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Customer Relationship Management (CRM) in small and medium tourism enterprises: A dynamic capabilities perspective

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dc.title Customer Relationship Management (CRM) in small and medium tourism enterprises: A dynamic capabilities perspective en
dc.contributor.author Ngo, Minh Vu
dc.contributor.author Pavelková, Drahomíra
dc.contributor.author Phan, Quyen Phu Thi
dc.contributor.author Nguyen, Ninh Van
dc.relation.ispartof Tourism and Hospitality Management
dc.identifier.issn 1330-7533 Scopus Sources, Sherpa/RoMEO, JCR
dc.date.issued 2018
utb.relation.volume 24
utb.relation.issue 1
dc.citation.spage 63
dc.citation.epage 86
dc.type article
dc.language.iso en
dc.publisher University of Rijeka
dc.identifier.doi 10.20867/thm.24.1.11
dc.relation.uri https://hrcak.srce.hr/200247
dc.subject Customer Relationship Management (CRM) en
dc.subject Small and Medium Enterprises (SMEs) en
dc.subject Dynamic capabilities (DC) en
dc.subject Competitive advantages en
dc.subject Tourism industry en
dc.subject Financial performance en
dc.description.abstract Purpose – The objective of this study is to develop an integrated framework incorporating Customer Relationship Management (CRM) and Dynamic capabilities (DC) together for Tourism Small and Medium Enterprises (SMEs). Design – We reconcile theories from strategic management and marketing literatures to form an unifying framework of sources of performance differentials as the theoretical background. Successful factors for the framework including specific CRM processes, two different approaches in DC and specific business processes are defined. Methodology – The framework is tested on data collected from 111 SMEs in tourism industry in Vietnam using Partial Least Square Structural Equation Modeling (PLS-SEM). Approach – This study approaches CRM processes at the customer facing level and attempts to discover its effects to performance at firm-level analysis. Findings – The results show that the interrelationships suggested by the framework are supported. Especially, the mechanisms of how CRM processes can influence the customer value and financial performance are explored. Originality of the research - The different effects of different DC approaches also suggested useful insights how to develop use them for tourism SMEs. There also has been an emerging urgency for the framework in the practice given the fact that there hasn’t been any of it in previous researches yet. © 2018 University of Rijeka. All rights reserved. en
utb.faculty Faculty of Management and Economics
dc.identifier.uri http://hdl.handle.net/10563/1008062
utb.identifier.obdid 43878215
utb.identifier.scopus 2-s2.0-85048214138
utb.identifier.wok 000436107500004
utb.source j-scopus
dc.date.accessioned 2018-07-27T08:47:42Z
dc.date.available 2018-07-27T08:47:42Z
dc.description.sponsorship Internal Grant Agency of Faculty of Management and Economics, Tomas Bata University in Zlin [IGA/FaME/2016/020]
dc.rights Attribution-NonCommercial-ShareAlike 4.0 International
dc.rights.uri https://creativecommons.org/licenses/by-nc-sa/4.0/
dc.rights.access openAccess
utb.contributor.internalauthor Ngo, Minh Vu
utb.contributor.internalauthor Pavelková, Drahomíra
utb.contributor.internalauthor Phan, Quyen Phu Thi
utb.contributor.internalauthor Nguyen, Ninh Van
utb.fulltext.affiliation Vu Minh Ngo, Drahomira Pavelkova, Quyen Phu Thi Phan, Ninh Van Nguyen Tomas Bata University in Zlin, Faculty of Management and Economics Department of Finance and Accounting nám. T.G. Masaryka 5555, 76001 Zlín, Czech Republic Phone: +420-775-204-759 E-mail: ngo@utb.cz Tomas Bata University in Zlin, Faculty of Management and Economics Department of Finance and Accounting nám. T.G. Masaryka 5555, 76001 Zlín, Czech Republic Phone: +420-606-777-233 E-mail: pavelkova@utb.cz Tomas Bata University in Zlin, Faculty of Management and Economics Department of Management and Marketing nám. T.G. Masaryka 5555, 76001 Zlín, Czech Republic University of Economics, The University of Danang, Faculty of Marketing 71 Ngu Hanh Son, Son Tra District, Danang City, Vietnam Phone: +84-935-915-987 E-mail: phuquyen.due@gmail.com Tomas Bata University in Zlin, Faculty of Management and Economics Department of Finance and Accounting nám. T.G. Masaryka 5555, 76001 Zlín, Czech Republic Phone: +420-774-255-200 E-mail: ninh@utb.cz
utb.fulltext.dates Received 15 October 2017 Revised 4 December 2017 16 April 2018 Accepted 19 April 2018
utb.wos.affiliation [Vu Minh Ngo; Pavalkova, Drahomira; Ninh Van Nguyen] Tomas Bata Univ Zlin, Fac Management & Econ, Dept Finance & Accounting, Nam TG Masaryka 5555, Zlin 76001, Czech Republic; [Quyen Phu Thi Phan] Tomas Bata Univ Zlin, Fac Management & Econ, Dept Management & Mkt, Nam TG Masaryka 5555, Zlin 76001, Czech Republic; [Quyen Phu Thi Phan] Univ Danang, Univ Econ, Fac Mkt, 71 Ngu Hanh Son, Danang City, Vietnam
utb.scopus.affiliation Tomas Bata University in Zlin, Faculty of Management and Economics, Department of Finance and, Accounting nám. T.G. Masaryka 5555, Zlín, Czech Republic; Tomas Bata University in Zlin, Faculty of Management, Son Tra, Zlín, Czech Republic
utb.fulltext.faculty Faculty of Management and Economics
utb.fulltext.faculty Faculty of Management and Economics
utb.fulltext.faculty Faculty of Management and Economics
utb.fulltext.faculty Faculty of Management and Economics
utb.fulltext.ou Department of Finance and Accounting
utb.fulltext.ou Department of Finance and Accounting
utb.fulltext.ou Department of Management and Marketing
utb.fulltext.ou Department of Finance and Accounting
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