1、此文档是毕业设计外文翻译成品（ 含英文原文+中文翻译） ，无需调整复杂的格 式！下载之后直接可用，方便快捷！本文价格不贵,也就几十块钱！一辈子也就 一次的事！ 外文标题：Customer relationship management and hotel performance: the mediating influence of marketing capabilities evidence from the Malaysian hotel industry 外文作者：Abdul Alem Mohammed,Basri B. Rashid,Shaharuddin B. Tahir 文献出处
2、: Information Technology they also indicate that marketing planning and implementation play a mediating role in the relationship between CRM and hotel performance. From the practical perspective, by understanding the relationship among the constructs in the research model, hotel managers could maxim
3、ize use of their internal resources to improve organizational performance. Keywords CRM Hotel performance Marketing capabilities Partial least squares 1Introduction In recent years, Malaysia has seen steady development of the tourism industry, with increasing revenue. Specifically, tourist arrivals
4、increased from 22.05 million in 2008 to 25.70 million in 2015, with receipts adding up to RM69.1 billion (Tourism Malaysia 2016). This income from tourists is therefore an important source of revenue for Malaysia, encouraging further development of the industry. The overall contribution to the economy from the hotel sector is significant. However, the hotel industry in Malaysia operates in an aggressively competitive environment, vulnerable to international competition (Awang et al. 200
