- حسنی، علی و رحیم‌زاده، معصومه. (1398). آینده‌نگاری صنعت گردشگری در شهر تهران. مجله گردشگری شهری، 6(1)، 135-148. https://doi.org/10.22059/jut.2019.250270.439
- خواجه پور، اکرم و دوستی، مرتضی. (1395). بررسی نقش مدیریت ارتباط با مشتری در توسعه صنعت گردشگری ورزشی از دیدگاه ورزشکاران و کارکنان المپیاد کارگری بانوان کشور. برنامه‌ریزی و توسعه گردشگری، 5(17)، 115-127.
- شیرمحمدی، یزدان و شیرزادی، طاهره. (1400). اثر رضایتمندی گردشگران بر وفاداری به برند مقصد گردشگری با استفاده از متغیر میانجی رضایت گردشگران تجاری در جهان پساکرونا (گردشگران شرق آسیا). گردشگری و اوقات فراغت، 6(12)، 75-93. https://doi.org/10.22133/tlj.2022.280934.1003
- عرب، محبوبه؛ شیر خدایی، میثم؛ گلی، علی و فیرزوجایی، فاطمه. (1398). عوامل مؤثر بر وفاداری مشتری: با نقش میانجی کیفیت مدیریت ارتباط با مشتری. مطالعات مدیریت گردشگری، 14(45)، 167-192
- فریدی فشتمی، عالیه؛ سالاری پور، علی‌اکبر و حسام، مهدی. (1401). ارزیابی میزان وفاداری، دل‌بستگی و رضایت گردشگران به مقصدهای گردشگری شهری مطالعه موردی: مقصد گردشگری رشت. مجله گردشگری شهری،9(3)، 1-13. https://doi.org/10.22059/jut.2022.333994.979
- کیانی فیض‌آبادی، زهره. (1397). عوامل موثّر بر وفاداری به مقصد گردشگری با نقش میانجی رضایت گردشگران (موردمطالعه: شهر کاشان). مجله گردشگری شهری، 5(4)، 105-120. https://doi.org/10.22059/jut.2018.239030.366
- محمدی، اسفندیار؛ رضایی، زهرا و احمدی، میلاد. (1394). رابطه مدیریت ارتباط با مشتری و کیفیت رابطه و ارزش طول عمر مشتری در صنعت هتلداری. مطالعات مدیریت گردشگری، 10(30)، 107-127. https://dorl.net/dor/20.1001.1.23223294.1394.10.30.5.4
- ملایی، نوید؛ زنجیرچی، سید محمود؛ میرغفوری، سید حبیب‌الله و زارع احمدآبادی، حبیب. (1401). استقرار موفق مدیریت ارتباط با مشتری در صنعت گردشگری. گردشگری و توسعه. 11(4)، 1-25.
- مودودی ارخودی، مهدی؛ ایزد بخش، محمد و نجفی ارخودی، عصمت. (1399). شناسایی عوامل مؤثر بر وفاداری گردشگران به اقامتگاه‌های بوم‌گردی (موردمطالعه: اقامتگاه‌های منتخب خراسان جنوبی). جغرافیاوتوسعه ناحیه‌ای، 18(2)، 139-168. https://doi.org/10.22067/jgrd.2021.50992.0
- Al-Qeed, M. A., ALsadi, B. Y., & Al-Azzam, Z. F. (2017). The impact of customer relationship management on achieving service quality of banking sector of Jordan. International Journal of Business and Management, 12(3), 180-190.
- Arab, M., Shirkhodaei, M., & Aligolifiroozjaii, F. (2019). Factors Affecting Customer Loyalty: The Mediating Role of Customer Relationship Management Quality. Tourism Management Studies, 14(45), 167-192. [In Persian].
- Aydin, G., & Karamehmet, B. (2017). Factors affecting health tourism and international health-care facility choice. International Journal of Pharmaceutical and Healthcare Marketing.21(43),23-40. https://doi.org/10.1108/IJPHM-05-2015-0018
- Baksi, A. (2014). Moderating impact of tourism relationship management dimensions on tourism service quality, tourist satisfaction and destination loyalty. Decision Science Letters, 3(2), 169-186. https://doi.org/10.1080/15332667.2020.1840904
- Cheung, C. M., & Law, R. (2007). Key elements in customer relationship management systems and customer loyalty. European Journal of Operational Research, 183(2), 544–559. https://doi.org/10.1111/j.1083-6101.2004.tb00295.x
- Choi, S. H., & Chu, S. C. (1998). A new conceptual model for managing customer relationships in the tourism industry. International Journal of Hospitality Management, 17(3), 237–251.
- Faridi Foshtomi, A., Salaripour, A., & hesam, M. (2022). Evaluating the level of loyalty, attachment and satisfaction of tourists to urban tourism destinations Case study: Rasht City. Journal of Urban Tourism, 9(3),1-13. [In Persian].
- González, Y.E., González, C.J., & Ledesma, J.D. (2020). Measuring Tourist Satisfaction with Nautical Destinations: The Effects of Image, Loyalty, and Past Destination Choice. Tourism in Marine Environments, 15, 47-58. https://doi.org/10.3727/154427320X15809114561894
- Hasani, A., & rahimzadeh, M. (2019). Tehran Tourism industry foresight. Journal of Urban Tourism, 6(1), 135-148. [In Persian].
- Hsu, Y. C., Liu, M. H., & Chiu, M. C. (2004). An empirical model of customer relationship management success in the tourism industry. Tourism Management, 25(1), 91–100. https://doi.org/10.2307/41166102
- Khajepour, A & Dosti, M. (2015). Investigating the role of customer relationship management in the development of the sports tourism industry from the point of view of the athletes and employees of the women's labor Olympiad of the country. Tourism Planning and Development, 5(17), 115-127. [In Persian].
