The effect of customer relationship management practices on airline customer loyalty
Abstract: 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
- Location
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Deutsche Nationalbibliothek Frankfurt am Main
- Extent
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Online-Ressource
- Language
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Englisch
- Notes
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Veröffentlichungsversion
begutachtet (peer reviewed)
In: Journal of Tourism, Heritage & Services Marketing ; 5 (2019) 2 ; 11-19
- Event
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Veröffentlichung
- (where)
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Mannheim
- (who)
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SSOAR - Social Science Open Access Repository
- (when)
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2019
- Creator
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Salah, Marwa
Abou-Shouk, Mohamed A.
- DOI
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10.5281/zenodo.3601669
- URN
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urn:nbn:de:0168-ssoar-66331-7
- Rights
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Open Access; Open Access; Der Zugriff auf das Objekt ist unbeschränkt möglich.
- Last update
- 15.08.2025, 7:36 AM CEST
Data provider
This object is provided by:
Deutsche Nationalbibliothek. If you have any questions about the object, please contact the data provider.
Deutsche Nationalbibliothek. If you have any questions about the object, please contact the data provider.
Associated
- Salah, Marwa
- Abou-Shouk, Mohamed A.
- SSOAR - Social Science Open Access Repository
Time of origin
- 2019
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