Mohammed, Abdul Alem, and Basri Rashid. “Customer Relationship Management ( CRM) in Hotel Industry : A Framework Proposal on the Relationship Among CRM Dimensions, Marketing Capabilities, and Hotel Performance”. International Review of Management and Marketing, vol. 2, no. 4, Sept. 2012, pp. 220-3, https://econjournals.com/index.php/irmm/article/view/297.