Basri Rashid

Assessing the influence of customer relationship management (CRM) dimensions on organization performance

Purpose – The purpose of this paper is to investigate the relationship between CRM dimensions (i.e. customer orientation, CRM organization, knowledge management, and technology based CRM) and various aspects of organization performance (i.e. financial, customer, internal process, and learning and growth) in Malaysian hotels.Design/methodology/approach – This is a quantitative study, the response came from the managers of 152 Malaysian hotels (3 to 5 star) and data collected was subjected to correlation and regression analysis in pursuance of the studys stated objectives.Findings – The results of this study suggest that all dimensions of CRM (i.e. customer orientation, CRM organization, knowledge management and technology based CRM) have a positive and significant impact on different perspectives of hotel performance. However, CRM technology failed to show a significant relationship with learning and growth perspective of hotel performance.Research limitations/implications – An emphasis has been placed on...

Customer relationship management and hotel performance: the mediating influence of marketing capabilities—evidence from the Malaysian hotel industry

The aim of this study is to assess the influence of customer relationship management (CRM) on marketing capabilities (planning and implementation) and organizational performance, through an analysis of the hotel industry in Malaysia. The study uses partial least squares to examine the mediating influence of marketing capabilities on the association between CRM and hotel performance. A survey of hotel managers was conducted, and a total of 152 usable questionnaires were obtained. The results enrich the literature by showing a positive relationship between CRM and hotel performance; they also indicate that marketing planning and implementation play a mediating role in the relationship between CRM and hotel performance. From the practical perspective, by understanding the relationship among the constructs in the research model, hotel managers could maximize use of their internal resources to improve organizational performance.

Predictors of Likelihood of Adoption of Green Practices in Hotels: The Case of Abuja and Lagos, Nigeria

Despite the high level of awareness of sustainable practices around the globe, and literatures on its adoption in businesses, studies showed very few studies are conducted in less advanced countries like Nigeria. Given the rising consumption of resources, apprehension for the environs and sudden realization among people for practices that are friendlier, the trend is gradually picking up in the Nigerian hotel industry. The hotel is facing challenges accepting green practices due to little information on green practice and its perceived benefits, government inability to enforce regulations on environmental sanitation, and absence of enlightenment promotion of green practice. This study strives to determine factors likely to motivate hotels to adopt innovative ways of operating in Nigeria. Based on Rogers’ theory of innovation diffusion, this study decided to establish perceived innovation characteristics, perceived environmental characteristics, organizational characteristics and stakeholders’ influence as determinants for likely adoption. Data was collected from General Managers of hotels (363 in number) in Abuja and Lagos. Using Partial Least Squares (PLS) path modelling, the findings indicate all perceived predictors positively correlated to likelihood of adoption.

Examination of Transport Performance and Authenticity on Behavioural Intention

This study aims to scrutinise the transport performance and authenticity as one of the elements in tourism attributes in relation with behavioural intention. Utilising quantitative approach; data collected from survey of 384 overseas tourists were used to clarify the research proposition. The study suggests that transport performance may emerge as one of organic image elements for destination brand identity formation, influences cognitive image of overseas tourist but insignificant on tourist’s behavioural intention. In addition, future spectrum of the transport development in relation with authenticity indicates its importance for not damaging the destination’s overall profile.