4
How to cite this paper
APA: Al-Gasawneh, J., AlZubi, K., Nusairat, N., Al-Adamat, A., Anuar, M., Almestrihi, R & Qaied, B. (2021). The interaction of social CRM between CRM performance and marketing performance in hotels. International Journal of Data and Network Science, 5(4), 745-756.
Chicago/Turabian: Al-Gasawneh, J., AlZubi, K., Nusairat, N., Al-Adamat, A., Anuar, M., Almestrihi, R & Qaied, B. 2021. "The interaction of social CRM between CRM performance and marketing performance in hotels." International Journal of Data and Network Science 5, no. 4 (2021): 745-756.
AMA: Al-Gasawneh, J., AlZubi, K., Nusairat, N., Al-Adamat, A., Anuar, M., Almestrihi, R & Qaied, B. The interaction of social CRM between CRM performance and marketing performance in hotels. International Journal of Data and Network Science. 2021;5(4):745-756.
References
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Alananzeh, O. A., Jawabreh, O., Al Mahmoud, A., & Hamada, R. (2018). The impact of customer relationship manage-ment on tourist satisfaction: The case of Radisson Blue Resort in Aqaba city. Journal of Environmental Management & Tourism, 9(2), 227-240.
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Albakri, T. & Hadi, A. (2014) The impact on the customer relationship marketing performance management (Analytical study on a sample of Jordanian commercial banks"). magazine of college Administration & Economics for Economic & Administration & Financial Studies, 6(4).
Al-Gasawneh, J. A., & Al-Adamat, A. M. (2020). The relationship between perceived destination image, social media in-teraction and travel intentions relating to Neom city. Academy of Strategic Management Journal, 19(2), 1-12.
Alghasawneh, L. A. S., Akhorshaideh, A. H., Alharafsheh, M., Ghasawneh, A., Al-Gasawneh, J. A., & Al-Hadid, A. Y. (2021). Determinants of Supply Chain Management Practices in Jordanian Pharmaceutical Firms. Solid State Technol-ogy, 64(2), 2986-3001.
Al-Laymoun, M. R. K. (2016). The Impact of Customer Relationship Management on Tourist Satisfaction in Movenpick Resort and Residences in Aqaba, Jordan. European Scientific Journal, 12(11).
Al-Momani, K., & Mohd Noor, N. A. (2009). E-service quality, ease of use, usability and enjoyment as antecedents of e-CRM performance: an empirical investigation in Jordan mobile phone services. The Asian Journal of Technology Management, 2(2), 50-64.
Alshourah, S. M. (2012). The Antecedents of Customer Relationship Management and Impact on Hotels Performance in Jordan (Doctoral dissertation, Universiti Utara Malaysia).
Alshourah, S., Alassaf, H., & Altawalbeh, M. (2018). Roles of Top Management and Customer Orientation in Enhancing the Performance of Customer Relationship Management (CRM) in Hotel Industry. International Journal, 6(3), 233-239.
Alwahaishi, S., & Amine, N. T. (2018). The Efficiency of Listening Tools’ Usage in Customer Relationship Management: The Case of Telecom Companies. International Journal of Marketing, Communication and New Media, 11(6), 31-51.
Ambler, T., Kokkinaki, F., & Puntoni, S. (2004). Assessing marketing performance: reasons for metrics selection. Journal of Marketing Management, 20(3-4), 475-498.
Baron, R. M., & Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: Con-ceptual, strategic, and statistical considerations. Journal of personality and social psychology, 51(6), 1173.
Becker, J.M., Klein, K., & Wetzels, M. (2012). Hierarchical latent variable models in PLS-SEM: Guidelines for using reflective-formative type models. Long Range Planning, 45(5-6), 359-394
Benedettini, O., Swink, M., & Neely, A. (2017). Examining the influence of service additions on manufacturing firms' bankruptcy likelihood. Industrial Marketing Management, 60, 112-125.
Bibi, P. A. L. W. A. S. H. A., Pangil, F., & Johari, J. (2016). HRM practices and employees’ retention: The Moderating Role of Work Environment. European Academic Research, 3(12), 12994-13015.
