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

Riyad Eid, Hatem El-Gohary

    Research output: Contribution to journalArticlepeer-review

    10 Citations (Scopus)

    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.

    Original languageEnglish
    Pages (from-to)344-365
    Number of pages22
    JournalJournal of Travel and Tourism Marketing
    Volume31
    Issue number3
    DOIs
    Publication statusPublished - Apr 2014

    Keywords

    • CRM
    • Customer Relationship Management
    • Egypt
    • SEM
    • critical success factors
    • developing economies
    • empirical study
    • questionnaire
    • services marketing

    ASJC Scopus subject areas

    • Tourism, Leisure and Hospitality Management
    • Marketing

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