IDEAS home Printed from https://ideas.repec.org/a/sae/fbbsrw/v7y2018i1p57-65.html
   My bibliography  Save this article

Exploring Relationships Between Customer Satisfaction and Customer Attitude from Customer Relationship Management Viewpoint: An Empirical Study of Leisure Travellers

Author

Listed:
  • Mohita Maggon
  • Harish Chaudhry

Abstract

In the business world, customer relationship management (CRM) has emerged as the main marketing activity of the service firms. Organizations thrive to maintain long-lasting relationships with their customers. The priority of the firms is to maximize the relationship share (RS) with profitable customers. The current study aims at identifying determinants of RS for hotels leisure travellers. The findings indicate that customer satisfaction (CS) and attitude towards the hotel in the relationship are major predictors of RS. Besides, CS indirectly affects RS through customer’s attitude towards the hotel. The findings of the present study will help the practitioners to design CRM programme better and reap its maximum benefits.

Suggested Citation

  • Mohita Maggon & Harish Chaudhry, 2018. "Exploring Relationships Between Customer Satisfaction and Customer Attitude from Customer Relationship Management Viewpoint: An Empirical Study of Leisure Travellers," FIIB Business Review, , vol. 7(1), pages 57-65, March.
    • Handle: RePEc:sae:fbbsrw:v:7:y:2018:i:1:p:57-65
    DOI: 10.1177/2319714518766118
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.1177/2319714518766118
    Download Restriction: no
    File URL: https://libkey.io/10.1177/2319714518766118?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Samridhi Tanwar, 2015. "Customer Perception on Retail Service Quality: The Case of Food and Grocery Retailing," FIIB Business Review, , vol. 4(3), pages 46-55, July.
    2. Ruiying Cai & Christina Geng-Qing Chi, 2018. "The impacts of complaint efforts on customer satisfaction and loyalty," The Service Industries Journal, Taylor & Francis Journals, vol. 38(15-16), pages 1095-1115, December.
    3. Komal Nagar & Shivani Rana, 2015. "Examining Linkages between Brand Image and Purchase Intention of Green Products: The Moderating Role of Perceived Benefits," FIIB Business Review, , vol. 4(2), pages 63-72, April.
    4. Rajagopal & Romulo Sanchez, 2004. "Analysis of Customer Portfolio and Relationship Management Models : Bridging Managerial Dimensions," Microeconomics 0407001, University Library of Munich, Germany.
    5. Abbas Al-Refaie & Ming-Hsien Li & Jong-Hwan Ko, 2012. "Factors Affecting Customer Linking Capabilities and Customer Satisfaction in CRM: Evidence from Jordanian Hotels," International Journal of Customer Relationship Marketing and Management (IJCRMM), IGI Global, vol. 3(4), pages 16-30, October.
    6. Kasiri, Leila Agha & Guan Cheng, Kenny Teoh & Sambasivan, Murali & Sidin, Samsinar Md., 2017. "Integration of standardization and customization: Impact on service quality, customer satisfaction, and loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 35(C), pages 91-97.
    7. Rajat Gera & Sanjiv Mittal & Dharminder Kumar Batra & B Prasad, 2017. "Evaluating the Effects of Service Quality, Customer Satisfaction, and Service Value on Behavioral Intentions with Life Insurance Customers in India," International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), IGI Global, vol. 8(3), pages 1-20, July.
    8. Andreu, Luisa & Aldás, Joaquín & Bigné, J. Enrique & Mattila, Anna S., 2010. "An analysis of e-business adoption and its impact on relational quality in travel agency–supplier relationships," Tourism Management, Elsevier, vol. 31(6), pages 777-787.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. SETYANINGSIH Santi & KELLE Peter, 2022. "Improving Customer Satisfaction For Smes In Emerging Countries: A Comparative Study Of Hungary And Indonesia," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 17(3), pages 204-223, December.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Temperini, Valerio & Gregori, Gian Luca & Pizzichini, Lucia, 2019. "E-learning as a marketing tool for Tour Operators. The ‘Go Academy’ case study," MPRA Paper 94075, University Library of Munich, Germany.
    2. Wenxin & W. & Bentum-Micah & G. & Zhiqiang & M. & Bing & L. & Asabea Addo & A. & Boadi & B.E. & Atuahene & A.S. & Bondzie-Micah & V., 2020. "The Influence of Encounter Service Quality on Patient Satisfaction: An Empirical Study in Chinese Public Hospitals," International Journal of Economics & Business Administration (IJEBA), International Journal of Economics & Business Administration (IJEBA), vol. 0(3), pages 461-477.
