{"id":873,"date":"2020-04-25T16:22:47","date_gmt":"2020-04-25T15:22:47","guid":{"rendered":"https:\/\/www.jthsm.gr\/?page_id=873"},"modified":"2020-10-27T11:16:06","modified_gmt":"2020-10-27T10:16:06","slug":"the-effect-of-customer-relationship-management-practices-on-airline-customer-loyalty","status":"publish","type":"page","link":"https:\/\/www.jthsm.gr\/?page_id=873","title":{"rendered":""},"content":{"rendered":"\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 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=873\" 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=873\" 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 class=\"wp-block-paragraph\"><\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 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-8f761849 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=\"wp-block-paragraph\"><a href=\"https:\/\/www.jthsm.gr\/?page_id=587\"><span class=\"has-inline-color has-black-color\"><a href=\"https:\/\/www.jthsm.gr\/?page_id=587\">&lt; Back to Volume 5, Issue 2, table of contents<\/a><\/span><\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span class=\"has-inline-color has-white-color\">a<\/span><\/p>\n\n\n\n<p class=\"has-medium-font-size wp-block-paragraph\"><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 class=\"wp-block-paragraph\"><a rel=\"noreferrer noopener\" href=\"https:\/\/orcid.org\/0000-0001-9677-1819\" target=\"_blank\"><img loading=\"lazy\" decoding=\"async\" width=\"15\" height=\"15\" class=\"wp-image-4454\" style=\"width: 15px;\" src=\"https:\/\/www.jthsm.gr\/wp-content\/uploads\/2020\/10\/orcid-1-e1603636867626.png\" alt=\"\"><\/a> <em><strong>Marwa Salah<\/strong><em>,<\/em> Fayoum University, Egypt,<\/em> <a rel=\"noreferrer noopener\" href=\"https:\/\/orcid.org\/0000-0002-5438-3268\" target=\"_blank\"><img loading=\"lazy\" decoding=\"async\" width=\"15\" height=\"15\" class=\"wp-image-4454\" style=\"width: 15px;\" src=\"https:\/\/www.jthsm.gr\/wp-content\/uploads\/2020\/10\/orcid-1-e1603636867626.png\" alt=\"\"><\/a> <em><strong>Mohamed A. Abou-Shouk<\/strong><em>,<\/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 class=\"wp-block-paragraph\">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<p class=\"wp-block-paragraph\">Full-text download:<\/p>\n\n\n\n<figure class=\"wp-block-image is-resized\"><a href=\"https:\/\/www.jthsm.gr\/vol5iss2\/5-2-2.pdf\" target=\"_blank\" rel=\"noreferrer noopener\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.jthsm.gr\/wp-content\/uploads\/2017\/02\/PDF_Download_Logo-300x300.jpg\" alt=\"\" class=\"wp-image-158\" width=\"47\" height=\"47\"\/><\/a><\/figure>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 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=\"wp-block-paragraph\"><strong>Export reference:<\/strong><em><br><\/em><a rel=\"noreferrer noopener\" href=\"https:\/\/www.jthsm.gr\/?page_id=2819\" target=\"_blank\">BibTeX<\/a><span style=\"color:#ffffff\" class=\"has-inline-color\">,,<\/span><a rel=\"noreferrer noopener\" href=\"https:\/\/www.jthsm.gr\/?page_id=2820\" target=\"_blank\">DataCite<\/a><span style=\"color:#ffffff\" class=\"has-inline-color\">,,<\/span><a rel=\"noreferrer noopener\" href=\"https:\/\/www.jthsm.gr\/?page_id=2821\" target=\"_blank\">Endnote<\/a><span style=\"color:#ffffff\" class=\"has-inline-color\">,,<\/span><a rel=\"noreferrer noopener\" href=\"https:\/\/www.mendeley.com\/import\/?url=https:\/\/zenodo.org\/record\/3601669\" target=\"_blank\">Mendeley<\/a><\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 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<figure class=\"wp-block-image size-large is-resized\"><a href=\"https:\/\/www.jthsm.gr\/?page_id=2150\" target=\"_blank\" rel=\"noopener noreferrer\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.jthsm.gr\/wp-content\/uploads\/2020\/04\/crossmark2.png\" alt=\"\" class=\"wp-image-2066\" width=\"97\" height=\"20\" srcset=\"https:\/\/www.jthsm.gr\/wp-content\/uploads\/2020\/04\/crossmark2.png 470w, https:\/\/www.jthsm.gr\/wp-content\/uploads\/2020\/04\/crossmark2-300x62.png 300w\" sizes=\"auto, (max-width: 97px) 100vw, 97px\" \/><\/a><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Abstract:<\/strong> <\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><em>Purpose:<\/em><\/strong><em> Customer satisfaction and loyalty are important concerns <\/em><em>for travel providers. <\/em><em>\u0391<\/em><em>dopting 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.<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><em>Methods:<\/em><\/strong><em> <\/em><em>A questionnaire<\/em><em>, <\/em><em>developed from <\/em><em>previous<\/em><em> studies<\/em><em>,<\/em><em> <\/em><em>was used for data collection, <\/em><em>to measure the causal relationships developed in the research framework<\/em><em> and structural equation modelling was employed for rigorous findings. <\/em><em>215 questionnaires valid for analysis were collected by EgyptAir passengers. <\/em><em><\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><em>Results:<\/em><\/strong><em> <\/em><em>Findings revealed a positive significant effect of shared values, bonding, commitment, trust, tangibility, and handling customer conflicts on passenger satisfaction and loyalty. Relational marketing dimensions are positively affecting passenger satisfaction. <\/em><em>Based on findings, it is worth to pay attention to such practices to enhance the passenger satisfaction and loyalty to the airline.<\/em><em><\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong><em>Implications:<\/em><\/strong><em> The study adds to the extant knowledge in airline sector and provides a research model that can be used to investigate the activities of customer relationship marketing in the sector. Testing the causal relationships between constructs of the model could help increase the understanding of the factors affecting passengers of airlines and their loyalty to specific ones.<\/em><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Keywords: <\/strong><\/p>\n\n\n\n<p class=\"wp-block-paragraph\">CRM, Airlines, Satisfaction, loyalty, EgyptAir, Egypt<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>JEL Classification:<\/strong> <\/p>\n\n\n\n<p class=\"wp-block-paragraph\">L14, L93, N37<\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-8f761849 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-text-align-left wp-block-paragraph\"><a href=\"https:\/\/www.jthsm.gr\/?page_id=869\">&lt; Previous article in Vol. 5, Iss. 2<\/a><span class=\"has-inline-color has-white-color\">aaaaaaaaaaa<\/span><a href=\"https:\/\/www.jthsm.gr\/?page_id=876\">Next article in Vol. 5, Iss. 2 &gt;<\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><span class=\"has-inline-color has-white-color\">a<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>&lt; Back to Volume 5, Issue 2, table of contents a The effect of customer relationship management practices on airline customer loyalty Marwa Salah, Fayoum University, Egypt, Mohamed A. Abou-Shouk, 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 Full-text download: Export reference:BibTeX,,DataCite,,Endnote,,Mendeley Abstract: Purpose: Customer satisfaction and loyalty [\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-873","page","type-page","status-publish","hentry"],"_links":{"self":[{"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=\/wp\/v2\/pages\/873","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=873"}],"version-history":[{"count":22,"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=\/wp\/v2\/pages\/873\/revisions"}],"predecessor-version":[{"id":4838,"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=\/wp\/v2\/pages\/873\/revisions\/4838"}],"wp:attachment":[{"href":"https:\/\/www.jthsm.gr\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=873"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}