Kamruzzaman, Md2020-03-182020-03-182020-03-18http://hdl.handle.net/10919/97355This article presents two studies on the signaling effects of hotel e-CRM quality. Study 1 found positive effects of e-CRM quality on potential customers’ expectations for hotel service quality, trust in and satisfaction with the hotel website, and purchase intentions from the website. Study 2 found positive relationships between basic, proactive, and partnership e-CRM and hotel rank as reported on TripAdvisor.com. Both studies found that smaller hotels and hotels with lesser known brands benefited more from developing websites with higher e-CRM quality. "This article summary is distributed under a Creative Commons Attribution 4.0 license (CC BY).enCreative Commons Attribution 4.0 Internationalsignaling theoryelectronic customer relationship managemente-CRMwebsite qualitySummary