Modelling Socio - Digital Customer Relationship Management in the Hospitality Sector During the Pandemic Time

Mahmoud, Ali B. and Berman, Alenxander and Tehseen, Shehnaz * and Hack-Polay, Dieu (2022) Modelling Socio - Digital Customer Relationship Management in the Hospitality Sector During the Pandemic Time. In: Consumer Behavior Change and Data Analytics in the Socio-Digital Era. IGI Global, pp. 169-191.

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Official URL: DOI: 10.4018/978-1-6684-4168-8.ch008


The chapter builds on previous research and offers an updated theoretical model to determine the relationships among social media technologies, customer experience flow, customer relationship management, brand loyalty, word of mouth, firm performance, and customer engagement across a set of moderators in pandemic time. In line with the literature, customer engagement serves as a mediator that fully translates the effects of social media technology, customer flow experience and customer relationship management into positive levels of brand loyalty, word of mouth and firm performance. However, all of the relationships conceptualized in the model are hypothesized to be moderated by COVID-19 developments and perceptions.

Item Type: Book Section
Uncontrolled Keywords: COVID-19 perceptions; social customer relationship management; social media technologies; customer engagement; brand loyalty; firm performance; modelling digital social customer relationship management in pandemic time hospitality sector;
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: Others > Non Sunway Academics
Sunway University > Sunway University Business School > Dept. Management
Depositing User: Dr Janaki Sinnasamy
Related URLs:
Date Deposited: 13 Apr 2022 02:28
Last Modified: 12 Aug 2022 09:09

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