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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 |