Social customer relationship management: an integrated conceptual framework
Journal article
Dewnarain, S, Ramkissoon, H and Mavondo, F. 2018. Social customer relationship management: an integrated conceptual framework. Journal of Hospitality Marketing & Management.. https://doi.org/10.1080/19368623.2018.1516588
| Authors | Dewnarain, S, Ramkissoon, H and Mavondo, F. |
|---|---|
| Abstract | In recent years, the concept of customer relationship management (CRM) has undergone a major change from being a strategy that focused solely on establishing financial bonds with customers to one that promotes both transactional and interactional relationships with customers. This has given rise to a new form of CRM which is known as social customer relationship management (SCRM) or CRM 2.0. Hence, this study develops and proposes a conceptual model to address relationships between customer relationship management, social media technologies, customer engagement, positive word of mouth and brand loyalty. This paper brings significant contributions to hospitality CRM literature and marketing communication theory. It serves as a reference for hospitality practitioners who can derive insights on the potential economic advantage such as brand loyalty and consumer behaviour benefits in the form of positive word of mouth which can result from the effective implementation of a SCRM strategy. |
| Year | 2018 |
| Journal | Journal of Hospitality Marketing & Management. |
| Publisher | Taylor & Francis |
| ISSN | 19368623 |
| 19368631 | |
| Digital Object Identifier (DOI) | https://doi.org/10.1080/19368623.2018.1516588 |
| Web address (URL) | http://hdl.handle.net/10545/623994 |
| hdl:10545/623994 | |
| Publication dates | 15 Oct 2018 |
| Publication process dates | |
| Deposited | 18 Jul 2019, 13:33 |
| Contributors | Monash University |
Permalink -
https://repository.derby.ac.uk/item/93994/social-customer-relationship-management-an-integrated-conceptual-framework
65
total views0
total downloads5
views this month0
downloads this month
Export as
Related outputs
Consequences of local culinary memorable experience: Evidence from TikTok influencers
Shoukat, M.H., Selem, K.M., Elgammal, I, Ramkissoon, H. and Amponsah, M. 2023. Consequences of local culinary memorable experience: Evidence from TikTok influencers. Acta Psychologica. 238, pp. 1-13. https://doi.org/10.1016/j.actpsy.2023.103962Loneliness, travel nostalgia, subjective well-being and prevention regulatory focus: a moderated mediation model analysis
Deniz Karagöz and Haywantee Ramkissoon 2023. Loneliness, travel nostalgia, subjective well-being and prevention regulatory focus: a moderated mediation model analysis. Current Issues in Tourism. pp. 1-17. https://doi.org/10.1080/13683500.2023.2175201
A Systematic and Critical Review of Leadership Styles in Contemporary Hospitality: A Roadmap and a Call for Future Research
ElKhwesky, Zakaria, Salem, Islam, Ramkissoon, Haywantee and astabÑeda, Alberto J. 2022. A Systematic and Critical Review of Leadership Styles in Contemporary Hospitality: A Roadmap and a Call for Future Research. International Journal of Contemporary Hospitality Management. https://doi.org/10.1108/IJCHM-09-2021-1128Yoga travellers’ experiences in guided tours: A multiple case study approach
Öğretmenoğlu, Mert, Ozan, Atsiz and Ramkissoon, Haywantee 2022. Yoga travellers’ experiences in guided tours: A multiple case study approach. Current Issues in Tourism. https://doi.org/10.1080/13683500.2022.2032616Face consciousness, personal norms, and environmentally responsible behavior of Chinese tourists: Evidence from a lake tourism site
Wu, Jianxing, Wu, Homer, Hsieh, Allen and Ramkissoon, Haywantee 2022. Face consciousness, personal norms, and environmentally responsible behavior of Chinese tourists: Evidence from a lake tourism site. Journal of Hospitality and Tourism Management. https://doi.org/10.1016/j.jhtm.2022.01.010Evolving effects of COVID-19 safety precaution expectations, risk avoidance, and socio-demographics factors on customer hesitation toward patronizing restaurants and hotels
Chi, Christina G, Ekinci, Yuksel, Ramkissoon, Haywantee and Thorpe, Alistair 2022. Evolving effects of COVID-19 safety precaution expectations, risk avoidance, and socio-demographics factors on customer hesitation toward patronizing restaurants and hotels. Journal of Hospitality Marketing & Management.. https://doi.org/10.1080/19368623.2022.2021581Pro-sociality in times of separation and loss
Ramkissoon, Haywantee 2021. Pro-sociality in times of separation and loss. Current Opinion in Psychology. https://doi.org/10.1016/j.copsyc.2021.11.008Cultural tourism impacts and place meanings: Focusing on the value of domestic tourism
Ramkissoon, Haywantee 2022. Cultural tourism impacts and place meanings: Focusing on the value of domestic tourism. in: Edward Elgar Publishing.Perceived Visitor Impacts of Cultural Heritage Tourism: The Role of Place Attachment in Memorable Visitor Experiences.
