{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,5,20]],"date-time":"2026-05-20T06:15:49Z","timestamp":1779257749592,"version":"3.51.4"},"reference-count":81,"publisher":"Emerald","issue":"1","license":[{"start":{"date-parts":[[2016,1,11]],"date-time":"2016-01-11T00:00:00Z","timestamp":1452470400000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["IJCHM"],"published-print":{"date-parts":[[2016,1,11]]},"abstract":"<jats:sec><jats:title content-type=\"abstract-subheading\">Purpose<\/jats:title><jats:p>The purpose of this research is to empirically investigate the impact of organizational culture on implementing customer relationship management (CRM) in the hotel industry.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Design\/methodology\/approach<\/jats:title><jats:p>The research is conducted with a quantitative approach and a questionnaire adapted from Denison Organizational Culture Survey, and the Mendoza CRM model is the research instrument. The questionnaire was administered among 346 managers of a chain hotel in the UK. Gathered data were subjected to correlation and multiple regression analyses.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Findings<\/jats:title><jats:p>The correlation analysis demonstrates that organizational culture factors of adaptability, consistency, staff involvement and mission have a positive significant impact on CRM implementations. The multiple regression analysis further showed that though CRM implementation is highly correlated with these four factors, its successful implementation is not dependent on all of them.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Research limitations\/implications<\/jats:title><jats:p>The research is conducted in the frame of a case study where a UK chain hotel is selected; therefore, the findings cannot be generalized to a larger population. This research is conducted in the context of hotel industry and the result might be different for other industries. Due to the limitation in access to all employees, only managers were selected as the sample of the study and future studies with all staff may show different results.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Practical implications<\/jats:title><jats:p>Organizational culture readiness is one of the most important requirements in CRM implementation initiatives. The results of this study will benefit hotel managers in measuring their organizational culture and improve it toward better CRM outcomes.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-subheading\">Originality\/value<\/jats:title><jats:p>Previous studies on organizational culture and CRM with qualitative approaches have tried to highlight the role of organizational culture on CRM implementation or some have attempted to identify the organizational culture factors with potential impact on CRM implementations. However, very few of these studies have empirically investigated the impacts of organizational culture on CRM implementation, and this is the first study that empirically investigates this impact in the context of the hotel industry.<\/jats:p><\/jats:sec>","DOI":"10.1108\/ijchm-04-2014-0176","type":"journal-article","created":{"date-parts":[[2016,1,4]],"date-time":"2016-01-04T04:49:54Z","timestamp":1451882994000},"page":"89-112","source":"Crossref","is-referenced-by-count":84,"title":["Implementing Customer Relationship Management (CRM) in hotel industry from organizational culture perspective"],"prefix":"10.1108","volume":"28","author":[{"given":"Roya","family":"Rahimi","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Ebru","family":"Gunlu","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","reference":[{"key":"key2020121902384695700_ref001","first-page":"1","article-title":"The effect of organizational culture on CRM success","year":"2013"},{"key":"key2020121902384695700_ref002","first-page":"25","article-title":"CRM success factors taxonomy","year":"2008"},{"key":"key2020121902384695700_ref003","unstructured":"Almotairi, M.A. (2010), \u201cEvaluation of the implementation of CRM in developing countries\u201d, Published PhD Dissertation, Business School, Burunel University, London."