Customer relationship management and hotel performance: the mediating influence of marketing capabilities—evidence from the Malaysian hotel industry

• Main Authors: Mohammed, Abdul Alem, Rashid, Basri, Tahir, Shaharuddin
• Format: Article
• Published: Springer International Publishing AG 2017
• Subjects: GV Recreation Leisure; HD28 Management. Industrial Management
• Online Access: http://repo.uum.edu.my/21832/; http://doi.org/10.1007/s40558-017-0085-4
• Institution: Universiti Utara Malaysia

The aim of this study is to assess the influence of customer relationship management (CRM) on marketing capabilities (planning and implementation) and organizational performance, through an analysis of the hotel industry in Malaysia.The study uses partial least squares to examine the mediating influ...