Testing and Validating Customer Relationship Management Implementation Constructs in Egyptian Tourism Organizations

Eid, R. and El-Gohary, H. (2014) Testing and Validating Customer Relationship Management Implementation Constructs in Egyptian Tourism Organizations. Journal of Travel and Tourism Marketing, 31 (3). pp. 344-365. ISSN 10548408 (ISSN)

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Abstract

To date, Critical Success Factors (CSFs) for implementing Customer Relationship Management (CRM) have not been systematically investigated. Existing studies have derived their CSFs from different perspectives. However, it lacks scientifically developed and tested constructs that represent an integrative CRM philosophy. Through a detailed analysis of the literature, as well as adding new factors, this research identifies eight constructs for integrated CRM implementation in developing economies. The proposed CSFs are tested and validated through a sample of 162 Egyptian tourism organizations that utilize CRM systems, using Amos 19. The overall results from the empirical assessment were positive, reflecting the appropriateness of the proposed CSFs. This study is one of very few studies to provide an integrative perspective of CSFs for implementing CRM in the tourism sector and developing economies; it adds to the extremely limited number of empirical studies that have been conducted to investigate CRM implementation in developing countries. Copyright © Taylor & Francis Group, LLC.

Item Type: Article
Uncontrolled Keywords: critical success factors, CRM, Customer Relationship Management, developing economies, Egypt, empirical study, questionnaire, SEM, services marketing
Subjects: N100 Business studies
Divisions: UoA Collections > UoA19: Business and Management Studies
Faculty of Business, Law and Social Sciences > Birmingham City Business School > Dept. Strategy, Marketing and Economics
Depositing User: Yasser Nawaz
Date Deposited: 29 Nov 2016 16:27
Last Modified: 29 Nov 2016 16:27
URI: http://www.open-access.bcu.ac.uk/id/eprint/2004

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