| Autor: |
Kuttainen, Christer, Iliachenko, Elena, Salehi-Sangari, Esmail |
| Jazyk: |
angličtina |
| Rok vydání: |
2005 |
| Předmět: |
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| Popis: |
Tourism enterprises can on their websites implement Electronic Customer Relationship Management (e-CRM) features that can promote customer satisfaction and assist in building profitable customer relationships. The present paper incorporates the method of Conjoint Analysis for addressing the effects of e-CRM features on the pre-adoption customer satisfaction of online trip buyers with a tourism website. The study evaluates the profiles of e-CRM features presented as ten hypothetical tourism websites. The results highlight that reservation and product customisation features have the most positive effect on pre-adoption customer satisfaction. Reservation shows also a tendency to boost other low-ranked features in e-CRM profiles. The study supports claims that it is important for potential tourists to be able to reserve and pay for a trip directly on a website. The paper makes a theoretical and methodological contribution to the study of customer satisfaction in an online context. It also provides tourism practitioners with general guidelines on how to design a competitive website. Godkänd; 2005; Bibliografisk uppgift: CD-ROM; 20070601 (ysko) |
| Databáze: |
OpenAIRE |
| Externí odkaz: |
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