{"id":2820,"date":"2020-05-03T16:31:56","date_gmt":"2020-05-03T15:31:56","guid":{"rendered":"https:\/\/www.jthsm.gr\/?page_id=2820"},"modified":"2020-09-22T12:57:09","modified_gmt":"2020-09-22T11:57:09","slug":"vol-5-iss-2-2019-8","status":"publish","type":"page","link":"https:\/\/www.jthsm.gr\/?page_id=2820","title":{"rendered":"Vol. 5, Iss. 2, 2019"},"content":{"rendered":"\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n<\/div>\n\n\n\n<ul class=\"wp-block-social-links alignright is-layout-flex wp-block-social-links-is-layout-flex\">\n\n<li class=\"wp-social-link wp-social-link-facebook  wp-block-social-link\"><a href=\"https:\/\/www.facebook.com\/journaloftourismheritageandservicesmarketing\/\" class=\"wp-block-social-link-anchor\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" version=\"1.1\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" aria-hidden=\"true\" focusable=\"false\"><path d=\"M12 2C6.5 2 2 6.5 2 12c0 5 3.7 9.1 8.4 9.9v-7H7.9V12h2.5V9.8c0-2.5 1.5-3.9 3.8-3.9 1.1 0 2.2.2 2.2.2v2.5h-1.3c-1.2 0-1.6.8-1.6 1.6V12h2.8l-.4 2.9h-2.3v7C18.3 21.1 22 17 22 12c0-5.5-4.5-10-10-10z\"><\/path><\/svg><span class=\"wp-block-social-link-label screen-reader-text\">Facebook<\/span><\/a><\/li>\n\n<li class=\"wp-social-link wp-social-link-twitter  wp-block-social-link\"><a href=\"https:\/\/twitter.com\/intent\/tweet?original_referer=https%3A%2F%2Fpublish.twitter.com%2F&#038;ref_src=twsrc%5Etfw&#038;text=Journal%20of%20Tourism%2C%20Heritage%20%26%20Services%20Marketing&#038;tw_p=tweetbutton&#038;url=http%3A%2F%2Fwww.jthsm.gr\/?page_id=647\" class=\"wp-block-social-link-anchor\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" version=\"1.1\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" aria-hidden=\"true\" focusable=\"false\"><path d=\"M22.23,5.924c-0.736,0.326-1.527,0.547-2.357,0.646c0.847-0.508,1.498-1.312,1.804-2.27 c-0.793,0.47-1.671,0.812-2.606,0.996C18.324,4.498,17.257,4,16.077,4c-2.266,0-4.103,1.837-4.103,4.103 c0,0.322,0.036,0.635,0.106,0.935C8.67,8.867,5.647,7.234,3.623,4.751C3.27,5.357,3.067,6.062,3.067,6.814 c0,1.424,0.724,2.679,1.825,3.415c-0.673-0.021-1.305-0.206-1.859-0.513c0,0.017,0,0.034,0,0.052c0,1.988,1.414,3.647,3.292,4.023 c-0.344,0.094-0.707,0.144-1.081,0.144c-0.264,0-0.521-0.026-0.772-0.074c0.522,1.63,2.038,2.816,3.833,2.85 c-1.404,1.1-3.174,1.756-5.096,1.756c-0.331,0-0.658-0.019-0.979-0.057c1.816,1.164,3.973,1.843,6.29,1.843 c7.547,0,11.675-6.252,11.675-11.675c0-0.178-0.004-0.355-0.012-0.531C20.985,7.47,21.68,6.747,22.23,5.924z\"><\/path><\/svg><span class=\"wp-block-social-link-label screen-reader-text\">Twitter<\/span><\/a><\/li>\n\n\n\n<li class=\"wp-social-link wp-social-link-linkedin  wp-block-social-link\"><a href=\"https:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https:\/\/www.jthsm.gr\/?page_id=806\" class=\"wp-block-social-link-anchor\"><svg width=\"24\" height=\"24\" viewBox=\"0 0 24 24\" version=\"1.1\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" aria-hidden=\"true\" focusable=\"false\"><path d=\"M19.7,3H4.3C3.582,3,3,3.582,3,4.3v15.4C3,20.418,3.582,21,4.3,21h15.4c0.718,0,1.3-0.582,1.3-1.3V4.3 C21,3.582,20.418,3,19.7,3z M8.339,18.338H5.667v-8.59h2.672V18.338z M7.004,8.574c-0.857,0-1.549-0.694-1.549-1.548 c0-0.855,0.691-1.548,1.549-1.548c0.854,0,1.547,0.694,1.547,1.548C8.551,7.881,7.858,8.574,7.004,8.574z