},{"key":"key2020121902384695700_ref004","volume-title":"Handbook of Organizational Culture And Climate","year":"2000"},{"issue":"2","key":"key2020121902384695700_ref005","doi-asserted-by":"crossref","first-page":"89","DOI":"10.1108\/02635570210419636","article-title":"Customer relationship management: key components for IT success","volume":"102","year":"2002","journal-title":"Industrial Management and Data Systems"},{"issue":"5","key":"key2020121902384695700_ref007","doi-asserted-by":"crossref","first-page":"375","DOI":"10.1016\/S0019-8501(03)00011-7","article-title":"Creating customer knowledge competence: managing customer relationship management programs strategically","volume":"32","year":"2003","journal-title":"Industrial Marketing Management"},{"issue":"7","key":"key2020121902384695700_ref008","doi-asserted-by":"crossref","first-page":"1015","DOI":"10.1016\/j.jss.2005.10.018","article-title":"Methodology for customer relationship management","volume":"79","year":"2006","journal-title":"The Journal of Systems and Software"},{"issue":"5","key":"key2020121902384695700_ref009","doi-asserted-by":"crossref","first-page":"672","DOI":"10.1108\/14637150310496758","article-title":"Understanding customer relationship management (CRM): people, process and technology","volume":"9","year":"2003","journal-title":"Business Process Management Journal"},{"key":"key2020121902384695700_ref010","volume-title":"Sampling Techniques","year":"1977","edition":"3rd ed."},{"issue":"3","key":"key2020121902384695700_ref011","doi-asserted-by":"crossref","first-page":"267","DOI":"10.1057\/palgrave.jt.5740153","article-title":"Monitoring qualitative aspects of CRM implementation: the essential dimension of mangement responsibility for employee involvement and acceptance","volume":"13","year":"2005","journal-title":"Journal of Targeting, Measurement and Analysis for Marketing"},{"issue":"1","key":"key2020121902384695700_ref012","doi-asserted-by":"crossref","first-page":"21","DOI":"10.1111\/j.1936-4490.2003.tb00303.x","article-title":"Critical success factors of CRM technological initiatives","volume":"20","year":"2003","journal-title":"Canadian Journal of Administrative Sciences\/Revue Canadienne des Sciences de l\u2019Administration"},{"issue":"5","key":"key2020121902384695700_ref013","doi-asserted-by":"crossref","first-page":"314","DOI":"10.1108\/09544780410551241","article-title":"Evaluating CRM to contribute to TQM i\u0307mprovement \u2013 a cross case comparison","volume":"16","year":"2004","journal-title":"The TQM Magazine"},{"issue":"9","key":"key2020121902384695700_ref014","doi-asserted-by":"crossref","first-page":"588","DOI":"10.1016\/j.technovation.2009.05.007","article-title":"The strategic management of information technology in UAE hotels: an exploratory study of TQM, SCM, and CRM implementations","volume":"29","year":"2009","journal-title":"Technovation"},{"issue":"1","key":"key2020121902384695700_ref016","first-page":"205","article-title":"Corporate culture and organizational effectiveness: is there a similar pattern around the world?","volume":"3","year":"2003","journal-title":"Advances in Global Leadership"},{"issue":"2","key":"key2020121902384695700_ref019","doi-asserted-by":"crossref","first-page":"204","DOI":"10.1287\/orsc.6.2.204","article-title":"Toward a theory of organizational culture and effectiveness","volume":"6","year":"1995","journal-title":"Organizational Science"},{"key":"key2020121902384695700_ref015","volume-title":"Denison Organizational Culture Survey","year":"1996"},{"issue":"1","key":"key2020121902384695700_ref017","first-page":"1","article-title":"Diagnosing organizational cultures: a conceptual and empirical review of culture effectiveness surveys","volume":"1","year":"2012","journal-title":"European Journal of Work and Organizational Psychology"},{"key":"key2020121902384695700_ref018","unstructured":"Dickie, J. (2000), \u201cWhy CRM projects fail\u201d, First Wave, available at: www.firstwave.net"},{"key":"key2020121902384695700_ref079","volume-title":"The CRM Handbook: A Business Guide to Customer Relationship Management","year":"2002"},{"issue":"8","key":"key2020121902384695700_ref020","doi-asserted-by":"crossref","first-page":"1021","DOI":"10.1080\/02642060701673703","article-title":"Towards a successful CRM implementation in banks: an integrated model","volume":"27","year":"2007","journal-title":"The Service Industries