Boateng, I. A. (2012). Effect of customer relationship management on the performance of banking services in gha-na. Journal of Contemporary Integrative Ideas Volume, 2(1), 13-25.
Bonoma, T. V., & Clark, B. H. (1988). Marketing performance assessment. Harvard Business Review Press.
Chakravarthy, B. S. (1986). Measuring strategic performance. Strategic management journal, 7(5), 437-458.
Chin, W.W. (1998). Commentary: Issues and opinion on structural equation modelling. Management Information Sys-tems Quarterly, 22(1), vii-xvi.
Chin, W. W. (2010). How to write up and report PLS analyses. In Handbook of partial least squares (pp. 655-690). Springer, Berlin, Heidelberg.
Christine, D., Devie, W., & Tarigan, J. (2015). The impact of employee satisfaction on profitability in fashion retail busi-ness in Indonesia. World Applied Sciences Journal, 33(9), 1533-1538.
Chubing, Z., Shenghao, H., & Na, L. (2019). A Literature Review of Social CRM and Future Prospects. Foreign Econom-ics & Management, 41(04), 71-84.
Clark, B. H. (1999). Marketing performance measures: History and interrelationships. Journal of marketing manage-ment, 15(8), 711-732.
Clark, B. H. (2000). Managerial perceptions of marketing performance: efficiency, adaptability, effectiveness and satis-faction. Journal of Strategic Marketing, 8(1), 3-25.
Clark, B. H., & Ambler, T. (2001). Marketing performance measurement: evolution of research and practice. International Journal of Business Performance Management, 3(2-4), 231-244
Coltman, T. (2007). Can superior CRM capabilities improve performance in banking? Journal of Financial Services Mar-keting, 12(2), 102-114.
Dalla Pozza, I., Goetz, O., & Sahut, J. M. (2018). Implementation effects in the relationship between CRM and its perfor-mance. Journal of Business Research, 89, 391-403.
Diffley, S., & McCole, P. (2015). Extending customer relationship management into a social context. The Service Indus-tries Journal, 35(11-12), 591-610.
Emerson, RM. (1976). "Social exchange theory." Annual review of sociology:335-362
Ernst, H., Hoyer, W. D., Krafft, M., & Krieger, K. (2011). Customer relationship management and company perfor-mance—the mediating role of new product performance. Journal of the academy of marketing science, 39(2), 290-306.
EWNETU, S. (2015). THE IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT ON MARKETING PERFOR-MANCE OF COMMERCIAL BANK OF ETHIOPIA (Doctoral dissertation, St. Mary's University).
Fassott, G., Henseler, J. and Coelho, P.S. (2016), "Testing moderating effects in PLS path models with composite varia-bles", Industrial Management & Data Systems,116(9), 1887-1900. https://doi.org/10.1108/IMDS-06-2016-0248
Fernando, T., & Karunanithy, M. (2015). Impact of Customer Relationship Marketing on Market Performance in Banking Sector–A Study on Bank of Ceylon and Hatton National Bank Customers in Mannar District in Sri Lanka. European Journal of Business and Management, 7(1), 138-145.
Foltean, F. S., Trif, S. M., & Tuleu, D. L. (2019). Customer relationship management capabilities and social media tech-nology use: Consequences on firm performance. Journal of Business Research, 104, 563-575.
Gao, Y. (2010). Measuring marketing performance: a review and a framework. The Marketing Review, 10(1), 25-40.
Gebeyehu, J. (2014). Effects of Customer Relationship Management on Market Performance: A Comparative Perspec-tive (Doctoral dissertation, Mekelle University).
Ghazal, M (2018, Oct 20). Jordan falls two spots in the Global Competitiveness Report. JORDANTIMES, retrieved, https://www.jordantimes.com/news/local/jordanfalls-two-spots-global-competitiveness-report
Greenberg, P. (2010). CRM at the speed of light: Social CRM strategies, tools, and techniques. New York: McGraw-Hill.
