Journal of Hospitality Application and Research

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Impact of Information Systems on Customer Relationship Marketing in the Hotel Industry during COVID-19


Affiliations
1 Banarsidas Chandiwala Institute of Hotel Management & Catering Technology Kalkaji, Delhi, India
2 LPU, Jalandhar, Punjab, India
     

   Subscribe/Renew Journal


This article examines the impact of information systems on customer relationship marketing in the hotel industry during COVID-19. A structured questionnaire was developed to gather data from users connected with the hotel industry in Delhi/ NCR associated with HAI for the study. The research design used for the study is quantitative data analysis that was helpful in the collection of deep and trustworthy data in the field. Regression analyses has been employed to measure the relationships and impact among the dependent and independent variables. The findings of this study provide significant insight for the planners and marketers in the hotel industry into the benefits of information systems usage in customer relationship marketing during COVID-19. The study contributes to institutional theory and customer utility theory..

Keywords

Customer Relationship Marketing (CRM), Indian Hotels, Information Systems (is), COVID-19, National Capital Region (NCR), Hotel Association of India (HAI)
Subscription Login to verify subscription
User
Notifications
Font Size


  • Ballantyne, D., Christopher, M., & Payne, A. (2003). Relationship marketing: Looking back, looking forward. Marketing Theory, 3(1), 159-166.

  • Buhalis, D., & Licata, M. C. (2002). The future etourism intermediaries. Tourism Management, 23(3), 207-220. doi:10.1016/ S0261-5177(01)00085-1

  • Chan, J. F. W., Yuan, S., Kok, K.-H., To, K. K.-K., Chu, H., Yang, J.,… Yue, K.-Y. (2020). A familial cluster of pneumonia associated with the 2019 novel coronavirus indicating person-to-person transmission: A study of a family cluster. The Lancet, 39(10223), 514-523.

  • Chen, M. J. (2007). The impact of the SARS outbreak on Taiwanese hotel stock performance: An event-study approach. International Journal of Hospitality Management, 26(1), 200-212.

  • Christopher, M., Payne, A., & Ballantyne, D. (1991). Relationship marketing - Bringing quality, customer service and marketing together (p. 204). Oxford.

  • Courtney, E. (2020). COVID-19 will cause a significant decline in global RevPAR, cash flow, for rated lodging companies.

  • Davenport, T., Guha, A., Grewal, D., & Bressgott, T. (2020). How artificial intelligence will change the future of marketing. Journal of the Academy of Marketing Science, 48, 24-42.

  • Wulf, K. D., Odekerken, G., & Lacubucci, D. (2001). Investments in consumer relationships: A cross-country and cross-industry exploration. Journal of Marketing, 65(4), 33-50.

  • Debnath, R., Datta, B., & Mukhopadhyay, S. (2016). Customer relationship management theory and research in the new millennium: Directions for future research. Journal of Relationship Marketing, 15(4), 299-325.

  • Doyle, P. (2001). Building value-based branding strategies. Journal of Strategic Marketing, 255-268.

  • Shainesh, G., & Sheth, J. N. (2019). Customer relationship management.

  • Guevara, G. (2020). Open letter from WTTC to governments.

  • Gummesson, E. (2011). Total relationship marketing (3rd ed., pp. 1-376).

  • Gustafsson, A., Johansson, M. D., & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of Marketing, 69(4), 210-218.

  • Gil-Gomez, H., Guerola-Navarro, V., Oltra-Badenes, R., & LozanoQuilis, A. (2020). Customer relationship management: Digital transformation and sustainable business model innovation. Economic Research, 33(1), 2733-2750.

  • Hoisington, A. (2020). 5 insights about how the COVID-19 pandemic will affect hotels. Retrieved May 22, 2020, from https:// www.hotelmanagement.net/own/roundup-5-insights-abouthowcovid19-pandemic-will-affect-hotels html

  • Huang, M. H., & Rust, R. T. (2018). Artificial intelligence in service. Journal of Service Research, 21(2), 155-172.

  • Huang, M. H., & Rust, R. T. (2020). Engaged to a robot? The role of AI in service. Journal of Service Research, 24(1), 30-41. doi:10.1177/1094670520902266

  • Kelly. (2001). Analytical CRM: The fusion of data and intelligence. Interactive marketing. Interactive Marketing, 1(3), 262-226.

  • Kim, W. G., & Cha, Y. (2002). Antecedents and consequences of relations quality in hotel industry. International Journal of Hospitality Management, 27(4), 321-338.

  • KPMG. (2003). KPMG tourism expenditure monitor for major canadian markets. Ottawa: Hotel Association of Canada.

  • Chun-Min, K., Li-Cheng, C., & Chin-Yao, T. (2017). Investigating an innovative service with hospitality robots. International Journal of Contemporary Hospitality Management, 29(5), 1305-1321.

