Pre-adoption customer satisfaction with tourism websites: conjoint analysis of electronic customer relationship management features
2005 (English)In: The AM2005, Academy of Marketing Conference, 2005, 273- p.Conference paper (Refereed)
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.
Place, publisher, year, edition, pages
2005. 273- p.
Research subject Industrial Marketing
IdentifiersURN: urn:nbn:se:ltu:diva-35861Local ID: a8fbd1c0-1017-11dc-b9dd-000ea68e967bOAI: oai:DiVA.org:ltu-35861DiVA: diva2:1009115
Academy of Marketing Conference : 05/07/2005 - 07/07/2005
Godkänd; 2005; Bibliografisk uppgift: CD-ROM; 20070601 (ysko)2016-09-302016-09-30Bibliographically approved