Gummesson, E. (2014). Many-to-many marketing as grand theory: A Nordic school contribution. In The service-dominant logic of marketing (pp. 357-371). Routledge.
Gummesson, E., & Mele, C. (2010). Marketing as value co-creation through network interaction and resource integra-tion. Journal of Business Market Management, 4(4), 181-198.
Hair Jr, J. F., Sarstedt, M., Ringle, C. M., & Gudergan, S. P. (2017). Advanced issues in partial least squares structural equation modeling. saGe publications.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. (2006). Multivariate data analysis . Uppersaddle Riv-er.
Henczel, S. (2016). The impact of national library associations on their members, employing organisations and the pro-fession (Doctoral dissertation, RMIT University).
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the academy of marketing science, 43(1), 115-135.
Homans, G. C. (1958). Social behavior as exchange. American journal of sociology, 63(6), 597-606.
Homburg, C., Artz, M., & Wieseke, J. (2012). Marketing performance measurement systems: does comprehensiveness re-ally improve performance?. Journal of marketing, 76(3), 56-77.
Huang, C. W., Ho, F. N., & Chen, Y. C. (2015). Assessing the Effectiveness of Marketing Strategies in Tourist Hotels: An Illustration Using a Multi-Method Approach in Taiwan. Journal of Travel & Tourism Marketing, 32(sup1), S15-S29.
Josiassen, A., Assaf, A. G., & Cvelbar, L. K. (2014). CRM and the bottom line: Do all CRM dimensions affect firm per-formance?. International Journal of Hospitality Management, 36, 130-136.
Lis, M., & Szczepańska-Woszczyna, K. (2015, May). Managing customer relations: The use of CRM system by services company. In Proceedings of the 11th international conference on strategic management and its support by information systems (pp. 66-75).
Lo, A. S., Stalcup, L. D., & Lee, A. (2010). Customer relationship management for hotels in Hong Kong. International Journal of Contemporary Hospitality Management.
Magno, F., Cassia, F. and Bruni, A. (2017), "Adoption and impact of marketing performance assessment systems among travel agencies", International Journal of Contemporary Hospitality Management, 29 (4), 1133-1147. https://doi.org/10.1108/IJCHM-07-2015-0328
Marolt, M., Zimmermann, H. D., Žnidaršič, A., & Pucihar, A. (2020). Exploring social customer relationship management adoption in micro, small and medium-sized enterprises. Journal of theoretical and applied electronic commerce re-search, 15(2), 38-58.
Maroofi, F. (2015). Examining the Effect of Knowledge Management on CRM Prosperity. In Encyclopedia of Information Science and Technology, Third Edition (pp. 4543-4554). IGI Global.
Morgan, N. A., Clark, B. H., & Gooner, R. (2002). Marketing productivity, marketing audits, and systems for marketing performance assessment: Integrating multiple perspectives. Journal of Business Research, 55(5), 363-375.
Morgan, R. E., & Strong, C. A. (2003). Business performance and dimensions of strategic orientation. Journal of Business research, 56(3), 163-176.
Mu, B., Xiao, M., & Gebray, Y. (2015). Implementation and Benefits of CRM in Hotel Industry: A comparative study ofClarion Collection hotel and Scandic hotel in Västerås.
Muhtaseb, B. M., & Daoud, H. E. (2017). Tourism and economic growth in Jordan: Evidence from linear and nonlinear frameworks. International Journal of Economics and Financial Issues, 7(1), 214-223.
Nandeesha, H. G., & Venkatesh, S. (2019). CRITICAL SUCCESS FACTORS IN IMPLEMENTATION OF CRM IN RU-RAL BANKING SECTOR. CLEAR International Journal of Research in Commerce & Management, 10(1).
Nasution, F. N., & Rafiki, A. (2018). The effect of CRM on organization performance: A study of medium enterprises in Indonesia. Journal of Entrepreneurship Education, 21(1), 24-49.
