Modelling Socio - Digital Customer Relationship Management in the Hospitality Sector During the Pandemic Time
The chapter builds on previous research and offers an updated theoretical model to determine the relationships among social media technologies, customer experience flow, customer relationship management, brand loyalty, word of mouth, firm performance, and customer engagement across a set of moderato...
| Main Authors: | , , , |
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| Format: | Book Section |
| Language: | English |
| Published: |
IGI Global
2022
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| Subjects: | |
| Online Access: | http://eprints.sunway.edu.my/1983/ http://eprints.sunway.edu.my/1983/1/Modelling-Socio-Digital-Customer-Relationship-Management-in-the-Hospitality-Sector-During-the-Pandemic-Time.pdf |
| _version_ | 1848802173809328128 |
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| author | Mahmoud, Ali B. Berman, Alenxander Tehseen, Shehnaz * Hack-Polay, Dieu |
| author_facet | Mahmoud, Ali B. Berman, Alenxander Tehseen, Shehnaz * Hack-Polay, Dieu |
| author_sort | Mahmoud, Ali B. |
| building | SU Institutional Repository |
| collection | Online Access |
| description | The chapter builds on previous research and offers an updated theoretical model to determine the relationships among social media technologies, customer experience flow, customer relationship management, brand loyalty, word of mouth, firm performance, and customer engagement across a set of moderators in pandemic time. In line with the literature, customer engagement serves as a mediator that fully translates the effects of social media technology, customer flow experience and customer relationship management into positive levels of brand loyalty, word of mouth and firm performance. However, all of the relationships conceptualized in the model are hypothesized to be moderated by COVID-19 developments and perceptions. |
| first_indexed | 2025-11-14T21:19:09Z |
| format | Book Section |
| id | sunway-1983 |
| institution | Sunway University |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T21:19:09Z |
| publishDate | 2022 |
| publisher | IGI Global |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | sunway-19832022-08-12T09:09:33Z http://eprints.sunway.edu.my/1983/ Modelling Socio - Digital Customer Relationship Management in the Hospitality Sector During the Pandemic Time Mahmoud, Ali B. Berman, Alenxander Tehseen, Shehnaz * Hack-Polay, Dieu HD28 Management. Industrial Management The chapter builds on previous research and offers an updated theoretical model to determine the relationships among social media technologies, customer experience flow, customer relationship management, brand loyalty, word of mouth, firm performance, and customer engagement across a set of moderators in pandemic time. In line with the literature, customer engagement serves as a mediator that fully translates the effects of social media technology, customer flow experience and customer relationship management into positive levels of brand loyalty, word of mouth and firm performance. However, all of the relationships conceptualized in the model are hypothesized to be moderated by COVID-19 developments and perceptions. IGI Global 2022-06 Book Section PeerReviewed text en cc_by_nc_4 http://eprints.sunway.edu.my/1983/1/Modelling-Socio-Digital-Customer-Relationship-Management-in-the-Hospitality-Sector-During-the-Pandemic-Time.pdf Mahmoud, Ali B. and Berman, Alenxander and Tehseen, Shehnaz * and Hack-Polay, Dieu (2022) Modelling Socio - Digital Customer Relationship Management in the Hospitality Sector During the Pandemic Time. In: Consumer Behavior Change and Data Analytics in the Socio-Digital Era. IGI Global, pp. 169-191. DOI: 10.4018/978-1-6684-4168-8.ch008 |
| spellingShingle | HD28 Management. Industrial Management Mahmoud, Ali B. Berman, Alenxander Tehseen, Shehnaz * Hack-Polay, Dieu Modelling Socio - Digital Customer Relationship Management in the Hospitality Sector During the Pandemic Time |
| title | Modelling Socio - Digital Customer Relationship Management in the Hospitality Sector During the Pandemic Time |
| title_full | Modelling Socio - Digital Customer Relationship Management in the Hospitality Sector During the Pandemic Time |
| title_fullStr | Modelling Socio - Digital Customer Relationship Management in the Hospitality Sector During the Pandemic Time |
| title_full_unstemmed | Modelling Socio - Digital Customer Relationship Management in the Hospitality Sector During the Pandemic Time |
| title_short | Modelling Socio - Digital Customer Relationship Management in the Hospitality Sector During the Pandemic Time |
| title_sort | modelling socio - digital customer relationship management in the hospitality sector during the pandemic time |
| topic | HD28 Management. Industrial Management |
| url | http://eprints.sunway.edu.my/1983/ http://eprints.sunway.edu.my/1983/ http://eprints.sunway.edu.my/1983/1/Modelling-Socio-Digital-Customer-Relationship-Management-in-the-Hospitality-Sector-During-the-Pandemic-Time.pdf |