Modelling Socio-Digital Customer Relationship Management in the Hospitality Sector During the Pandemic Time

The chapter builds on previous research and offers an updated theoretical model to determine the relationships among social media technologies, customer experience flow, relationship management, brand loyalty, word of mouth, firm performance, engagement across a set moderators in pandemic time. In line with literature, serves as mediator that fully translates effects technology, flow experience, management into positive levels performance. However, all conceptualized are hypothesized be moderated by COVID-19 developments perceptions.