The effect of customer relationship management practices on airline customer loyalty

Salah, Marwa; Abou-Shouk, Mohamed A.

[journal article]

dc.contributor.author	Salah, Marwa	de
dc.contributor.author	Abou-Shouk, Mohamed A.	de
dc.date.accessioned	2020-02-03T10:54:27Z
dc.date.available	2020-02-03T10:54:27Z
dc.date.issued	2019	de
dc.identifier.issn	2529-1947	de
dc.identifier.uri	https://www.ssoar.info/ssoar/handle/document/66331
dc.description.abstract	Customer satisfaction and loyalty are important concerns for travel providers and have a significant role in maximizing their sales. Therefore, adopting the activities of customer relationship management could help them building strong relationships with customers. This study explores the opinions of EgyptAir passengers on customer relationship management activities adopted by the company and how this affects their satisfaction and loyalty. A questionnaire was used for data collection and structural equation modelling was employed for rigorous findings. Findings revealed a positive significant effect of shared values, bonding, commitment, trust, tangibility, and handling customer conflicts on passenger satisfaction and loyalty.	de
dc.language	en	de
dc.subject.ddc	Wirtschaft	de
dc.subject.ddc	Economics	en
dc.subject.other	CRM; Airlines; loyalty	de
dc.title	The effect of customer relationship management practices on airline customer loyalty	de
dc.description.review	begutachtet (peer reviewed)	de
dc.description.review	peer reviewed	en
dc.source.journal	Journal of Tourism, Heritage & Services Marketing
dc.source.volume	5	de
dc.publisher.country	MISC
dc.source.issue	2	de
dc.subject.classoz	Marketing	de
dc.subject.classoz	Marketing	en
dc.subject.thesoz	Ägypten	de
dc.subject.thesoz	Egypt	en
dc.subject.thesoz	Tourismus	de
dc.subject.thesoz	tourism	en
dc.subject.thesoz	Luftverkehr	de
dc.subject.thesoz	air traffic	en
dc.subject.thesoz	Zufriedenheit	de
dc.subject.thesoz	satisfaction	en
dc.subject.thesoz	Marketing	de
dc.subject.thesoz	marketing	en
dc.subject.thesoz	Kundenbindung	de
dc.subject.thesoz	customer ties	en
dc.identifier.urn	urn:nbn:de:0168-ssoar-66331-7
dc.rights.licence	Creative Commons - Namensnennung, Nicht-kommerz., Weitergabe unter gleichen Bedingungen 4.0	de
dc.rights.licence	Creative Commons - Attribution-NonCommercial-ShareAlike 4.0	en
ssoar.contributor.institution	Fayoum University, University of Sharjah	de
internal.status	formal und inhaltlich fertig erschlossen	de
internal.identifier.thesoz	10034606
internal.identifier.thesoz	10044305
internal.identifier.thesoz	10043783
internal.identifier.thesoz	10035016
internal.identifier.thesoz	10051656
internal.identifier.thesoz	10065134
dc.type.stock	article	de
dc.type.document	Zeitschriftenartikel	de
dc.type.document	journal article	en
dc.source.pageinfo	11-19	de
internal.identifier.classoz	1090405
internal.identifier.journal	1697
internal.identifier.document	32
dc.rights.sherpa	Grüner Verlag	de
dc.rights.sherpa	Green Publisher	en
internal.identifier.ddc	330
dc.identifier.doi	https://doi.org/10.5281/zenodo.3601669	de
dc.description.pubstatus	Veröffentlichungsversion	de
dc.description.pubstatus	Published Version	en
internal.identifier.sherpa	1
internal.identifier.licence	36
internal.identifier.pubstatus	1
internal.identifier.review	1
dc.subject.classhort	20400	de
dc.subject.classhort	40200	de
dc.subject.classhort	10900	de
internal.pdf.wellformed	false
internal.pdf.encrypted	false

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