Antecedents of eCRM Success for Hotel Industry

Cherapanukom, Vimolboon; Yanchinda, Jirawit; Sangkakom, Korawan

doi:10.1109/ectidamtncon51128.2021.9425751

Cited by 2 publications

(1 citation statement)

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“…Room, food and beverage and facilities constitute the main themes related to customer comments on TripAdvisor (Rahimi et al , 2022). Hotel location, facilities, room/bedding cleanliness and security are features contributing to customers’ satisfaction (Cherapanukom et al , 2021; Nguyen and Ho, 2023). Therefore, this study specifically focuses on three attribute aspects: location, facilities, cleanliness and safety.…”

Section: Introductionmentioning

confidence: 99%

An analysis of apartment listings in best destinations on an OTA: Thailand versus Japan

Thongmak

2024

CBTH

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Purpose The sharing economy enables apartment owners to generate income from their assets. “Agoda Homes” is an online travel agent (OTA) that directly competes with Airbnb. A destination has to discover its competitiveness, but few studies have provided an overview of accommodation attributes in each destination, which are crucial to shaping its brand image. This paper aims to illustrate firm-generated content or attributes that apartment owners list about their properties on an OTA platform to comprehend factual information about apartments in each destination with various star ratings and user ratings and to formulate a research model for future studies. Design/methodology/approach Informational content and accommodation attributes for apartments are automatically collected using a Web scraping tool (the Data Miner). Descriptive statistics and text analysis (word cloud and word frequency) are used to analyze data. Findings Findings reveal the primary location, facilities, cleanliness and safety attributes for all apartments in each destination, along with star ratings and user ratings. A research framework for scholars is also suggested. Guidelines for stakeholders in the tourism industry are additionally furnished. Originality/value This work concentrates on apartments, which have received less attention in the tourism literature. The study gathers factual data from a website to mitigate respondent bias issues inherent in the traditional survey methods.

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Section: Introductionmentioning

confidence: 99%

An analysis of apartment listings in best destinations on an OTA: Thailand versus Japan

Thongmak

2024

CBTH

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Customer Relationship Management in Tourism in the Digitalization Process

Çalik

2022

Optimizing Digital Solutions for Hyper-Personalization in Tourism and Hospitality

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Thischapter aimed to explicate CRM concept along with its distinct dimensions. Following the explanation of the denotation, evolution, and types of the CRM concept, the benefits of CRM, success factors, and possible causes for downfall are discussed. Another section of the chapter considers the role and evolution of CRM in the digitization process. This part introduces the reader to the concepts of E-CRM and SCRM that arose during the process, as well as the success conditions and essential aspects of these approaches. This section examines the relationship between customer satisfaction and loyalty in the tourism sector, the impact of CRM on business performance, and CRM applications in the context of destination management. In the last part, CRM practices and approaches in Turkey were discussed in terms of destination management and tourism businesses, and some applications and modules employed in the digitalization process are included.

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Antecedents of eCRM Success for Hotel Industry

Cited by 2 publications

References 10 publications

An analysis of apartment listings in best destinations on an OTA: Thailand versus Japan

An analysis of apartment listings in best destinations on an OTA: Thailand versus Japan

Customer Relationship Management in Tourism in the Digitalization Process

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