تحلیل اثر دانش مشتری بر بهبود کیفیت خدمات صنعت هتلداری با نقش میانجی مدیریت ارتباط با مشتری

 

References

Akbar, Y. H., & Tracogna, A. (2018). The sharing economy and the future of the hotel indus try: Transaction cost theory and platform economics. International Journal of Hospitality Management, 71, 91-101.

Alauddin, MD., Hasib Ahsan, S., Aktar Kamal, M., Manjur Alam, M., & Hassan, A. (2020). The assessment of perceived service quality dimensions of hotel industry in Bangladesh. Journal of multidisciplinary academic tourism, 5(2), 105-114.

Al-Duwailah, F., & N. Hashem, T. (2019). The Impact of Knowledge Management on CRM Approaches. Management and Organizational Studies, 6(1),19-30.

Al-Gasawneh, J. A., Anuar M. M., Dacko-Pikiewicz, Z., & Saputra, J. (2021). The Impact of Customer Relationship Management Dimensions on Service. Qualit, Polish Journal of Management Studies, 23(2), 24-41.

Deif, N., Aly, A., & Farahat, S. (2019). The effect of applying customer relationship management in the higher educational sector. Open Access Library Journal, 6(6), 1-7.

Diffley, S., McCole, P., & Carvajal-Trujillo, E. (2018). Examining social customer relationship management among Irish hotels. International Journal of Contemporary Hospitality Management, 30(2), 1072-1091.

Farjam, S., Nasaji Kamrani, M., & Bordbar, Z. (2019). Investigating the effect

of destination brand equity on tourists' loyalty to Shiraz tourism region. Tourism and Development, 7(3), 107-126. (In Persian).

Firoozi, Gh. (2018). Investigating Service Quality and Customer Satisfaction in the Tourism Sector: An Integration of Persian-Language Studies. journal of art & civilization of the orient, 7(23), 31-38. (In Persian).

Gholamy Avati, R., & Ebrahimiyan Jelodar, S. Y. (2012).  The Study of Customer Knowledge Management Effect on Customer Relation Management. Journal of Police Organizational Development, 9(43), 65-8. (In Persian).

Hassani, M., Sharifat, A., & Zandian, F. (2019). The effect of customer knowledge management on oral advertising through the quality of electronic services. Information Management, 5(2), 97-119. (In Persian).

Hung, Ch. (2017). Online positioning through website service quality: A case of star-rated hotels in Taiwan. Journal of Hospitality and Tourism Management, 31, 181-188.

Hyun, S. S., & Perdue, R. R. (2017). Understanding the dimensions of customer relationships in the hotel and restaurant industries. International Journal of Hospitality Management, 64, 73-84.

Ivano, S., & Stavrinoudis, T. A. (2018). “Impacts of the refugee crisis on the hotel indus try: Evidence from four Greek islands”. Tourism Management, 67, 214-223.

Keikha1, A., Nouri delavar, M., & Keikha, H. (2019). The Effect of Integrated Marketing Communication (IMC) on Customer Relationship Management in Private Banks in Zahedan City. Public Management Reserches, 12(46), 279-304. (In Persian).

Kia, K., Mirabi, V. R., & Mozaffari, A. (2016). Relationship between customer relationship management, service quality and user satisfaction in service organizations. Journal of Marketing Management, 31, 49-65. (In Persian).

Konjkav Monfared, A. R., Malekpour, L., & Haji Ghasemi, M. (2019). The Role of Dynamic Capabilities and Customer Knowledge in Affecting Knowledge Management Capabilities on Performance (Case Study: The Gas Company of Yazd). Scientific Journal of Strategic Management of Organizational Knowledege, 2(5), 83-118. (In Persian).

Lee, R. P., Naylor, G., & Chen, Q. (2011). Linking customer resources to firm success: the role of marketing program implementation. Journal of Business Research, 64(4), 394-400.

Li, Y. Q., & Liu, C. H. (2016). How to establish a creative atmosphere in tourism and hospitality education in the context of China. Journal of

Hospitality, Leisure, Sport & Tourism Education, 18, 9-20.