Ngah, A. H., Gabarre, S., Han, H., Rahi, S., Al-Gasawneh, J. A., & Park, S. H. (2021). Intention to purchase halal cosmet-ics: do males and females differ? A multigroup analysis. Cosmetics, 8(1), 19.
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Alananzeh, O. A., Jawabreh, O., Al Mahmoud, A., & Hamada, R. (2018). The impact of customer relationship manage-ment on tourist satisfaction: The case of Radisson Blue Resort in Aqaba city. Journal of Environmental Management & Tourism, 9(2), 227-240.
Al-Azzam, A. F. M. (2016). The impact of customer relationship management on hotels performance in Jor-dan. International Journal of Business and Social Science, 7(4), 200-210.
Albakri, T. & Hadi, A. (2014) The impact on the customer relationship marketing performance management (Analytical study on a sample of Jordanian commercial banks"). magazine of college Administration & Economics for Economic & Administration & Financial Studies, 6(4).
Al-Gasawneh, J. A., & Al-Adamat, A. M. (2020). The relationship between perceived destination image, social media in-teraction and travel intentions relating to Neom city. Academy of Strategic Management Journal, 19(2), 1-12.
Alghasawneh, L. A. S., Akhorshaideh, A. H., Alharafsheh, M., Ghasawneh, A., Al-Gasawneh, J. A., & Al-Hadid, A. Y. (2021). Determinants of Supply Chain Management Practices in Jordanian Pharmaceutical Firms. Solid State Technol-ogy, 64(2), 2986-3001.
Al-Laymoun, M. R. K. (2016). The Impact of Customer Relationship Management on Tourist Satisfaction in Movenpick Resort and Residences in Aqaba, Jordan. European Scientific Journal, 12(11).
Al-Momani, K., & Mohd Noor, N. A. (2009). E-service quality, ease of use, usability and enjoyment as antecedents of e-CRM performance: an empirical investigation in Jordan mobile phone services. The Asian Journal of Technology Management, 2(2), 50-64.
Alshourah, S. M. (2012). The Antecedents of Customer Relationship Management and Impact on Hotels Performance in Jordan (Doctoral dissertation, Universiti Utara Malaysia).
Alshourah, S., Alassaf, H., & Altawalbeh, M. (2018). Roles of Top Management and Customer Orientation in Enhancing the Performance of Customer Relationship Management (CRM) in Hotel Industry. International Journal, 6(3), 233-239.
Alwahaishi, S., & Amine, N. T. (2018). The Efficiency of Listening Tools’ Usage in Customer Relationship Management: The Case of Telecom Companies. International Journal of Marketing, Communication and New Media, 11(6), 31-51.
Ambler, T., Kokkinaki, F., & Puntoni, S. (2004). Assessing marketing performance: reasons for metrics selection. Journal of Marketing Management, 20(3-4), 475-498.
Baron, R. M., & Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: Con-ceptual, strategic, and statistical considerations. Journal of personality and social psychology, 51(6), 1173.
Becker, J.M., Klein, K., & Wetzels, M. (2012). Hierarchical latent variable models in PLS-SEM: Guidelines for using reflective-formative type models. Long Range Planning, 45(5-6), 359-394
Benedettini, O., Swink, M., & Neely, A. (2017). Examining the influence of service additions on manufacturing firms' bankruptcy likelihood. Industrial Marketing Management, 60, 112-125.
Bibi, P. A. L. W. A. S. H. A., Pangil, F., & Johari, J. (2016). HRM practices and employees’ retention: The Moderating Role of Work Environment. European Academic Research, 3(12), 12994-13015.
Boateng, I. A. (2012). Effect of customer relationship management on the performance of banking services in gha-na. Journal of Contemporary Integrative Ideas Volume, 2(1), 13-25.
Bonoma, T. V., & Clark, B. H. (1988). Marketing performance assessment. Harvard Business Review Press.
Chakravarthy, B. S. (1986). Measuring strategic performance. Strategic management journal, 7(5), 437-458.
Chin, W.W. (1998). Commentary: Issues and opinion on structural equation modelling. Management Information Sys-tems Quarterly, 22(1), vii-xvi.
