 27(8), 1–28. https://doi.org/10.1080/19368623.2018.1469447
- Santini de Oliveira, F., Ladeira, W. J., Pinto, D. C., Herter, M. M., Sampaio, C. H., & Babin, B. J. Customer engagement in social media: A framework and meta-analysis. Journal of the Academy of Marketing Sciences. 48, 1211–1228. https://link.springer.com/article/10.1007%2Fs11747-020-00731-5
- Sashi, C. M. (2012). Customer engagement, buyer-seller relationships, and social media. Management Decision, 50(2), 253–272. https://doi.org/10.1108/00251741211203551
- Sigala, M. (2018). New technologies in tourism: From multi-disciplinary to anti-disciplinary advances and trajectories. Tourism Management Perspectives, 25, 151–155. https://doi.org/10.1016/j.tmp.2017.12.003
- So, K. K. F., King, C., Sparks, B. A., & Wang, Y. (2016). The role of customer engagement in building consumer loyalty to tourism brands. Journal of Travel Research, 55(1), 64–78. https://doi.org/10.1177/0047287514541008
- Soper, D. (2018), A-priori sample size calculator for structural equation models. Available from: https://www.danielsoper.com/statcalc/calculator.aspx?id=89[Online]
- Sowamber, V., Ramkissoon, H., & Mavondo, F. (2017). Impact of sustainability practices on hospitality consumers’ behaviours and attitudes. Routledge Handbook of Hospitality Marketing, 384.
- Statistics Mauritius (2020) International tourism arrival in Mauritius. Statistics Mauritius. Available from: http://statsmauritius.govmu.org/English/Publications/Pages/Tourism_Yr19.aspx#:~:text=Highlights&text=1.,1%2C399%2C408%20for%20the%20year%202018.&text=Tourist%20arrivals%20by%20air%20decreased,13.9%25%20from%2039%2C720%20to%2045%2C253.
- Tabachnick, B. G., & Fidell, L. S. (2014). Using multivariate statistics (6th ed.). Pearson Education Ltd.
- Talón-Ballestero, P., González-Serrano, L., Soguero-Ruiz, C., Muñoz-Romero, S., & RojoÁlvarez, J. (2018). Using big data from customer relationship management information systemsto determine the client profile in the hotel sector. (Vol. 68). Tourism Management.
- Tillmanns, S., Ter Hofstede, F., Krafft, M., & Goetz, O. (2017). How to separate the wheat from the chaff: Improved variable selection for new customer acquisition. Journal of Marketing, 81(2), 99–113. https://doi.org/10.1509/jm.15.0398
- Touni, R., Kim, W. G., Choi, H. M., & Ali, M. A. (2020). Antecedents and an outcome of customer engagement with hotel brand community on Facebook. Journal of Hospitality & Tourism Research, 44(2), 278–299. https://doi.org/10.1177/1096348019895555
- Trainor, K. J., Andzulis, J. M., Rapp, A., & Agnihotri, R. (2014). Social media technology usage and customer relationship performance: A capabilities-based examination of social CRM. Journal of Business Research, 67(6), 1201–1208. https://doi.org/10.1016/j.jbusres.2013.05.002
- Vargo, S. L., & Lusch, R. F. (2016). Institutions and axioms: An extension and update of service-dominant logic. Journal of the Academy of Marketing Science, 44(1), 5–23. https://doi.org/10.1007/s11747-015-0456-3
- Wolf, E. J., Harrington, K. M., Clark, S. L., & Miller, M. W. (2013). Sample size requirements for structural equation models an evaluation of power, bias, and solution propriety. Educational and Psychological Measurement, 73(6), 913–934. https://doi.org/10.1177/0013164413495237
- Wu, S. I., & Lu, C. L. (2012). The relationship between CRM, RM, and business performance: A study of the hotel industry in Taiwan. International Journal of Hospitality Management, 31(1), 276–285. https://doi.org/10.1016/j.ijhm.2011.06.012
- Yadav, B. K., & Singh, A. (2018). Analyzing the influence of customer relationship management on firm performance: A study of hotel industry in India. In Brijesh Kumar Yadav and Abhijeet Singh (Eds,). Operations and service management: Concepts, methodologies, tools, and applications (pp. 1590–1622). IGI Global.
- Yoon, S. J., & Lee, H. J. (2017). Does customer experience management pay off? Evidence from local versus global hotel brands in South Korea. Journal of Hospitality Marketing & Management, 26(6), 585–605. https://doi.org/10.1080/19368623.2017.1281192
- Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Customer focus across the firm (7th Ed). McGraw Hill Education.
- Zhang, M., Kim, P. B., & Goodsir, W. (2019). Effects of service experience attributes on customer attitudes and behaviours: The case of New Zealand café industry. Journal of Hospitality Marketing & Management, 28(1), 28–50. https://doi.org/10.1080/19368623.2018.1493711