Mahr, D., Lievens, A., & Blazevic, V. (2014). The Value of Customer Cocreated Knowledge during the Innovation Process. Journal of Product Innovation Management, 31(3), 599-615.

Mirzapur, F., Malek Akhlagh, E., & Taleghani, M. (2014). The effect of customer knowledge on service quality by considering the mediating role of customer relationship management (Case study: Parsian Insurance Branches of Gilan Province). Islamic Azad University, Universal Journal of Management and Social Sciences, 4(10), 1-10. (In Persian).

Nam, D., Leeb, J., & Leea, H. (2018). Business analytics use in CRM: A nomological net from IT competence to CRM performance. International Journal of Information Management, 96, 101-114.

Nätti, S., & Ojasalo, J. (2008). what prevents effective utilisation of customer knowledge in professional B-to-B services? An empirical study. The Service Industries Journal, 28(9), 1199-1214.

Ngoma, M., Ruqqaiya, N., Moya, M. B., & Ntale, P. D. (2020). Customer Relationship Management Technologies, Service Qualita and Customer Loyalty in the Hotel Industry in Uganda. Journal of Management and Administration, 2, 19-48.

Shafee, S., Khademi, R., & Hariri, A. (2021). The Customer Knowledge Management and Its Impact on Service Quality and Customer Satisfaction (A Periodical Study in the Mellat Bank of Kermanshah Province). Journal of Srtategic Managment of Oraganizatio Knowledge, 4(13), 187–219. (In Persian).

Schuhmucher, M., Kuester, S., & Hanker, A. (2018). Investigating Antecedents and Stagespecific Effects of Customer Integration Intensity on New Product Success. International Journal of Innovation Management, 22(4), 1850032-36.

Sota, S., Chaudhry, H., & Srivas tava, M. K. (2020). Customer relationship management research in hospitality indus try: a review and classification. Journal of Hospitality Marketing & Management, 29(1), 39-64.

Stefano, N. Ma., Casarotto Filho, N. b., Barichello, R. C., & Sohn, A. P. )2015(. A fuzzy SERVQUAL based method for evaluated of service quality in the hotel industry.

Storey, C., & Larbig, C. (2018). Absorbing Customer Knowledge: How Customer Involvement Enables Service Design Success. Journal of Service Research, 21(1), 101–118.

Taghizadeh, S. K., Rahman, S. A., & Mosharref, H. (2018). Knowledge from customer, for customer, or about customer: Which triggers innovation capability the most? Journal of Knowledge Management.

Tovmasyan, G. (2020). Evaluating the quality of hotel services based on tourists' perceptions and expectations: The case study of Armenia. Journal of International Studies, 13(1), 93-107.

Trejo, J. M., Gutiérrez, J. S., & Guzman, G. M. (2016). The customer knowledge management and innovation. Contaduría y Administración, 61(3), 456-477.

UNWTO (2017). Tourism Highlights. World Tourism Organization. https://www.e-unwto.org/doi/pdf/10.18111/9789284419029.

Vazife, Z. (2014). A Review on Relationship of Knowledge Management with Job Stress Based on HSE in Faculty Members of Sistanand and Bbaluchestan University. Public Management Reserches, 7(26), 89-114. (In Persian).

Yeung, A. H., Lo, V. H., Yeung, A. C. & Cheng, T. C. (2008). Specific customer knowledge and operational performance in apparel manufacturing. Int. J. Production Economics, 114(2), 520–533.

Wong, S. C. K., & Li, J. S. (2015). Will hotel employees’ perception of unethical managerial behavior affect their job satisfaction? A study of Chinese hotel employees in China. International Journal of Contemporary Hospitality Management, 27(5), 853-877.

WTCF. (2019). World Tourism Cities Federation.

Wu, W. Y., Qomariyah, A., Sa, N. T. T., & Liao, Y. (2018). The Integration between Service Value and Service Recovery in the Hospitality Industry: An Application of QFD and ANP. International Journal of Hospitality Management, 75, 48-57.

Zaidi, A. N. (2017). Customer Knowledge Management (CKM) as a Predictor of Innovation Capability with the Moderating Role of Organizational Structure: A Study of the Banking Sector of Pakistan. Arabian J Bus Manag Review, 7(3), 1-8.