Journal"},{"issue":"2","key":"key2020121902384695700_ref021","doi-asserted-by":"crossref","first-page":"68","DOI":"10.1057\/dbm.2008.5","article-title":"What makes for CRM system success or failure?","volume":"15","year":"2008","journal-title":"Journal of Database Marketing & Customer Strategy Management"},{"issue":"3","key":"key2020121902384695700_ref022","doi-asserted-by":"crossref","first-page":"161","DOI":"10.1108\/09544789910262734","article-title":"Customer relationship leadership: a leadership and motivation model for the twenty-first century business","volume":"11","year":"1999","journal-title":"The TQM Magazine"},{"key":"key2020121902384695700_ref023","volume-title":"Multivariate Data Analysis with Readings","year":"1995"},{"key":"key2020121902384695700_ref024","volume-title":"Research Methods for Business","year":"2007"},{"issue":"4","key":"key2020121902384695700_ref025","doi-asserted-by":"crossref","first-page":"677","DOI":"10.1037\/a0021987","article-title":"Organizational culture and organizational effectiveness: a meta-analytic investigation of the competing values framework\u2019s theoretical suppositions","volume":"96","year":"2011","journal-title":"Journal of Applied Psychology"},{"key":"key2020121902384695700_ref026","unstructured":"Iriana, R. and Buttle, F. (2004), \u201cThe impact of people and organisational culture on CRM financial outcomes\u201d, Paper presented at the Academy of Marketing Conference, Cheltenham."},{"issue":"2","key":"key2020121902384695700_ref027","first-page":"1","article-title":"Customer Relationship Management (CRM): system implementations","volume":"6","year":"2006","journal-title":"International Journal of Knowledge, Culture and Change Management"},{"issue":"3\/4","key":"key2020121902384695700_ref028","first-page":"467","article-title":"Does organisational culture influence CRM\u2019s financial outcomes?","volume":"29","year":"2013","journal-title":"Journal of Marketing Management"},{"issue":"3","key":"key2020121902384695700_ref029","doi-asserted-by":"crossref","first-page":"607","DOI":"10.5367\/te.2012.0125","article-title":"Impact of CRM implementation on hotel efficiency: evidence from the Slovenian hotel sector","volume":"18","year":"2012","journal-title":"Tourism Economics"},{"issue":"6","key":"key2020121902384695700_ref030","doi-asserted-by":"crossref","first-page":"1087","DOI":"10.1111\/j.1540-6210.2009.02066.x","article-title":"Instruments for exploring organizational culture: a review of the literature","volume":"69","year":"2009","journal-title":"Public Administration Review"},{"issue":"5","key":"key2020121902384695700_ref031","first-page":"42","article-title":"CRM failure and the seven deadly sins","volume":"13","year":"2004","journal-title":"Marketing Management Journal"},{"issue":"6","key":"key2020121902384695700_ref032","doi-asserted-by":"crossref","first-page":"853","DOI":"10.1016\/j.im.2004.08.006","article-title":"The state of CRM adoption by the financial services in the UK: an empirical investigation","volume":"42","year":"2005","journal-title":"Information and Management"},{"issue":"2","key":"key2020121902384695700_ref033","first-page":"28","article-title":"Successful application a CRM Program in a non profit organization","volume":"24","year":"2004","journal-title":"Journal of Marketing Theory and Practice"},{"issue":"4","key":"key2020121902384695700_ref034","doi-asserted-by":"crossref","first-page":"70","DOI":"10.1111\/1467-8616.00235","article-title":"Eleven misconceptions about customer relationship management","volume":"13","year":"2002","journal-title":"Business Strategy Review"},{"issue":"6","key":"key2020121902384695700_ref081","doi-asserted-by":"crossref","first-page":"715","DOI":"10.1080\/1478336032000053843","article-title":"Strategic analysis of customer relationship management\u2014a field study on hotel enterprises","volume":"14","year":"2003","journal-title":"Total Quality Management and Business Excellence"},{"issue":"1","key":"key2020121902384695700_ref035","first-page":"160","article-title":"The design, implementation and monitoring of a CRM programme: a case study","volume":"22","year":"2004","journal-title":"Marketing Intelligence and Planning"},{"issue":"2","key":"key2020121902384695700_ref036","doi-asserted-by":"crossref","first-page":"139","DOI":"10.1108\/09596111011018151","article-title":"Customer