  • Li, J. J., Bonn, M. A., & Ye, B. H. (2019). Hotel employee’s artificial intelligence and robotics awareness and its impact on turnover intention: The moderating roles of perceived organizational support and competitive psychological climate. Tourism Management, 73, 172-181.

  • Lin, Y., Su, H.-Y., & Chien, S. (2006). A knowledge-enabled procedure for customer relationship management. Industrial Marketing Management, 35(4), 446-456.

  • Lu, L., Cai, R., & Gursoy, D. (2019). Developing and validating a service robot integration willingness scale. International Journal of Hospitality Management, 80, 36-51.

  • Cosic, M., & Djuric, M. D. (2010). Relationship marketing in the tourist services sector. UTMS Journal of Economics, 1(1), 53-60.

  • Mariani, M. M., & Perez Vega, R. P. (2020). Beyond the hype: Psychological mechanisms enabling the acceptance, adoption, and engagement with Artificial Intelligence technology in marketing. Psychology and Marketing, 38(7), 1-4.

  • Mariani, M. B. (2018). Business intelligence and big data in hospitality and tourism: A systematic literature review. International Journal of Contemporary Hospitality Management, 30(10), 3514-3554.

  • McIlroy, A., & Barnett, S. (2000). Building customer relationships: Do discount cards work? Journal of Service Theory and Practice, 10(6), 347-355. doi:10.1108/09604520010351491

  • Parasuraman, A., Berry, L. L., & Zeithmal, V. A. (2006). Perceived service quality as a customer-based performance measure: An empirical examination of organizational barriers using an extended service quality model. Human Resourc Managaement, 30(3), 335-364.

  • Rezvani, M., Gilaninia, S., & Mousavian, S. J. (2011). The effect of relationship marketing dimensions by customer satisfaction to customer loyalty. Australian Journal of Basic and Applied Sciences, 5(9), 1547-1553.

  • Rizan, M., Warokka, A., & Listyawati, D. (2014). Relationship marketing and customer loyalty: Do customer satisfaction and customer trust really serve as intervening variables? Journal of Marketing Research and Case Studies.

  • Sivesan, T. (2012). Customer relationship marketing and customer satisfaction. Global Journal of Management and Business Research.

  • Tung, V. W. S., & Au, N. (2018). Exploring customer experiences with robotics in hospitality. International Journal of Contemporary Hospitality Management, 30(7), 2680-2697.

  • Tuominen, P. P., & Ascenção, M. P. (2016). The hotel of tomorrow: A service design approach. Journal of Vacation Marketing, 22(3), 279-292. doi:10.1177/1356766716637102

  • Tussyadiah, L. (2020). A review of research into automation in tourism: Launching the annals of tourism research curated collection on artificial intelligence and robotics in tourism. Annals of Tourism Research, 81.

  • Wang, Y., & Feng, H. (2012). Customer relationship management capabilities: Measurement, antecedents and consequences. Management Decision, 50(1), 115-129. doi:10.1108/00251741211194903

  • Wen, J., Liu, X., & Yu, C. E. (2020). Exploring the roles of smart services in Chinese senior tourists’ travel experiences: An application of psychological reactance theory. An International Journal of Tourism and Hospitality Research, 31(4), 666-669.

  • Wu, S.-L., & Lu, C. L. (2012). The relationship between CRM, RM, and business performance: A study of the hotel industry in Taiwan. International Journal of Hospitality Management, 31(1), 276-285.

  • Zabin, J. (2019). Artificial intelligence: Working hand in hand with hotel staff.


Abstract Views: 629

PDF Views: 0




  • Impact of Information Systems on Customer Relationship Marketing in the Hotel Industry during COVID-19

Abstract Views: 629  |  PDF Views: 0

Authors

Indrajit Chaudhury
Banarsidas Chandiwala Institute of Hotel Management & Catering Technology Kalkaji, Delhi, India
Hafizullah Dar
LPU, Jalandhar, Punjab, India

Abstract


This article examines the impact of information systems on customer relationship marketing in the hotel industry during COVID-19. A structured questionnaire was developed to gather data from users connected with the hotel industry in Delhi/ NCR associated with HAI for the study. The research design used for the study is quantitative data analysis that was helpful in the collection of deep and trustworthy data in the field. Regression analyses has been employed to measure the relationships and impact among the dependent and independent variables. The findings of this study provide significant insight for the planners and marketers in the hotel industry into the benefits of information systems usage in customer relationship marketing during COVID-19. The study contributes to institutional theory and customer utility theory..

Keywords


Customer Relationship Marketing (CRM), Indian Hotels, Information Systems (is), COVID-19, National Capital Region (NCR), Hotel Association of India (HAI)

References