Chin, W. W. (2010). How to write up and report PLS analyses. In Handbook of partial least squares (pp. 655-690). Springer, Berlin, Heidelberg.
Christine, D., Devie, W., & Tarigan, J. (2015). The impact of employee satisfaction on profitability in fashion retail busi-ness in Indonesia. World Applied Sciences Journal, 33(9), 1533-1538.
Chubing, Z., Shenghao, H., & Na, L. (2019). A Literature Review of Social CRM and Future Prospects. Foreign Econom-ics & Management, 41(04), 71-84.
Clark, B. H. (1999). Marketing performance measures: History and interrelationships. Journal of marketing manage-ment, 15(8), 711-732.
Clark, B. H. (2000). Managerial perceptions of marketing performance: efficiency, adaptability, effectiveness and satis-faction. Journal of Strategic Marketing, 8(1), 3-25.
Clark, B. H., & Ambler, T. (2001). Marketing performance measurement: evolution of research and practice. International Journal of Business Performance Management, 3(2-4), 231-244
Coltman, T. (2007). Can superior CRM capabilities improve performance in banking? Journal of Financial Services Mar-keting, 12(2), 102-114.
Dalla Pozza, I., Goetz, O., & Sahut, J. M. (2018). Implementation effects in the relationship between CRM and its perfor-mance. Journal of Business Research, 89, 391-403.
Diffley, S., & McCole, P. (2015). Extending customer relationship management into a social context. The Service Indus-tries Journal, 35(11-12), 591-610.
Emerson, RM. (1976). "Social exchange theory." Annual review of sociology:335-362
Ernst, H., Hoyer, W. D., Krafft, M., & Krieger, K. (2011). Customer relationship management and company perfor-mance—the mediating role of new product performance. Journal of the academy of marketing science, 39(2), 290-306.
EWNETU, S. (2015). THE IMPACT OF CUSTOMER RELATIONSHIP MANAGEMENT ON MARKETING PERFOR-MANCE OF COMMERCIAL BANK OF ETHIOPIA (Doctoral dissertation, St. Mary's University).
Fassott, G., Henseler, J. and Coelho, P.S. (2016), "Testing moderating effects in PLS path models with composite varia-bles", Industrial Management & Data Systems,116(9), 1887-1900. https://doi.org/10.1108/IMDS-06-2016-0248
Fernando, T., & Karunanithy, M. (2015). Impact of Customer Relationship Marketing on Market Performance in Banking Sector–A Study on Bank of Ceylon and Hatton National Bank Customers in Mannar District in Sri Lanka. European Journal of Business and Management, 7(1), 138-145.
Foltean, F. S., Trif, S. M., & Tuleu, D. L. (2019). Customer relationship management capabilities and social media tech-nology use: Consequences on firm performance. Journal of Business Research, 104, 563-575.
Gao, Y. (2010). Measuring marketing performance: a review and a framework. The Marketing Review, 10(1), 25-40.
Gebeyehu, J. (2014). Effects of Customer Relationship Management on Market Performance: A Comparative Perspec-tive (Doctoral dissertation, Mekelle University).
Ghazal, M (2018, Oct 20). Jordan falls two spots in the Global Competitiveness Report. JORDANTIMES, retrieved, https://www.jordantimes.com/news/local/jordanfalls-two-spots-global-competitiveness-report
Greenberg, P. (2010). CRM at the speed of light: Social CRM strategies, tools, and techniques. New York: McGraw-Hill.
Gummesson, E. (2014). Many-to-many marketing as grand theory: A Nordic school contribution. In The service-dominant logic of marketing (pp. 357-371). Routledge.
Gummesson, E., & Mele, C. (2010). Marketing as value co-creation through network interaction and resource integra-tion. Journal of Business Market Management, 4(4), 181-198.
Hair Jr, J. F., Sarstedt, M., Ringle, C. M., & Gudergan, S. P. (2017). Advanced issues in partial least squares structural equation modeling. saGe publications.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. (2006). Multivariate data analysis . Uppersaddle Riv-er.
