Examining social customer relationship management among Irish hotels

Sarah Diffley, Patrick McCole, Elena Carvajal-Trujillo

Research output: Contribution to journalArticlepeer-review

28 Citations (Scopus)
2373 Downloads (Pure)


Purpose: The purpose of this study is to develop and test a model examining the key factors that emerge from the social customer relationship management (CRM) process. Specifically, the study aims to address the chain-of-effects that occurs as a result of the social CRM process, leading to superior levels of hotel performance.

Design/methodology/approach: Data was collected employing a quantitative approach. Using a mail and online questionnaire, data was gathered from 120 key informants in hotels in Ireland. The proposed model was tested using partial least squares structural equation modelling.

Findings: Results demonstrate that the social CRM activities of hotels enhance hotel service innovation activities. This positively impacts the ability to develop a customer-linking capability, resulting in higher levels of customer performance. In turn, higher levels of customer performance leads to higher levels of financial performance.

Practical implications: Service innovation and customer-linking capability are identified as critical outcomes of the social CRM process that lead to enhanced hotel performance.

Originality/value: This study explains the chain-of-effects through which the social CRM process results in higher levels of performance.

Original languageEnglish
Pages (from-to)1072-1091
JournalInternational Journal of Contemporary Hospitality Management
Issue number2
Early online date01 Feb 2018
Publication statusEarly online date - 01 Feb 2018


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