Investigating the Mediating Effect of Customer Orientation Strategy on the Relationship between CRM Technology and Hotel Performance: The Case of Hotels in Malaysia

• Main Authors: Mohammed, Abdulalem, Rashid, Basri, Tahir, Shahruddin
• Format: Conference or Workshop Item
• Language: English
• Published: 2017
• Subjects: GV Recreation Leisure
• Online Access: http://repo.uum.edu.my/24882/1/2nd%20IRC%202017%20112.pdf; http://repo.uum.edu.my/24882/
• Institution: Universiti Utara Malaysia

Although the concept of Customer Relationship Management (CRM) technology has been recognized as an important ingredient for business success, the relationship between CRM technology and organizations’ performance has been inconclusive and rarely examined in hotel industry in Malaysia. The aim of th...