The effect of customer relationship management practices on airline customer loyalty Marwa Salah Fayoum University, Egypt Mohamed A. Abou-Shouk University of Sharjah, United Arab Emirates 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. Keywords: CRM, Airlines, Satisfaction, loyalty, EgyptAir, Egypt JEL Classification: L93, L14, N37 Biographical note: Marwa Salah holds a PhD of Tourism and Hospitality from Fayoum Univversity, Egypt. She is currently an Associate Professor at the Faculty of Tourism and Hotels, Fayoum University, Egypt. Her research interests are: tourism investment, tourism crises management, human resources development in tourism and hospitality, and sustainable tourism. Mohamed A. Abou-Shouk holds a PhD of Tourism and Hospitality from Plymouth University, UK. He is currently an Associate Professor at the College of Arts, Humanities, and Social Sciences, University of Sharjah, UAE. His research interests are: technology/ internet adoption behaviour in tourism and hospitality SMEs, e-tourism, e-commerce and emarketing in tourism and hospitality, Entrepreneurship in Tourism and Hospitality, and structural equation modelling-based quantitative research in tourism. His work has been published in a range of reputable journals including: Tourism Management, Journal of Hospitality & Tourism Research, International Journal of Tourism Research, Journal of Travel and Tourism Marketing, and Tourism Planning & Development. Corresponding author: Mohamed A. Abou-Shouk (این آدرس ایمیل توسط spambots حفاظت می شود. برای دیدن شما نیاز به جاوا اسکریپت دارید).