Relationship Management for hotels in Hong Kong","volume":"22","year":"2010","journal-title":"International Journal of Contemporary Hospitality Management"},{"issue":"5","key":"key2020121902384695700_ref037","first-page":"98","article-title":"A strategic approach for successful CRM: a European perspective","volume":"2","year":"2005","journal-title":"Problems and Perspectives in Management"},{"issue":"8","key":"key2020121902384695700_ref038","first-page":"913","article-title":"Critical success factors for a customer relationship management strategy","volume":"49","year":"2006","journal-title":"Information and Software Technology"},{"issue":"5\/6","key":"key2020121902384695700_ref039","first-page":"527","article-title":"Mapping the re-engagement of CRM with relationship marketing","volume":"40","year":"2006","journal-title":"European Journal of Marketing"},{"key":"key2020121902384695700_ref040","volume-title":"Psychometric Theory","year":"1978"},{"key":"key2020121902384695700_ref082","doi-asserted-by":"crossref","first-page":"95","DOI":"10.1007\/978-94-011-0539-2_9","article-title":"Business process re-engineering\u2014the route to integrating TQM into the business strategy","volume-title":"Total Quality Management","year":"1995"},{"issue":"1","key":"key2020121902384695700_ref041","doi-asserted-by":"crossref","first-page":"30","DOI":"10.1177\/001088040004100121","article-title":"Experience-based travel","volume":"41","year":"2000","journal-title":"Cornell Hotel and Restaurant Administration Quarterly"},{"issue":"3","key":"key2020121902384695700_ref042","doi-asserted-by":"crossref","first-page":"225","DOI":"10.1080\/09652540210152521","article-title":"Relationships and technology: strategic implications","volume":"10","year":"2002","journal-title":"Journal of Strategic Marketing"},{"key":"key2020121902384695700_ref043","doi-asserted-by":"crossref","first-page":"3","DOI":"10.4135\/9781452231310.n1","article-title":"The domain and conceptual foundations of relationship marketing","volume-title":"Handbook of Relationship Marketing","year":"2000"},{"issue":"6","key":"key2020121902384695700_ref044","first-page":"527","article-title":"The role of multichannel integration in customer relationship management","volume":"33","year":"2005","journal-title":"Industrial Marketing Management"},{"issue":"1","key":"key2020121902384695700_ref045","doi-asserted-by":"crossref","first-page":"34","DOI":"10.1590\/S1807-76922009000100004","article-title":"What lies behind the concept of Customer Relationship Management? Discussing the essence of CRM through a phenomenological approach","volume":"6","year":"2009","journal-title":"Brazilian Administration Review"},{"key":"key2020121902384695700_ref046","volume-title":"The One to One Future: Building Relationships One Customer at a Time","year":"1993"},{"issue":"1","key":"key2020121902384695700_ref047","first-page":"61","article-title":"Customer Relationship Management \u2013 a driver for change in the structure of the US lodging industry","volume":"4","year":"2003","journal-title":"The Cornell Hotel and Restaurant Administration Quarterly"},{"key":"key2020121902384695700_ref048","unstructured":"Pryce, J. (2004), \u201cAn examination of the influence of organisational culture on the service predispositions of hospitality workers in tropical North Queensland\u201d, PhD thesis, James Cook University, Townsville."},{"issue":"1","key":"key2020121902384695700_ref049","first-page":"1","article-title":"Customer Relationship Management (CRM) process from theory to practice: the preimplementation plan of CRM system","volume":"1","year":"2011","journal-title":"International Journal of e-Education, e-Business, e-Management and e-Learning"},{"issue":"1","key":"key2020121902384695700_ref050","doi-asserted-by":"crossref","first-page":"39","DOI":"10.2753\/PSS0885-3134260104","article-title":"Leveraging CRM for sales: the role of organizational capabilities in successful CRM implementation","volume":"26","year":"2006","journal-title":"Journal of Personal Selling and Sales Management"},{"key":"key2020121902384695700_ref085","first-page":"73","article-title":"Lessons of CRM","volume":"6","year":"2003","journal-title":"International Journal of Customer Relationship