Systematic review of hospitality CRM research
International Journal of Contemporary Hospitality Management, pp. 1686-1704, 2018.
Purpose This paper aims to comprehensively and systematically review the state of customer relationship management (CRM) research on hospitality and propose future research agenda. Design/methodology/approach All hospitality-related CRM articles since its introduction as a concept in 1988 were collected. The retrieved articles were then c...More
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