Vol. 5, Iss. 2, 2019
The effect of customer relationship management practices on airline customer loyalty
Marwa Salah (ORCiD), Fayoum University, Egypt, Mohamed A. Abou-Shouk (ORCiD), University of Sharjah, United Arab Emirates
Published online: 30 November 2019, JTHSM, 5(2), pp.11-19.
URN: urn:nbn:de:0168-ssoar-66331-7, DOI: 10.5281/zenodo.3601669
DataCite XML Export
| <?xml version=’1.0′ encoding=’utf-8′?> <resource xmlns:xsi=”http://www.w3.org/2001/XMLSchema-instance” xmlns=”http://datacite.org/schema/kernel-4″ xsi:schemaLocation=”http://datacite.org/schema/kernel-4 http://schema.datacite.org/meta/kernel-4.1/metadata.xsd”> <identifier identifierType=”DOI”>10.5281/zenodo.3601669</identifier> <creators> <creator> <creatorName>Marwa Salah</creatorName> <affiliation>Fayoum University</affiliation> </creator> <creator> <creatorName>Mohamed A. Abou-Shouk</creatorName> <nameIdentifier nameIdentifierScheme=”ORCID” schemeURI=”http://orcid.org/”>0000-0002-5438-3268</nameIdentifier> <affiliation>University of Sharjah</affiliation> </creator> </creators> <titles> <title>The effect of customer relationship management practices on airline customer loyalty</title> </titles> <publisher>Zenodo</publisher> <publicationYear>2020</publicationYear> <subjects> <subject>CRM</subject> <subject>Airlines</subject> <subject>Satisfaction</subject> <subject>loyalty</subject> <subject>EgyptAir</subject> <subject>Egypt</subject> </subjects> <dates> <date dateType=”Issued”>2020-01-08</date> </dates> <resourceType resourceTypeGeneral=”Text”>Journal article</resourceType> <alternateIdentifiers> <alternateIdentifier alternateIdentifierType=”url”>https://zenodo.org/record/3601669</alternateIdentifier> </alternateIdentifiers> <relatedIdentifiers> <relatedIdentifier relatedIdentifierType=”ISSN” relationType=”IsPartOf”>2529-1947</relatedIdentifier> <relatedIdentifier relatedIdentifierType=”DOI” relationType=”IsVersionOf”>10.5281/zenodo.3601668</relatedIdentifier> </relatedIdentifiers> <rightsList> <rights rightsURI=”http://creativecommons.org/licenses/by/4.0/legalcode”>Creative Commons Attribution 4.0 International</rights> <rights rightsURI=”info:eu-repo/semantics/openAccess”>Open Access</rights> </rightsList> <descriptions> <description descriptionType=”Abstract”><p><em>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.</em>&nbsp;</p></description> <description descriptionType=”Other”>SUBMITTED: OCTOBER 2018, REVISION SUBMITTED: FEBRUARY 2019, ACCEPTED: MAY 2019, REFEREED ANONYMOUSLY, PUBLISHED ONLINE: 30 NOVEMBER 2019</description> </descriptions> </resource> |