N. S. N. Mohd Baharieman, L. H. S. Azwan, H. C. Ngah, W. N. W. Nawawi, and F. A. C. Ishak, “The Elements of Customer Relationship Management and Their Impact on Customer Satisfaction: A Study of Five-Star Hotels in Malaysia”, IMBR, vol. 17, no. 1(I)S, pp. 24-35, Mar. 2025.