M18.339,18.338h-2.669 v-4.177c0-0.996-0.017-2.278-1.387-2.278c-1.389,0-1.601,1.086-1.601,2.206v4.249h-2.667v-8.59h2.559v1.174h0.037 c0.356-0.675,1.227-1.387,2.526-1.387c2.703,0,3.203,1.779,3.203,4.092V18.338z\"><\/path><\/svg><span class=\"wp-block-social-link-label screen-reader-text\">LinkedIn<\/span><\/a><\/li>\n\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n<\/div>\n\n\n\n<p class=\"has-medium-font-size\"><strong><span style=\"color:#1b3fab\" class=\"has-inline-color\">The effect of customer relationship management practices on airline customer loyalty<\/span><\/strong><\/p>\n\n\n\n<p><em><strong>Marwa Salah<\/strong> <em>(<a rel=\"noreferrer noopener\" href=\"https:\/\/orcid.org\/0000-0001-9677-1819\" target=\"_blank\">ORCiD<\/a>),<\/em> Fayoum University, Egypt,<\/em> <em><strong>Mohamed A. Abou-Shouk<\/strong> <em>(<a rel=\"noreferrer noopener\" href=\"https:\/\/orcid.org\/0000-0002-5438-3268\" target=\"_blank\">ORCiD<\/a>),<\/em> University of Sharjah, United Arab Emirates<\/em><br>Published online: 30 November 2019, JTHSM, 5(2), pp.11-19.<\/p>\n\n\n\n<p>URN:&nbsp;<a rel=\"noreferrer noopener\" href=\"https:\/\/nbn-resolving.org\/urn:nbn:de:0168-ssoar-66331-7\" target=\"_blank\">urn:nbn:de:0168-ssoar-66331-7<\/a>, DOI:&nbsp;<a rel=\"noreferrer noopener\" href=\"http:\/\/doi.org\/10.5281\/zenodo.3601669\" target=\"_blank\">10.5281\/zenodo.3601669<\/a><\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\"><\/div>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\">DataCite XML Export<\/h2>\n\n\n\n<figure class=\"wp-block-table is-style-stripes\"><table><tbody><tr><td>&lt;?xml version=&#8217;1.0&#8242; encoding=&#8217;utf-8&#8242;?&gt;<br>&lt;resource xmlns:xsi=&#8221;http:\/\/www.w3.org\/2001\/XMLSchema-instance&#8221; xmlns=&#8221;http:\/\/datacite.org\/schema\/kernel-4&#8243; xsi:schemaLocation=&#8221;http:\/\/datacite.org\/schema\/kernel-4 http:\/\/schema.datacite.org\/meta\/kernel-4.1\/metadata.xsd&#8221;&gt;<br>&lt;identifier identifierType=&#8221;DOI&#8221;&gt;10.5281\/zenodo.3601669&lt;\/identifier&gt;<br>&lt;creators&gt;<br>&lt;creator&gt;<br>&lt;creatorName&gt;Marwa Salah&lt;\/creatorName&gt;<br>&lt;affiliation&gt;Fayoum University&lt;\/affiliation&gt;<br>&lt;\/creator&gt;<br>&lt;creator&gt;<br>&lt;creatorName&gt;Mohamed A. Abou-Shouk&lt;\/creatorName&gt;<br>&lt;nameIdentifier nameIdentifierScheme=&#8221;ORCID&#8221; schemeURI=&#8221;http:\/\/orcid.org\/&#8221;&gt;0000-0002-5438-3268&lt;\/nameIdentifier&gt;<br>&lt;affiliation&gt;University of Sharjah&lt;\/affiliation&gt;<br>&lt;\/creator&gt;<br>&lt;\/creators&gt;<br>&lt;titles&gt;<br>&lt;title&gt;The effect of customer relationship management practices on airline customer loyalty&lt;\/title&gt;<br>&lt;\/titles&gt;<br>&lt;publisher&gt;Zenodo&lt;\/publisher&gt;<br>&lt;publicationYear&gt;2020&lt;\/publicationYear&gt;<br>&lt;subjects&gt;<br>&lt;subject&gt;CRM&lt;\/subject&gt;<br>&lt;subject&gt;Airlines&lt;\/subject&gt;<br>&lt;subject&gt;Satisfaction&lt;\/subject&gt;<br>&lt;subject&gt;loyalty&lt;\/subject&gt;<br>&lt;subject&gt;EgyptAir&lt;\/subject&gt;<br>&lt;subject&gt;Egypt&lt;\/subject&gt;<br>&lt;\/subjects&gt;<br>&lt;dates&gt;<br>&lt;date dateType=&#8221;Issued&#8221;&gt;2020-01-08&lt;\/date&gt;<br>&lt;\/dates&gt;<br>&lt;resourceType