This article examines the received wisdom of services marketing and challenges the validity and continued usefulness of its core paradigm, namely, the assertion that four specific characteristics—i...

Whither Services Marketing? In Search of a New Paradigm and Fresh Perspectives

Prompted – in part – by the highly publicized failure of customer relationship management (CRM) initiatives, academic research on CRM has begun to flourish. While numerous studies have yielded important insights, the extant CRM literature appears to be inconsistent and is highly fragmented due, primarily, to the lack of a common conceptualization. Thus, in order to help advance a cohesive body of knowledge on this topic of growing interest and importance, this paper attempts to provide a clear and accurate delineation of CRM’s domain. Following the review and analysis of process, strategy, philosophy, capability and technology-based CRM perspectives, the authors propose that the phenomenon is best conceptualized as an ongoing process that involves the development and leveraging of market intelligence for the purpose of building and maintaining a profit-maximizing portfolio of customer relationships. Based on the proposed conceptualization, a detailed description of the CRM process is provided along with a comprehensive framework intended to aid marketers in their quest to achieve CRM success.

An Evaluation of Divergent Perspectives on Customer Relationship Management: Towards a Common Understanding of an Emerging Phenomenon

This study highlights ‘untact’ tourism as a health-protective behaviour stemming from individuals’ perceptions of COVID-19 risk. Based on the frameworks of the Health Belief Model and the extended ...

https://www.tandfonline.com/doi/pdf/10.1080/13683500.2020.1798895

The effect of coronavirus disease-19 (COVID-19) risk perception on behavioural intention towards ‘untact’ tourism in South Korea during the first wave of the pandemic (March 2020)

This study examines the relationships among elements of relationship management activities (predictors), relationship quality (a mediating construct), and relationship outcomes (commitment, loyalty, and word of mouth). Despite much research focusing on relationship quality, some central questions concerning the relationship among the three constructs have not been fully explored. A conceptual model was developed and tested to examine the mediating effect of relationship quality on the relationship between the seven relationship management activities and the three relationship outcomes. Structural equation analyses on the data collected from a survey of 887 dinner patrons at 21 luxury restaurants show that relationship quality is the primary mediating construct between relationship management activities and relationship outcomes. The effective use of a relationship management strategy may increase customer commitment, spread positive word of mouth, and generate loyalty. The findings of this study provide r...

Predictors of Relationship Quality and Relationship Outcomes in Luxury Restaurants

This study provides evidence regarding the strategic dynamics of competitive clusters. Firms that agglomerate (co-locate) may benefit from the differentiation of competitors without making similar ...

/pdf/agglomeration-effects-and-strategic-orientations-evidence-3ecc3gpfpg.pdf

ScienceDirect

Papers

Cornell hotel and restaurant administration quarterly