E-Relational Characteristics on Hospitality and Tourism Program Web Sites

Hu, Clark; Han, Yunxuan; Jang, SooCheong; Bai, Billy

doi:10.1177/1096348005276496

Cited by 23 publications

(12 citation statements)

References 18 publications

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“…To attract customers to provide such information, the means by which customer contact information is collected should be varied (Brey, So, Kim, & Morrison, 2007). Hu, Han, Jang, and Bai (2005) stressed that both the hospitality and tourism industries and academic institutes need to maintain a good relationship with their prospective customers and students, and proposed using database management techniques to provide efficient solutions to boost relationships with prospective students and customers.…”

Section: The Supplier Perspective Online Marketingmentioning

confidence: 99%

Information Technology Applications in Hospitality and Tourism: A Review of Publications From 2005 to 2007

Law

Leung

Buhalis

2009

Journal of Travel & Tourism Marketing

286

175

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ABSTRACT. The tourism and hospitality industries have widely adopted information technology (IT) to reduce costs, enhance operational efficiency, and most importantly to improve service quality and customer experience. This article offers a comprehensive review of articles that were published in 57 tourism and hospitality research journals from 2005 to 2007. Grouping the findings into the categories of consumers, technologies, and suppliers, the article sheds light on the evolution of IT applications in the tourism and hospitality industries. The article demonstrates that IT is increasingly becoming critical for the competitive operations of the tourism and hospitality organizations as well as for managing the distribution and marketing of organizations on a global scale.

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Section: The Supplier Perspective Online Marketingmentioning

confidence: 99%

Information Technology Applications in Hospitality and Tourism: A Review of Publications From 2005 to 2007

Law

Leung

Buhalis

2009

Journal of Travel & Tourism Marketing

286

175

View full text Add to dashboard Cite

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“…These authors also explored the ways that the constructs of Guanxi can be combined with CRM. Hu et al (2005) investigated the ways e-CRM theories can be applied to the websites of selected postsecondary H&T programs in the United States. McCall and Voorhees (2010) focused on the factors that drive a successful loyalty program.…”

Section: B Tourism-related Crm Literature and Related Themesmentioning

confidence: 99%

Customer relationship management research in tourism and hospitality: a state-of-the-art

Rahimi

Köseoğlu

Ersoy

et al. 2017

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Purpose: This study aimed to provide a critical review of the evolution of customer relationship management (CRM) research in the hospitality and tourism field.Design/methodology/approach: The study conducted a thorough systematical literature review by collecting papers from 14 leading tourism and hospitality journals. The examination of the literature is first based on the evolution of CRM notion and its definitions. Next, CRM studies in the literature that are related to hospitality and tourism were assessed based on their timelines and themes. Thirdly, the studies were classified based on CRM components and its impacts on firms' performances. Findings:The literature review provided an in-depth understanding on the progress of CRM based on the selected topics and suggests a redesigned research agenda for scholars, graduate students, and practitioners. Implications:This study provides new and meaningful avenues for further research in CRM in hospitality and tourism area.Originality/value: CRM has a key role in business performance and increased customer satisfaction and retention, specifically in the context of the service industry. To date, scholars have produced an abundant number of CRM related studies in tourism and hospitality journals. In this study, the progress of CRM research conducted in the tourism and hospitality sector is critically reviewed. . Despite the growing interest of researchers in studying CRM, there is still very little research that focuses on evolution and state-of-the-art aspects of CRM in the H&T field. Having identified this in the field, the main purpose of this study is to assess the progress of CRM. The paper proceeds as follows. We first examined the evolution of the definition of CRM. Next, CRM studies in the literature that are related to H&T were assessed based on their timelines and themes. Thirdly, the studies were classified based on the three CRM components namely people, process and technology and CRM impacts on firms' performances. Finally, future research topics and methods are discussed.

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“…Although hotel and tourism companies can collect information in order to give their customers personally tailored services (Hu, Han, Jang, & Bai, 2005;Piccoli, 2008), customer reactions often reveal that they think companies use their data to do things that are not in the customer's interest (Adkinson, Eisenach, & Lenard, 2002;Horne, Norberg, & Ekin, 2007;Lee & Cranage, 2011). Concerns about improper hotel information practices may make customers conceal or falsify their personal information, which makes it difficult for companies to use data to create tailored service (Head & Hassanein, 2002).…”

Section: Privacy Concerns and Perceived Controlmentioning

confidence: 99%

Presentation Formats of Policy Statements on Hotel Websites and Privacy Concerns

Lee

Law

2012

Journal of Hospitality & Tourism Research

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Information privacy is one of the major reasons that explains why many travelers are hesitant to provide personal information for online reservations. Despite the fact that most hotels provide privacy policy statements on their websites, little research has been done to examine how the format of these privacy statements affects customer trust. Based on the control/restricted theory and cognitive theory of multimedia learning, this study demonstrates how perceived control and learning can affect trust.Participants were shown validated privacy policy statements in a text format or a video format before they rated the trustworthiness of the hotel. The findings from 193 usable samples confirmed that the video was more effective in increasing trust and that it did so by increasing perceived control. The results suggest that hotel companies without a strong brand history can still establish customer trust by providing a welllocated, well-executed, and easily understood online video privacy statement.Theoretical and managerial implications are discussed, and future research suggestions are provided.

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E-Relational Characteristics on Hospitality and Tourism Program Web Sites

Cited by 23 publications

References 18 publications

Information Technology Applications in Hospitality and Tourism: A Review of Publications From 2005 to 2007

Information Technology Applications in Hospitality and Tourism: A Review of Publications From 2005 to 2007

Customer relationship management research in tourism and hospitality: a state-of-the-art

Presentation Formats of Policy Statements on Hotel Websites and Privacy Concerns

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