Management"},{"issue":"1","key":"key2020121902384695700_ref051","first-page":"293","article-title":"The Customer Relationship Management process: its measurement and impact on performance","volume":"7","year":"2004","journal-title":"Journal of Marketing Research"},{"issue":"7","key":"key2020121902384695700_ref052","first-page":"927","article-title":"An examination of customer relationship management (CRM) technology adoption and its impact on business-to-business customer relationships","volume":"18","year":"2007","journal-title":"Total Quality Management and Business Excellence"},{"issue":"20","key":"key2020121902384695700_ref053","first-page":"101","article-title":"Avoid the four perils of CRM","volume":"80","year":"2002","journal-title":"Harvard Business Review"},{"issue":"4","key":"key2020121902384695700_ref054","doi-asserted-by":"crossref","first-page":"641","DOI":"10.1016\/j.eswa.2004.12.021","article-title":"The priority factor model for customer relationship management system success","volume":"28","year":"2005","journal-title":"Expert Systems with Applications"},{"issue":"5","key":"key2020121902384695700_ref055","doi-asserted-by":"crossref","first-page":"534","DOI":"10.1016\/S0263-2373(01)00067-6","article-title":"Cross-functional issues in the implementation of relationship marketing through customer relationship management","volume":"19","year":"2001","journal-title":"European Management Journal"},{"key":"key2020121902384695700_ref056","first-page":"188","article-title":"Culture and performance","volume-title":"The Handbook of Organizational Culture and Climate","year":"2011","edition":"2nd ed."},{"issue":"1","key":"key2020121902384695700_ref058","first-page":"343","article-title":"The SOCO scale: a measure of the customer orientation of salespeople","volume":"19","year":"1982","journal-title":"Journal of Marketing Research"},{"issue":"1","key":"key2020121902384695700_ref059","doi-asserted-by":"crossref","first-page":"3","DOI":"10.1300\/J366v01n01_02","article-title":"Evolving relationship marketing into a discipline","volume":"1","year":"2002","journal-title":"Journal of Relationship Marketing"},{"issue":"4","key":"key2020121902384695700_ref060","doi-asserted-by":"crossref","first-page":"341","DOI":"10.1057\/palgrave.jt.5740025","article-title":"Efficacy of financial measures of marketing: it depends on markets and marketing strategies","volume":"9","year":"2001","journal-title":"Journal of Targeting, Measurement and Analysis for Marketing"},{"issue":"3","key":"key2020121902384695700_ref061","doi-asserted-by":"crossref","first-page":"391","DOI":"10.1016\/j.ijhm.2004.08.008","article-title":"Customer Relationship Management in hotel operations: managerial and operational implications","volume":"24","year":"2005","journal-title":"International Journal of Hospitality Management"},{"key":"key2020121902384695700_ref062","first-page":"807","article-title":"In search of the next big thing: IT issues and trends facing the hospitality industry","volume-title":"Tourism Management","year":"2004"},{"issue":"4","key":"key2020121902384695700_ref063","doi-asserted-by":"crossref","first-page":"221","DOI":"10.1080\/10572317.2011.10762904","article-title":"Factors affecting customer relationship management practices in Thai academic libraries","volume":"43","year":"2011","journal-title":"The International Information and Library Review"},{"issue":"3","key":"key2020121902384695700_ref064","first-page":"267","article-title":"CRM systems: necessary, but not sufficient, REAP the benefits of customer management","volume":"9","year":"2002","journal-title":"Journal of Database Marketing"},{"key":"key2020121902384695700_ref077","first-page":"3","article-title":"Defining CRM and assessing its quality","year":"2001","journal-title":"Successful Customer Relationship Marketing"},{"key":"key2020121902384695700_ref065","volume-title":"Using Multivariate Statistics","year":"1996"},{"key":"key2020121902384695700_ref066","article-title":"Intelligence CRM: a contact center model","year":"2007"},{"issue":"4","key":"key2020121902384695700_ref078","doi-asserted-by":"crossref","first-page":"70","DOI":"10.1111\/1467-8616.00235","article-title":"Eleven misconceptions about customer relationship management","volume":"13","year":"2002","journal-title":"Business Strategy