Ramkissoon, Haywantee 2022. Perceived Visitor Impacts of Cultural Heritage Tourism: The Role of Place Attachment in Memorable Visitor Experiences. in: Edward Elgar.Customer delight, engagement, experience, value co-creation, place identity, and revisit intention: a new conceptual framework
Muhammad Haroon Shoukat and Haywantee Ramkissoon 2022. Customer delight, engagement, experience, value co-creation, place identity, and revisit intention: a new conceptual framework. Journal of Hospitality Marketing & Management. 31 (6), pp. 757-775. https://doi.org/10.1080/19368623.2022.2062692Adoption of Entrepreneurial Behaviours in Sports Tourism in Developing Countries
Reza Heydari, Mohammad Keshtidar, Haywantee Ramkissoon, Mahdi Esfahani and Ehsan Asadollahi 2022. Adoption of Entrepreneurial Behaviours in Sports Tourism in Developing Countries. Highlights of Sustainability. (1), pp. 41-53. https://doi.org/10.54175/hsustain1020004Innovation, wine tourism, and sustainable winegrowing in cool climate regions: a longitudinal international comparative analysis
Baird, Tim, Hall, Michael, Castka, Pavel and Ramkissoon, Haywantee 2022. Innovation, wine tourism, and sustainable winegrowing in cool climate regions: a longitudinal international comparative analysis. in: Edward Elgar.Social media and tourists’ behaviors: post-COVID-19
Majeed, Salman and Ramkissoon, Haywantee 2022. Social media and tourists’ behaviors: post-COVID-19. in: Edward Elgar.Innovative and Sustainable Food Production and Food Consumption Entrepreneurship: A Conceptual Recipe for Delivering Development Success in South Africa
Samkange, Faith, Ramkissoon, Haywantee, Chipumuro, Juiliet, Wanyama, Henry and Chawla, Gaurav 2021. Innovative and Sustainable Food Production and Food Consumption Entrepreneurship: A Conceptual Recipe for Delivering Development Success in South Africa. Sustainability. https://doi.org/10.3390/su131911049Social Bonding and Public Trust/Distrust in COVID-19 Vaccines
Ramkissoon, Haywantee 2021. Social Bonding and Public Trust/Distrust in COVID-19 Vaccines. Sustainability. 13 (18), p. 10248. https://doi.org/10.3390/su131810248Place Affect Interventions during and post the COVID-19 Pandemic
Ramkissoon, Haywantee 2021. Place Affect Interventions during and post the COVID-19 Pandemic. Frontiers in Psychology. https://doi.org/10.3389/fpsyg.2021.726685Place and Post-Pandemic Flourishing: Disruption, Adjustment, and Healthy Behaviors
Counted, Victor, Cowden, Richard and Ramkissoon, Haywantee 2021. Place and Post-Pandemic Flourishing: Disruption, Adjustment, and Healthy Behaviors. Springer.A content analysis for government’s and hotels’ response to COVID-19 pandemic in Egypt
Islam, Salem, Elshwesky, Zakaria and Ramkissoon, Haywantee 2021. A content analysis for government’s and hotels’ response to COVID-19 pandemic in Egypt. Tourism and Hospitality Research. https://doi.org/10.1177/14673584211002614Social customer relationship management: A customer perspective
Dewnarain, Senika, Ramkissoon, Haywantee and Mavondo, Felix 2021. Social customer relationship management: A customer perspective. Journal of Hospitality Marketing & Management.. https://doi.org/10.1080/19368623.2021.1884162Application of machine learning to predict visitors’ green behaviours in marine protected areas: evidence from Cyprus
Rezapouraghdam, Hamed, Akshiq, Arash and Ramkissoon, Haywantee 2021. Application of machine learning to predict visitors’ green behaviours in marine protected areas: evidence from Cyprus. Journal of Sustainable Tourism. https://doi.org/10.1080/09669582.2021.1887878Antecedents and outcomes of resident empowerment through tourism
Aleshinloye, Kayode, Woosnam, Kyle, Tasci, Asli and Ramkissoon, Haywantee 2021. Antecedents and outcomes of resident empowerment through tourism. Journal of Travel Research. https://doi.org/10.1177/0047287521990437Perceived social impacts of tourism and quality-of-life: A new conceptual model
Ramkissoon, Haywantee 2020. Perceived social impacts of tourism and quality-of-life: A new conceptual model. Journal of Sustainable Tourism. https://doi.org/10.1080/09669582.2020.1858091Corporate social responsibility at LUX* resorts and hotels: Satisfaction and loyalty implications for employee and customer social responsibility
Ramkissoon, Haywantee, Mavondo, Felix and Sowamber, Vishnee 2020. Corporate social responsibility at LUX* resorts and hotels: Satisfaction and loyalty implications for employee and customer social responsibility. Sustainability. 12 (22), p. 9745. https://doi.org/10.3390/su12229745Health, wellness and place attachment during and post health pandemics
Ramkissoon, Haywantee and Majeed, Salman 2020. Health, wellness and place attachment during and post health pandemics. Frontiers in Psychology. https://doi.org/10.3389/fpsyg.2020.573220Augmented reality application for visitor experiences in nature based tourism
