eCRM in the Travel Industry.

Alford, P., 2001. eCRM in the Travel Industry. Travel & Tourism Analyst (1), pp. 57-76.

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Abstract

We are bombarded with Internet forecasts and statistics every day, however there is little doubt that the Internet has permanently changed the face of travel promotion and distribution. While only a minority of consumers are actually prepared to buy online at the present time, this minority is growing and there are large numbers of consumers who wish to use the Internet for information and communication. Travel and hospitality companies are selling an information-rich product and will need to leverage the full range of offline and e-channels to engage their customers in dialogue. The Internet does not have any respect for geographic or organisational boundaries and companies will have to forge new business models, involving partnerships and customer-driven product design, in order to meet the needs of the online consumer. There are major challenges and opportunities for companies wishing to add the e to their CRM strategy.

Item Type:Article
ISSN:0959-6186
Subjects:Technology > Business, Management and Marketing
Social Sciences > Tourism
Group:School of Tourism > International Centre for Tourism and Hospitality Research
ID Code:15751
Deposited By:Dr Philip Alford
Deposited On:18 Jul 2010 21:03
Last Modified:07 Mar 2013 15:34

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