Henczel, S. (2016). The impact of national library associations on their members, employing organisations and the pro-fession (Doctoral dissertation, RMIT University).
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the academy of marketing science, 43(1), 115-135.
Homans, G. C. (1958). Social behavior as exchange. American journal of sociology, 63(6), 597-606.
Homburg, C., Artz, M., & Wieseke, J. (2012). Marketing performance measurement systems: does comprehensiveness re-ally improve performance?. Journal of marketing, 76(3), 56-77.
Huang, C. W., Ho, F. N., & Chen, Y. C. (2015). Assessing the Effectiveness of Marketing Strategies in Tourist Hotels: An Illustration Using a Multi-Method Approach in Taiwan. Journal of Travel & Tourism Marketing, 32(sup1), S15-S29.
Josiassen, A., Assaf, A. G., & Cvelbar, L. K. (2014). CRM and the bottom line: Do all CRM dimensions affect firm per-formance?. International Journal of Hospitality Management, 36, 130-136.
Lis, M., & Szczepańska-Woszczyna, K. (2015, May). Managing customer relations: The use of CRM system by services company. In Proceedings of the 11th international conference on strategic management and its support by information systems (pp. 66-75).
Lo, A. S., Stalcup, L. D., & Lee, A. (2010). Customer relationship management for hotels in Hong Kong. International Journal of Contemporary Hospitality Management.
Magno, F., Cassia, F. and Bruni, A. (2017), "Adoption and impact of marketing performance assessment systems among travel agencies", International Journal of Contemporary Hospitality Management, 29 (4), 1133-1147. https://doi.org/10.1108/IJCHM-07-2015-0328
Marolt, M., Zimmermann, H. D., Žnidaršič, A., & Pucihar, A. (2020). Exploring social customer relationship management adoption in micro, small and medium-sized enterprises. Journal of theoretical and applied electronic commerce re-search, 15(2), 38-58.
Maroofi, F. (2015). Examining the Effect of Knowledge Management on CRM Prosperity. In Encyclopedia of Information Science and Technology, Third Edition (pp. 4543-4554). IGI Global.
Morgan, N. A., Clark, B. H., & Gooner, R. (2002). Marketing productivity, marketing audits, and systems for marketing performance assessment: Integrating multiple perspectives. Journal of Business Research, 55(5), 363-375.
Morgan, R. E., & Strong, C. A. (2003). Business performance and dimensions of strategic orientation. Journal of Business research, 56(3), 163-176.
Mu, B., Xiao, M., & Gebray, Y. (2015). Implementation and Benefits of CRM in Hotel Industry: A comparative study ofClarion Collection hotel and Scandic hotel in Västerås.
Muhtaseb, B. M., & Daoud, H. E. (2017). Tourism and economic growth in Jordan: Evidence from linear and nonlinear frameworks. International Journal of Economics and Financial Issues, 7(1), 214-223.
Nandeesha, H. G., & Venkatesh, S. (2019). CRITICAL SUCCESS FACTORS IN IMPLEMENTATION OF CRM IN RU-RAL BANKING SECTOR. CLEAR International Journal of Research in Commerce & Management, 10(1).
Nasution, F. N., & Rafiki, A. (2018). The effect of CRM on organization performance: A study of medium enterprises in Indonesia. Journal of Entrepreneurship Education, 21(1), 24-49.
Ngah, A. H., Gabarre, S., Han, H., Rahi, S., Al-Gasawneh, J. A., & Park, S. H. (2021). Intention to purchase halal cosmet-ics: do males and females differ? A multigroup analysis. Cosmetics, 8(1), 19.
Gladson Nwokah, N. (2009), "Customer‐focus, competitor‐focus and marketing performance", Measuring Business Excel-lence, 13(3), 20-28. https://doi.org/10.1108/13683040910984293
Pan, B., & Crotts, J. C. (2012). Theoretical models of social media, marketing implications, and future research direc-tions. Social media in travel, Tourism and hospitality: Theory, practice and cases, 1, 73-86.
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