    3. Phichhang Ou & Sidet Thet & Venviv Soem & Phannet Hor & Laisoeung Ean & Davann Theng, 2024. "Determinants of customer satisfaction of mobile network providers in Cambodia: a study of hybrid model of structural equation modeling (SEM) and artificial neural network (ANN)," SN Business & Economics, Springer, vol. 4(8), pages 1-31, August.
    4. Laith Walid Fatafta & Bader Obeidat & Ashraf Bany Mohammed & Raed Kareem Kanaan, 2019. "The Effect of Information Technology on Organizational Performance: The Mediating Role of Quality Management Capabilities," Journal of Social Sciences (COES&RJ-JSS), , vol. 8(3), pages 456-480, July.
    5. Nguyen Huy Khanh & Hoang Thuy Dam Luong, 2022. "Customer behavioral intentions in accepting technology-based ride-hailing service: Empirical study from Vietnam," Management & Marketing, Sciendo, vol. 17(3), pages 272-291, September.
    6. Thakur, Ramendra & Workman, Letty, 2016. "Customer portfolio management (CPM) for improved customer relationship management (CRM): Are your customers platinum, gold, silver, or bronze?," Journal of Business Research, Elsevier, vol. 69(10), pages 4095-4102.
    7. Catherine Njoki Chege & Kenneth Wanjau & Severina Nkirina, 2019. "Relationship between empathy dimension and customer satisfaction in the insurance industry in Kenya," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 8(6), pages 357-366, October.
    8. Noor Ul Hadi & Nadia Aslam & Amir Gulzar, 2019. "Sustainable Service Quality and Customer Loyalty: The Role of Customer Satisfaction and Switching Costs in the Pakistan Cellphone Industry," Sustainability, MDPI, vol. 11(8), pages 1-17, April.
    9. Laith Walid Fatafta & Shaker Habis Nawafleh & Heba Eid Al Darwaish, 2019. "Reviewing the Mediating Role of Quality Management Capabilities on the Effect of Information Technology on Organizational Performance," Journal of Business & Management (COES&RJ-JBM), , vol. 7(3), pages 234-251, July.
    10. Sassanelli, Claudio & Pacheco, Diego A. de J., 2024. "The impact of the internet of things on the perceived quality and customer involvement of smart product-service systems," Technological Forecasting and Social Change, Elsevier, vol. 198(C).
    11. Rawan Alafeshat & Uju Violet Alola, 2018. "Investigating the Nexus of Service Quality and Customer Loyalty in Banking Industry via the Mediating Role of Customer Satisfaction," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 4(3), pages 167-176, September.
    12. Aashish Argade & Arnab Kumar Laha & Anand Kumar Jaiswal, 2022. "Electronic marketplaces under conditions of oligopsony and relational marketing – an empirical exploration of electronic agricultural markets in India," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(3), pages 1541-1554, September.
    13. Llach, Josep & Marimon, Frederic & Alonso-Almeida, María del Mar & Bernardo, Merce, 2013. "Determinants of online booking loyalties for the purchasing of airline tickets," Tourism Management, Elsevier, vol. 35(C), pages 23-31.
    14. Morimura, Fumikazu & Sakagawa, Yuji, 2018. "Information technology use in retail chains: Impact on the standardisation of pricing and promotion strategies and performance," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 81-91.
    15. Prentice, Catherine & Dominique-Ferreira, Sergio & Ferreira, Andreia & Wang, Xuequn (Alex), 2022. "The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    16. Adnan Muhammad Shah & Xiangbin Yan & Samia Tariq & Salim Khan, 2021. "Listening to the patient voice: using a sentic computing model to evaluate physicians’ healthcare service quality for strategic planning in hospitals," Quality & Quantity: International Journal of Methodology, Springer, vol. 55(1), pages 173-201, February.
    17. Zhiting Song & Yanming Sun & Jiafu Wan & Lingli Huang & Jianhua Zhu, 2019. "Smart e-commerce systems: current status and research challenges," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(2), pages 221-238, June.
    18. Agarwal, Reeti & Mehrotra, Ankit & Misra, Dheeraj, 2022. "Customer happiness as a function of perceived loyalty program benefits - A quantile regression approach," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    19. Audrezet, Alice & Parguel, Béatrice, 2018. "Using the Evaluative Space Grid to better capture manifest ambivalence in customer satisfaction surveys," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 285-295.
    20. Park, Eunil, 2019. "Motivations for customer revisit behavior in online review comments: Analyzing the role of user experience using big data approaches," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 14-18.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sae:fbbsrw:v:7:y:2018:i:1:p:57-65. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: SAGE Publications (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.