Artikel
The effect of customer relationship management practices on airline customer loyalty
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.
- Sprache
-
Englisch
- Erschienen in
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Journal: Journal of Tourism, Heritage & Services Marketing ; ISSN: 2529-1947 ; Volume: 5 ; Year: 2019 ; Issue: 2 ; Pages: 11-19 ; Thessaloniki: International Hellenic University
- Klassifikation
-
Wirtschaft
Transactional Relationships; Contracts and Reputation; Networks
Air Transportation
Economic History: Labor and Consumers, Demography, Education, Health, Welfare, Income, Wealth, Religion, and Philanthropy: Africa; Oceania
- Thema
-
customer relationship management
Airlines
Satisfaction
loyalty
- Ereignis
-
Geistige Schöpfung
- (wer)
-
Salah, Marwa
Abou-Shouk, Mohamed A.
- Ereignis
-
Veröffentlichung
- (wer)
-
International Hellenic University
- (wo)
-
Thessaloniki
- (wann)
-
2019
- DOI
-
doi:10.5281/zenodo.3601669
- Handle
- Letzte Aktualisierung
-
10.03.2025, 11:45 MEZ
Datenpartner
Dieses Objekt wird bereitgestellt von:
ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften - Leibniz-Informationszentrum Wirtschaft. Bei Fragen zum Objekt wenden Sie sich bitte an den Datenpartner.
ZBW - Deutsche Zentralbibliothek für Wirtschaftswissenschaften - Leibniz-Informationszentrum Wirtschaft. Bei Fragen zum Objekt wenden Sie sich bitte an den Datenpartner.
Objekttyp
- Artikel
Beteiligte
- Salah, Marwa
- Abou-Shouk, Mohamed A.
- International Hellenic University
Entstanden
- 2019
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