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Pre-adoption customer satisfaction with tourism websites: conjoint analysis of electronic customer relationship management features
Luleå University of Technology, Department of Business Administration, Technology and Social Sciences, Business Administration and Industrial Engineering.
2005 (English)In: The AM2005, Academy of Marketing Conference, 2005, 273- p.Conference paper (Refereed)
Abstract [en]

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
URN: urn:nbn:se:ltu:diva-35861Local ID: a8fbd1c0-1017-11dc-b9dd-000ea68e967bOAI: diva2:1009115
Academy of Marketing Conference : 05/07/2005 - 07/07/2005
Godkänd; 2005; Bibliografisk uppgift: CD-ROM; 20070601 (ysko)Available from: 2016-09-30 Created: 2016-09-30Bibliographically approved

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Kuttainen, ChristerIliachenko, ElenaSalehi-Sangari, Esmail
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