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State-of-the-art social customer relationship management
Chan,Irene Cheng Chu1; Fong,Davis Ka Chio2; Law,Rob1; Fong,Lawrence Hoc Nang2
Source PublicationAsia Pacific Journal of Tourism Research
ABS Journal Level1

The rise of social media challenges the traditional notion of customer relationship management (CRM) and has led to the emergence of social CRM. This study collected and content-analyzed recent literature along the intersection between social media and CRM, to present an overview of the social CRM research in tourism and hospitality. Findings indicate that most studies focus on the context of hotel and restaurant. These studies lack a solid theoretical underpinning and tend to adopt qualitative research methods. Five research themes are identified from supply-focused research, while two themes are observed from demand-focused research. Overall, uneven attention has been paid by researchers in the field, with more emphasis on supply than on demand sides. According to the findings of the literature review, a conceptual framework and a research agenda are presented. Theoretical and practical implications to the tourism and hospitality industry are also discussed.

KeywordCrm Customer Relationship Management Review Social Crm Social Media State-of-the-art
URLView the original
Indexed BySSCI
WOS Research AreaSocial Sciences - Other Topics
WOS SubjectHospitality, Leisure, Sport & Tourism
WOS IDWOS:000432144700001
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Cited Times [WOS]:8   [WOS Record]     [Related Records in WOS]
Document TypeJournal article
CollectionFaculty of Business Administration
Corresponding AuthorChan,Irene Cheng Chu
Affiliation1.School of Hotel and Tourism Management,The Hong Kong Polytechnic University,,Kowloon,Hong Kong
2.Faculty of Business Administration,University of Macau,,Taipa,Macao
Recommended Citation
GB/T 7714
Chan,Irene Cheng Chu,Fong,Davis Ka Chio,Law,Rob,et al. State-of-the-art social customer relationship management[J]. Asia Pacific Journal of Tourism Research,2018,23(5):423-436.
APA Chan,Irene Cheng Chu,Fong,Davis Ka Chio,Law,Rob,&Fong,Lawrence Hoc Nang.(2018).State-of-the-art social customer relationship management.Asia Pacific Journal of Tourism Research,23(5),423-436.
MLA Chan,Irene Cheng Chu,et al."State-of-the-art social customer relationship management".Asia Pacific Journal of Tourism Research 23.5(2018):423-436.
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