- kiani feizabadi, Z. (2019). The influential factors on destination loyalty with tourists satisfaction as the mediating factor (Case study: Kashan). Journal of Urban Tourism, 5(4), 105-120. [In Persian].
- Kwan, L., Law, R., & Tang, S. (2011). Examining the Impact of Customer Relationship Management on Customer Service in the Tourism Industry. Journal of Hospitality and Tourism Research, 35(4), 545-564.
- Maggon, M., & Chaudhry, H. (2018). Exploring relationships between customer satisfaction and customer attitude from customer relationship management viewpoint: An empirical study of leisure travellers. FIIB Business Review, 7(1), 57-65. https://doi.org/10.1177/2319714518766118
- Minh Ngo, V., Pavelkova, D., Thi Phan, Q. P., & Van Nguyen, N. (2018). Customer relationship management (CRM) in small and medium tourism enterprises: A dynamic capabilities perspective. Tourism and hospitality management, 24(1), 63-86. https://doi.org/10.20867/thm.24.1.11
- Mododi Arkhodi, M., Ezadbahksh, M., & Najafi Arkhodi, E. (2021). Identifying the Factors affecting Customers’ Loyalty to Ecolodges Case study: Selected accommodations in South Khorasan. Journal of Geography and Regional Development, 18(2), 168-139. [In Persian].
- MOhamadi, E., Rezaee, Z., & Ahmadi, M. (2015). The relationship between customer relationship management and relationship quality and customer lifetime value in the hotel industry. Tourism Management Studies, 10(30), 107-127. [In Persian].
- Mokhtar, S., & Sjahruddin, H. (2019). An examination of the relationships between customer relationship management quality, service quality, customer satisfaction and customer loyalty: The case of five star hotels. Advances in Social Sciences Research Journal, 6(2).12-34. https:// DoI:10.14738/assrj.62.6202
- Mollaee, N., Zanjirchi, S., Mirghafoori, S. H., & Zare Ahmadabadi, H. (2022). Customer Relationship Management Successful Implementation in Tourism Industry. Journal of Tourism and Development,11(4),1-20. [In Persian].
- Moudud-Ul-Huq, S., Akter, R., Mahmud, M. S., & Hasan, N. (2021). Impact of Customer Relationship Management on Tourist Satisfaction, Loyalty, and Retention: Saint Martin's Island. International Journal of Customer Relationship Marketing and Management (IJCRMM), 12(3), 20-37. DOI: 10.4018/IJCRMM.2021070102
- Papadopoulou, N.M., Ribeiro, M.A., & Prayag, G. (2022). Psychological Determinants of Tourist Satisfaction and Destination Loyalty: The Influence of Perceived Overcrowding and Overtourism. Journal of Travel Research, 62, 644 - 662. https://doi.org/10.1177/00472875221089049
- Rahimi, R., Köseoglu, M. A., Ersoy, A. B., & Okumus, F. (2017). Customer relationship management research in tourism and hospitality: a state-of-the-art. Tourism review, 72(2), 209-220. https://doi.org/10.1108/TR-01-2017-0011
- Rahimi, R., Nadda, V. K., & Wang, H. (2018). CRM in tourism: Customer relationship management (CRM). In Digital marketing and consumer engagement: Concepts, methodologies, tools, and applications IGI Global.23, 928-955. DOI: 10.4018/978-1-5225-5187-4.ch047
- Sari, N. P., Daryanto, H. K., & Saptono, I. T. (2018). Pengaruh customer relationship management terhadap kepuasan dan loyalitas nasabah PT Bank BNI. Jurnal Aplikasi Bisnis Dan Manajemen (JABM), 4(1), 129-139. https://doi.org/10.17358/jabm.4.1.129
- shirmohammadi, Y., & Shirzadi, T. (2021). The Effect Of Tourists’ Satisfaction On Loyalty To The Tourism Destination Brand Using The Mediating Variable Of Business Tourists’ Satisfaction In The Post-Corona World (East Asian Tourists). Tourism and Leisure Time, 6(12), 75-93. [In Persian].
- Singh, M. (2017). Customer Relationship Management in Travel & Tourism Industry. IOSR Journal of Business and Management (IOSR-JBM), 19(6), 47-53. http://dx.doi.org/10.35906/jm001.v4i1.296
- Sota, S., Chaudhry, H., & Srivastava, M. K. (2020). Customer relationship management research in hospitality industry: a review and classification. Journal of Hospitality Marketing & Management, 29(1), 39-64. https://doi.org/10.1080/19368623.2019.1595255
- Vitou, A., & Lebot, S. (2008). The influence of customer relationship management on customer loyalty: A theoretical synthesis. International Journal of Hospitality Management, 27(4), 775–793. https://doi.org/10.1080/10548408.2015.1130108
- Vogt, C. A. (2011). Customer relationship management in tourism: Management needs and research applications. Journal of Travel Research, 50(4), 356-364. https://doi.org/10.1177/0047287510368140
- Wang, H., He, H., & Fesenmaier, D. (2014). The Impact of Customer Relationship Management on Customer Loyalty in the Tourism Industry. Journal of Travel Research, 53(3), 373-384.
- Wijaya, BS & Sahetapy. WS (2019). Analysis of the effect of customer relationship management on customer satisfaction and customer loyalty (Study at Kafe Damgo Makassar). Agora, 7 (1).22-34. https://doi.org/10.58471/scientia.v12i03.1634
- Yoon, Y. (2009). Customer relationship management model for the tourism industry. International Journal of Contemporary Hospitality Management, 21(2), 186–204. https://doi.org/10.1016/j.tourman.2005.06.011
|