Review"},{"issue":"4","key":"key2020121902384695700_ref067","doi-asserted-by":"crossref","first-page":"30","DOI":"10.1509\/jmkg.67.4.30.18685","article-title":"Understanding the effect of customer relationship management efforts on customer retention and customer share development","volume":"67","year":"2003","journal-title":"Journal of Marketing"},{"issue":"3","key":"key2020121902384695700_ref068","doi-asserted-by":"crossref","first-page":"864","DOI":"10.1016\/j.ijhm.2011.10.005","article-title":"Relationship or revenue: potential management conflicts between customer relationship management and hotel revenue management","volume":"31","year":"2012","journal-title":"International Journal of Hospitality Management"},{"key":"key2020121902384695700_ref083","first-page":"193","article-title":"Organizational culture as a predictor of organizational performance","year":"2000","journal-title":"Handbook of Organizational Climate and Culture"},{"issue":"2","key":"key2020121902384695700_ref070","first-page":"193","article-title":"Factors for success in customer relationship management (CRM) systems","volume":"18","year":"2002","journal-title":"Journal of Marketing Management"},{"issue":"1","key":"key2020121902384695700_ref071","doi-asserted-by":"crossref","first-page":"276","DOI":"10.1016\/j.ijhm.2011.06.012","article-title":"The relationship between CRM, RM, and business performance: a study of the hotel industry in Taiwan","volume":"31","year":"2012","journal-title":"International Journal of Hospitality Management"},{"issue":"4","key":"key2020121902384695700_ref080","doi-asserted-by":"crossref","first-page":"1254","DOI":"10.1016\/j.ijhm.2012.03.005","article-title":"Comparison between hotels and motels using CRM effect model\u2013an empirical study in Taiwan","volume":"31","year":"2012","journal-title":"International Journal of Hospitality Management"},{"issue":"3","key":"key2020121902384695700_ref084","doi-asserted-by":"crossref","first-page":"290","DOI":"10.1016\/j.jwb.2008.03.019","article-title":"Organizational culture and firm effectiveness: an examination of relative effects of culture traits and the balanced culture hypothesis in an emerging economy","volume":"43","year":"2008","journal-title":"Journal of World Business"},{"issue":"6","key":"key2020121902384695700_ref072","doi-asserted-by":"crossref","first-page":"475","DOI":"10.1016\/j.indmarman.2004.01.006","article-title":"An evaluation of divergent perspectives on customer relationship management: towards a common understanding of an emerging phenomenon","volume":"33","year":"2004","journal-title":"Industrial Marketing Management"},{"issue":"7","key":"key2020121902384695700_ref073","doi-asserted-by":"crossref","first-page":"763","DOI":"10.1016\/j.jbusres.2009.06.005","article-title":"Linking organizational culture, structure, strategy, and organizational effectiveness: mediating role of knowledge management","volume":"63","year":"2010","journal-title":"Journal of Business Research"},{"key":"key2020121902384695700_ref074","volume-title":"Customer Relationship Management: Concepts and Tools","year":"2004"},{"key":"key2020121902384695700_ref075","first-page":"44","article-title":"Cr\u0131t\u0131cal success factors for customer relat\u0131onsh\u0131p management implementat\u0131ons","year":"2010"}],"container-title":["International Journal of Contemporary Hospitality Management"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/www.emeraldinsight.com\/doi\/full-xml\/10.1108\/IJCHM-04-2014-0176","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/IJCHM-04-2014-0176\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/IJCHM-04-2014-0176\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,25]],"date-time":"2025-07-25T01:17:50Z","timestamp":1753406270000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/ijchm\/article\/28\/1\/89-112\/115883"}},"subtitle":["Case of a chain hotel in the UK"],"short-title":[],"issued":{"date-parts":[[2016,1,11]]},"references-count":81,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2016,1,11]]}},"alternative-id":["10.1108\/IJCHM-04-2014-0176"],"URL":"https:\/\/doi.org\/10.1108\/ijchm-04-2014-0176","relation":{},"ISSN":["0959-6119"],"issn-type":[{"value":"0959-6119","type":"print"}],"subject":[],"published":{"date-parts":[[2016,1,11]]}}}