Please use this identifier to cite or link to this item: http://hdl.handle.net/10397/79104
Title: State-of-the-art social customer relationship management
Authors: Chan, ICC 
Fong, DKC
Law, R 
Fong, LHN
Keywords: CRM
Customer relationship management
Review
Social CRM
Social media
State-of-the-art
Issue Date: 2018
Publisher: Routledge, Taylor & Francis Group
Source: Asia Pacific journal of tourism research, 2018, v. 23, no. 5, p. 423-436 How to cite?
Journal: Asia Pacific journal of tourism research 
Abstract: 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.
URI: http://hdl.handle.net/10397/79104
ISSN: 1094-1665
EISSN: 1741-6507
DOI: 10.1080/10941665.2018.1466813
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