Please use this identifier to cite or link to this item: https://hdl.handle.net/10419/215629 
Year of Publication: 
2019
Citation: 
[Journal:] Journal of Tourism, Heritage & Services Marketing [ISSN:] 2529-1947 [Volume:] 5 [Issue:] 2 [Publisher:] International Hellenic University [Place:] Thessaloniki [Year:] 2019 [Pages:] 11-19
Publisher: 
International Hellenic University, Thessaloniki
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.
Subjects: 
customer relationship management
Airlines
Satisfaction
loyalty
JEL: 
L14
L93
N37
Persistent Identifier of the first edition: 
Creative Commons License: 
cc-by-nc-nd Logo
Document Type: 
Article
Document Version: 
Published Version
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