Azizul, Hassan and Ramkissoon, Haywantee 2021. Augmented reality application for visitor experiences in nature based tourism. in: CABI.Industrialization of nature in the time of complexity unawareness, the case of Chitgar lake, Iran
Akshik, Arash, Rezapour, Hamed and Ramkissoon, Haywantee 2020. Industrialization of nature in the time of complexity unawareness, the case of Chitgar lake, Iran. Journal of Hospitality & Tourism Research. https://doi.org/10.1177/1096348020964949COVID-19 place confinement, pro-social, pro-environmental behaviors, and residents’ wellbeing: a new conceptual framework
Ramkissoon, Haywantee 2020. COVID-19 place confinement, pro-social, pro-environmental behaviors, and residents’ wellbeing: a new conceptual framework. Frontiers in Psychology. https://doi.org/10.3389/fpsyg.2020.02248Distributed leadership in DMOs: a review of literature and directions for future research
Hristov, Dean, Ramkissoon, Haywantee and Naumov, Nick 2020. Distributed leadership in DMOs: a review of literature and directions for future research. Tourism Planning & Development. https://doi.org/10.1080/21568316.2020.1798688Beauty and elegance: value co-creation in cosmetic surgery tourism
Majeed, Salman, Zhou, Zhimin and Ramkissoon, Haywantee 2020. Beauty and elegance: value co-creation in cosmetic surgery tourism. SAGE OPEN. 10 (2), p. 215824402093253. https://doi.org/10.1177/2158244020932538Local community support in tourism in Mauritius – ray of light by LUX*
Ramkissoon, Haywantee and Sowamber, Vishnee 2020. Local community support in tourism in Mauritius – ray of light by LUX*. in: Routledge.Potentials of tourism products and services in Bangladesh
Hassan, Azizul and Ramkissoon, Haywantee 2020. Potentials of tourism products and services in Bangladesh. in: Routledge.Sport tourists’ preferred event attributes and motives: a case of Sepak Takraw, Malaysia
Zarei, Azadeh and Ramkissoon, Haywantee 2020. Sport tourists’ preferred event attributes and motives: a case of Sepak Takraw, Malaysia. Journal of Hospitality & Tourism Research. https://doi.org/10.1177/1096348020913091Online tourism information and tourist behavior: a structural equation modeling analysis based on a self-administered survey
Majeed, Salman, Zhou, Zhimin, Lu, Changbao and Ramkissoon, Haywantee 2020. Online tourism information and tourist behavior: a structural equation modeling analysis based on a self-administered survey. Frontiers Media. https://doi.org/10.3389/fpsyg.2020.00599Employing a value-belief-norm framework to gauge Carthage residents’ intentions to support sustainable cultural heritage tourism
Megeihi, Huda El, Woosnam, Kyle Maurice, Ribeiro, Manuel Alector, Ramkissoon, Haywantee and Denley, Tara Joyce 2020. Employing a value-belief-norm framework to gauge Carthage residents’ intentions to support sustainable cultural heritage tourism. Journal of Sustainable Tourism. https://doi.org/10.1080/09669582.2020.1738444Impact of sustainability practices on hospitality consumers’ behaviors and attitudes: The case of LUX* resorts & hotels
Sowamber, Vishnee, Ramkissoon, Haywantee and Movondo, Felix 2017. Impact of sustainability practices on hospitality consumers’ behaviors and attitudes: The case of LUX* resorts & hotels. in: Routledge.Hospitality consumers’ decision-making
Ramkissoon, Haywantee 2017. Hospitality consumers’ decision-making. in: The Routledge Handbook of Hospitality Marketing Routledge.Hospitality consumers’ information search behavior reinforcement and displacement of traditional media
Ramkissoon, Haywantee 2017. Hospitality consumers’ information search behavior reinforcement and displacement of traditional media. in: The Routledge Handbook of Hospitality Marketing Routledge.Bringing cross-disciplinarity to the fore: a methodological framework for leadership in destination management organisations
Hristov, Dean and Ramkissoon, Haywantee 2018. Bringing cross-disciplinarity to the fore: a methodological framework for leadership in destination management organisations. in: Edward Elgar Publishing.Migrant workers’ rights, social justice and sustainability in Australian and New Zealand wineries: a comparative context
Baird, Tim, Hall, C. Michael, Castka, Pavel and Ramkissoon, Haywantee 2019. Migrant workers’ rights, social justice and sustainability in Australian and New Zealand wineries: a comparative context. in: Social Sustainability in the Global Wine Industry Palgrave Macmillan/ Springer Nature.Environmentally and financially sustainable tourism
Ramkissoon, Haywantee and Sowamber, Vishnee 2018. Environmentally and financially sustainable tourism. (ICHRIE Research Reports) Richmond VA USA: International Council on Hotel, Restaurant, and Institutional EducationICHRIE.