Customer relationship management research in tourism and hospitality: a state-of-the-art

Roya Rahimi (Department of Marketing, Innovation, Leisure and Enterprise (MILE), University of Wolverhampton Business School, University of Wolverhampton, Wolverhampton, UK.)
Mehmet Ali Köseoglu (Hong Kong Polytechnic University, Hong Kong, Hong Kong.)
Ayse Begum Ersoy (Department of Marketing, American University of the Middle East (AUM), Ahmadi, Kuwait.)
Fevzi Okumus (Rosen College of Hospitality Management, University of Central Florida, Orlando, Florida, USA.)

Tourism Review

ISSN: 1660-5373

Publication date: 19 June 2017

Abstract

Purpose

This study aimed to provide a critical review of the evolution of customer relationship management (CRM) research in the hospitality and tourism (H&T) field.

Design/methodology/approach

The study conducted a thorough systematical literature review by collecting papers from 14 leading tourism and hospitality journals. The examination of the literature is first based on the evolution of CRM notion and its definitions. Next, CRM studies in the literature that are related to H&T were assessed based on their timelines and themes. Third, the studies were classified based on CRM components and its impacts on firms’ performances.

Findings

The literature review provided an in-depth understanding on the progress of CRM based on the selected topics and suggests a redesigned research agenda for scholars, graduate students and practitioners.

Implications

This study provides new and meaningful avenues for further research in CRM in H&T area.

Originality value

CRM has a key role in business performance and increased customer satisfaction and retention, specifically in the context of the service industry. To date, scholars have produced an abundant number of CRM-related studies in tourism and hospitality journals. In this study, the progress of CRM research conducted in the tourism and hospitality sector is critically reviewed.

Keywords

Citation

Rahimi, R., Köseoglu, M., Ersoy, A. and Okumus, F. (2017), "Customer relationship management research in tourism and hospitality: a state-of-the-art", Tourism Review, Vol. 72 No. 2, pp. 209-220. https://doi.org/10.1108/TR-01-2017-0011

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Publisher

:

Emerald Publishing Limited

Copyright © 2017, Emerald Publishing Limited

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