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Managing customer relationships in the self-service environment of e-tourism
16 references·12 citing·48 second hop
Managing customer relationships in the self-service environment of e-tourism (2007)Managing customer relationships in the se…Technology readiness and the evaluation and adoption of self-service technologies (2005)Technology readiness and the …Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies (2005)Choosing among Alternative Se…Modeling Participation in an Online Travel Community (2004)Modeling Participation in an …First Timers’ and Repeaters’ Perceived Value (2004)First Timers’ and Repeaters’ …Determinants of continued use of the WWW: an integration of two theoretical models (2004)Determinants of continued use…Customer Relationship Management (2004)Customer Relationship Managem…CRM done right. (2004)CRM done right.Can Tourism Providers Buy their Customers’ Loyalty? Examining the Influence of Customer-Provider Investments on Loyalty (2004)Can Tourism Providers Buy the…Electronic Commerce Customer Relationship Management: A Research Agenda (2003)Electronic Commerce Customer …The future eTourism intermediaries (2002)The future eTourism intermedi…E‐CRM Web service attributes as determinants of customer satisfaction with retail Web sites (2002)E‐CRM Web service attributes …Strategy and the Internet. (2001)Strategy and the Internet.Cross-functional issues in the implementation of relationship marketing through customer relationship management (2001)Cross-functional issues in th…Customer Relationship Management (CRM) in financial services (2000)Customer Relationship Managem…Information Technology and Tourism — A Challenging Relationship (1999)Information Technology and To…LEARNING FROM CUSTOMER DEFECTIONS (1996)LEARNING FROM CUSTOMER DEFECT…A Review of Self-Service Technology Adoption in the Tourism and Hospitality Industry (2024)A Review of Self-Service Tech…The Role of Mobile Technology in Tourism: Patents, Articles, News, and Mobile Tour App Reviews (2017)The Role of Mobile Technology…Investigating consumers’ adoption of SSTs – a case study representing India’s hospitality industry (2017)Investigating consumers’ adop…Customer relationship management and hotel performance: the mediating influence of marketing capabilities—evidence from the Malaysian hotel industry (2017)Customer relationship managem…Revisiting Relationship Marketing and Customer Relationship Management in Leading Tourism and Hospitality Journals: Research Trends From 2001 to 2013 (2015)Revisiting Relationship Marke…Nowoczesne technologie informacyjne w kształtowaniu innowacji na rynku turystycznym (2015)Nowoczesne technologie inform…ICT adoption in hotels and electronic word-of-mouth (2015)ICT adoption in hotels and el…Technology-enabled services: imporTance and role of Technology readiness (2014)Technology-enabled services: …The balance of the impact of quality and recovery on satisfaction: the case of e-travel (2013)The balance of the impact of …Towards a new model of “customer compliance” service provision (2010)Towards a new model of “custo…The role of information technology in relationships between travel agencies and their suppliers (2010)The role of information techn…THE JOINT EFFECTS OF SERVICE FAILURE MODE, RECOVERY EFFORT, AND GENDER ON CUSTOMERS' POST‐RECOVERY SATISFACTION (2009)THE JOINT EFFECTS OF SERVICE …How information gives you competitive advantage (1985)Tourism, Technology and Competitive Strategies (1993)Information Communication Technology Revolutionizing Tourism (2005)Conceptualising technology enhanced destination experiences (2012)A systematic review of research on innovation in hospitality and tourism (2016)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)Whence Consumer Loyalty? 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this work references cited by second hop

References

  • 2001Strategy and the Internet.3,761 cited
  • 2005Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies1,740 cited
  • 1996LEARNING FROM CUSTOMER DEFECTIONS793 cited
  • 1999Information Technology and Tourism — A Challenging Relationship774 cited
  • 2002The future eTourism intermediaries587 cited
  • 2005Technology readiness and the evaluation and adoption of self-service technologies507 cited
  • 2000Customer Relationship Management (CRM) in financial services498 cited
  • 2001Cross-functional issues in the implementation of relationship marketing through customer relationship management433 cited
  • 2004First Timers’ and Repeaters’ Perceived Value370 cited
  • 2004Modeling Participation in an Online Travel Community303 cited
  • 2004Determinants of continued use of the WWW: an integration of two theoretical models231 cited
  • 2002E‐CRM Web service attributes as determinants of customer satisfaction with retail Web sites221 cited
  • 2004CRM done right.221 cited
  • 2004Customer Relationship Management204 cited
  • 2003Electronic Commerce Customer Relationship Management: A Research Agenda181 cited

Only edges whose both ends are imported exist here. Widen the year window, or show the whole map. Back to the work

  • 2004Can Tourism Providers Buy their Customers’ Loyalty? Examining the Influence of Customer-Provider Investments on Loyalty135 cited
  • Cited by

    • 2017The Role of Mobile Technology in Tourism: Patents, Articles, News, and Mobile Tour App Reviews140 cited
    • 2015ICT adoption in hotels and electronic word-of-mouth51 cited
    • 2010Towards a new model of “customer compliance” service provision50 cited
    • 2009THE JOINT EFFECTS OF SERVICE FAILURE MODE, RECOVERY EFFORT, AND GENDER ON CUSTOMERS' POST‐RECOVERY SATISFACTION49 cited
    • 2017Customer relationship management and hotel performance: the mediating influence of marketing capabilities—evidence from the Malaysian hotel industry41 cited
    • 2015Revisiting Relationship Marketing and Customer Relationship Management in Leading Tourism and Hospitality Journals: Research Trends From 2001 to 201340 cited
    • 2013The balance of the impact of quality and recovery on satisfaction: the case of e-travel37 cited
    • 2010The role of information technology in relationships between travel agencies and their suppliers36 cited
    • 2014Technology-enabled services: imporTance and role of Technology readiness20 cited
    • 2017Investigating consumers’ adoption of SSTs – a case study representing India’s hospitality industry14 cited
    • 2015Nowoczesne technologie informacyjne w kształtowaniu innowacji na rynku turystycznym10 cited
    • 2024A Review of Self-Service Technology Adoption in the Tourism and Hospitality Industry7 cited