resourceTypeGeneral=&#8221;Text&#8221;&gt;Journal article&lt;\/resourceType&gt;<br>&lt;alternateIdentifiers&gt;<br>&lt;alternateIdentifier alternateIdentifierType=&#8221;url&#8221;&gt;https:\/\/zenodo.org\/record\/3601669&lt;\/alternateIdentifier&gt;<br>&lt;\/alternateIdentifiers&gt;<br>&lt;relatedIdentifiers&gt;<br>&lt;relatedIdentifier relatedIdentifierType=&#8221;ISSN&#8221; relationType=&#8221;IsPartOf&#8221;&gt;2529-1947&lt;\/relatedIdentifier&gt;<br>&lt;relatedIdentifier relatedIdentifierType=&#8221;DOI&#8221; relationType=&#8221;IsVersionOf&#8221;&gt;10.5281\/zenodo.3601668&lt;\/relatedIdentifier&gt;<br>&lt;\/relatedIdentifiers&gt;<br>&lt;rightsList&gt;<br>&lt;rights rightsURI=&#8221;http:\/\/creativecommons.org\/licenses\/by\/4.0\/legalcode&#8221;&gt;Creative Commons Attribution 4.0 International&lt;\/rights&gt;<br>&lt;rights rightsURI=&#8221;info:eu-repo\/semantics\/openAccess&#8221;&gt;Open Access&lt;\/rights&gt;<br>&lt;\/rightsList&gt;<br>&lt;descriptions&gt;<br>&lt;description descriptionType=&#8221;Abstract&#8221;&gt;&amp;lt;p&amp;gt;&amp;lt;em&amp;gt;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.&amp;lt;\/em&amp;gt;&amp;amp;nbsp;&amp;lt;\/p&amp;gt;&lt;\/description&gt;<br>&lt;description descriptionType=&#8221;Other&#8221;&gt;SUBMITTED: OCTOBER 2018, REVISION SUBMITTED: FEBRUARY 2019, ACCEPTED: MAY 2019, REFEREED ANONYMOUSLY, PUBLISHED ONLINE: 30 NOVEMBER 2019&lt;\/description&gt;<br>&lt;\/descriptions&gt;<br>&lt;\/resource&gt;<\/td><\/tr><\/tbody><\/table><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>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 EmiratesPublished online: 30 November 2019, JTHSM, 5(2), pp.11-19. URN:\u00a0urn:nbn:de:0168-ssoar-66331-7, DOI:\u00a010.5281\/zenodo.3601669 DataCite XML Export &lt;?xml version=\u20191.0\u2032 encoding=\u2019utf-8\u2032?&gt;&lt;resource xmlns:xsi=\u201dhttp:\/\/www.w3.org\/2001\/XMLSchema-instance\u201d xmlns=\u201dhttp:\/\/datacite.org\/schema\/kernel-4\u2033 xsi:schemaLocation=\u201dhttp:\/\/datacite.org\/schema\/kernel-4 http:\/\/schema.datacite.org\/meta\/kernel-4.1\/metadata.xsd\u201d&gt;&lt;identifier identifierType=\u201dDOI\u201d&gt;10.5281\/zenodo.3601669&lt;\/identifier&gt;&lt;creators&gt;&lt;creator&gt;&lt;creatorName&gt;Marwa Salah&lt;\/creatorName&gt;&lt;affiliation&gt;Fayoum University&lt;\/affiliation&gt;&lt;\/creator&gt;&lt;creator&gt;&lt;creatorName&gt;Mohamed A. Abou-Shouk&lt;\/creatorName&gt;&lt;nameIdentifier nameIdentifierScheme=\u201dORCID\u201d schemeURI=\u201dhttp:\/\/orcid.org\/\u201d&gt;0000-0002-5438-3268&lt;\/nameIdentifier&gt;&lt;affiliation&gt;University of Sharjah&lt;\/affiliation&gt;&lt;\/creator&gt;&lt;\/creators&gt;&lt;titles&gt;&lt;title&gt;The [\u2026]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-2820","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=\/wp\/v2\/pages\/2820","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=2820"}],"version-history":[{"count":2,"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=\/wp\/v2\/pages\/2820\/revisions"}],"predecessor-version":[{"id":3622,"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=\/wp\/v2\/pages\/2820\/revisions\/3622"}],"wp:attachment":[{"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=2820"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}