{"id":"https://openalex.org/W2896411240","doi":"https://doi.org/10.51976/ijari.631820","title":"Roles of Top Management and Customer Orientation in Enhancing The Performance of Customer Relationship Management (CRM) in Hotel Industry","display_name":"Roles of Top Management and Customer Orientation in Enhancing The Performance of Customer Relationship Management (CRM) in Hotel Industry","publication_year":2018,"publication_date":"2018-01-01","ids":{"openalex":"https://openalex.org/W2896411240","doi":"https://doi.org/10.51976/ijari.631820","mag":"2896411240"},"language":"en","primary_location":{"id":"doi:10.51976/ijari.631820","doi":"https://doi.org/10.51976/ijari.631820","is_oa":true,"landing_page_url":"https://doi.org/10.51976/ijari.631820","pdf_url":null,"source":{"id":"https://openalex.org/S4387286599","display_name":"International Journal of Advance Research and Innovation","issn_l":"2347-3258","issn":["2347-3258"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I82571370","host_organization_name":"GLA University","host_organization_lineage":["https://openalex.org/I82571370"],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Advance Research and Innovation","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://doi.org/10.51976/ijari.631820","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5000663582","display_name":"Sultan Mahmoud Alshourah","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Sultan alshourah","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"middle","author":{"id":"https://openalex.org/A5097494065","display_name":"Hamza Alassaf","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Hamza Alassaf","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]},{"author_position":"last","author":{"id":"https://openalex.org/A5112368104","display_name":"Manal A. Altawalbeh","orcid":"https://orcid.org/0000-0003-2638-2329","observed_orcids":["https://orcid.org/0000-0003-2638-2329","https://orcid.org/0000-0003-2247-2861"]},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Manal Altawalbeh","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":1.6546,"has_fulltext":false,"cited_by_count":18,"citation_normalized_percentile":{"value":0.87272188,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":98},"biblio":{"volume":"6","issue":"3","first_page":"147","last_page":"160"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9276999831199646,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9276999831199646,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10910","display_name":"Corporate Governance and Management","score":0.06260000169277191,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10164","display_name":"Quality and Supply Management","score":0.0013000000035390258,"subfield":{"id":"https://openalex.org/subfields/1404","display_name":"Management Information Systems"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":0.9980000257492065},{"id":"https://openalex.org/keywords/top-management","display_name":"top management","score":0.8669999837875366},{"id":"https://openalex.org/keywords/customer-orientation","display_name":"customer orientation","score":0.9980000257492065},{"id":"https://openalex.org/keywords/crm-performance","display_name":"CRM performance","score":0.9290000200271606},{"id":"https://openalex.org/keywords/hotel-industry","display_name":"hotel industry","score":0.9710000157356262},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.7979999780654907},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9629999995231628},{"id":"https://openalex.org/keywords/customer-value","display_name":"customer value","score":0.8029999732971191},{"id":"https://openalex.org/keywords/jordanian-hotels","display_name":"Jordanian hotels","score":0.7210000157356262}],"concepts":[{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.693545937538147},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6912238001823425},{"id":"https://openalex.org/C2984067766","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Customer orientation","level":2,"score":0.67030930519104},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.6197648048400879},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.5619292855262756},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.5598611831665039},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.5475396513938904},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5156158804893494},{"id":"https://openalex.org/C27850374","wikidata":"https://www.wikidata.org/wiki/Q5380405","display_name":"Enterprise relationship management","level":5,"score":0.47086989879608154},{"id":"https://openalex.org/C43595421","wikidata":"https://www.wikidata.org/wiki/Q7939596","display_name":"Voice of the