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The purpose of this paper is to examine the interrelationships among the extracted constructs of customer satisfaction (CS), knowledge about customer relationship management (CRM) program, customer attitude and their effect on relationship share (RS). The study also attempts to find if moderating role of gender exists among these constructs.

A conceptual framework is developed based on previous studies. In order to address a lack of comprehensive evaluation of B2C relationships in Indian hotels, this study extracted the dimensions of CRM in hotels and used them in the structural model. The conceptual model is tested using structural equation modeling approach through maximum likelihood estimation technique. A sample of 305 domestic travelers was used to test the hypothesized relationships among the constructs.

The findings indicate that CS and willingness to engage (CWER) in the relationship are major predictors of RS. Besides, CS indirectly affects RS through customer’s attitude toward the hotel. The results of the study also show that customer willingness to engage in the relationship is dependent on attitude of customer toward firm which is further dependent on knowledge about CRM program. One more notable finding of the study states that gender plays a moderating role between CS and customer willingness to engage in the relationship.

In addition to contributing toward academic knowledge, the findings of the present study will help the practitioners to better design CRM program and reap its maximum benefits.

The current study has considered new dimensions of CRM like customer’s knowledge of CRM and this is the first study to capture responses of Indian travelers in relation with various constructs. This is the first study to test the moderating effect of gender between various constructs.

Journal of Corporate Real Estate (JCRE) is an international journal of repute. JCRE is an interdisciplinary journal focusing on corporate real estate management and caters to the needs of real estate owners and end-users. The journal's scope includes private and public sector corporate real estate owned and used by businesses to run their operations. This paper aims to analyze the journal's impact using bibliometric analysis from 1998 to 2017 on 380 publications.

The network analysis is performed using VOSviewer software and Biblioshiny R studio. The mapping presents citation structures, coauthorship patterns, bibliographic coupling and other network analyses.

The results show that the journal is growing in terms of citations and impact. The findings document various mapping criteria and their summaries. Seven major clusters are identified to delineate the underlying themes of publications in JCRE.

To the best of the authors’ knowledge, this paper offers the original and first bibliometric analysis of the journal’s impact over the first two decades. The findings are relevant for researchers and real estate stakeholders.