customer","level":5,"score":0.4581124186515808},{"id":"https://openalex.org/C53100981","wikidata":"https://www.wikidata.org/wiki/Q5196454","display_name":"Customer equity","level":5,"score":0.43012702465057373},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.42030563950538635},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3211570084095001},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.25060927867889404},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.17612692713737488},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.10037001967430115}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.51976/ijari.631820","doi":"https://doi.org/10.51976/ijari.631820","is_oa":true,"landing_page_url":"https://doi.org/10.51976/ijari.631820","pdf_url":null,"source":{"id":"https://openalex.org/S4387286599","display_name":"International Journal of Advance Research and Innovation","issn_l":"2347-3258","issn":["2347-3258"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I82571370","host_organization_name":"GLA University","host_organization_lineage":["https://openalex.org/I82571370"],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Advance Research and Innovation","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.51976/ijari.631820","doi":"https://doi.org/10.51976/ijari.631820","is_oa":true,"landing_page_url":"https://doi.org/10.51976/ijari.631820","pdf_url":null,"source":{"id":"https://openalex.org/S4387286599","display_name":"International Journal of Advance Research and Innovation","issn_l":"2347-3258","issn":["2347-3258"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I82571370","host_organization_name":"GLA University","host_organization_lineage":["https://openalex.org/I82571370"],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc-sa","license_id":"https://openalex.org/licenses/cc-by-nc-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Advance Research and Innovation","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W4321463287","https://openalex.org/W110043299","https://openalex.org/W4404921585","https://openalex.org/W4223427152","https://openalex.org/W2775827860","https://openalex.org/W1535314460","https://openalex.org/W2043036945","https://openalex.org/W2896910422","https://openalex.org/W2895734143","https://openalex.org/W2768085680"],"abstract_inverted_index":{"The":[0,160],"last":[1],"decade":[2],"has":[3],"seen":[4],"the":[5,42,57,60,80,84,95,124,134],"emergence":[6],"of":[7,65,75,97,113,179],"Customer":[8],"Relationship":[9],"Management":[10,142],"(CRM)":[11],"as":[12],"a":[13,73,111],"technique":[14],"to":[15,168],"underpin":[16],"organizational":[17],"performance":[18,146,158],"improvement":[19],"in":[20,38,41,118],"improving":[21],"customer":[22,24,27,35,66,101,154,173],"retention,":[23],"satisfaction":[25],"and":[26,54,56,63,100,156,171,176],"value.":[28],"However,":[29],"despite":[30],"many":[31],"studies":[32],"conducted":[33],"on":[34,103],"relationship":[36,67,152],"management":[37,68,99],"various":[39],"industries":[40],"past":[43],"20":[44],"years,":[45],"there":[46,71],"is":[47,72],"still":[48],"significant":[49],"disagreement":[50],"about":[51],"its":[52],"definition":[53],"meaning,":[55],"framework":[58],"for":[59,83],"effective":[61],"implementation":[62],"evaluation":[64],"practice.":[69],"Moreover,":[70],"lack":[74],"systematic":[76],"empirical":[77],"evidence":[78],"regarding":[79],"success":[81],"factors":[82],"CRM":[85,104,145,157],"performance.":[86,105],"Objective:":[87],"To":[88],"address":[89],"these":[90,180],"issues,":[91],"this":[92,108,119,148],"study":[93,120],"examines":[94],"influence":[96,144],"top":[98],"orientation":[102,155],"Results:":[106],"In":[107],"quantitative":[109],"study,":[110],"total":[112],"133":[114],"Jordanian":[115],"hotels":[116,164],"participated":[117],"by":[121],"voluntarily":[122],"completing":[123],"survey":[125],"questionnaire,":[126],"constituting":[127],"an":[128],"overall":[129],"66%":[130],"response":[131],"rate.":[132],"From":[133],"analysis":[135],"undertaken,":[136],"it":[137],"was":[138],"found":[139,150],"that":[140,163],"Top":[141],"significantly":[143],"But.":[147],"research":[149],"insignificant":[151],"between":[153],"Conclusion:":[159],"results":[161],"suggest":[162],"should":[165],"have":[166],"processes":[167],"maintain,":[169],"analyze,":[170],"integrate":[172],"information.":[174],"Theoretical":[175],"managerial":[177],"implications":[178],"findings":[181],"are":[182],"discussed.":[183]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":6},{"year":2023,"cited_by_count":3},{"year":2022,"cited_by_count":4},{"year":2021,"cited_by_count":1},{"year":2019,"cited_by_count":3}],"updated_date":"2026-10-07T09:51:55.459714","created_date":"2018-10-26T00:00:00"}
