Signaling Service Quality via Website e-CRM Features: More Gains for Smaller and Lesser Known Hotels
Publication in refereed journal

香港中文大學研究人員
替代計量分析
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其它資訊
摘要This article evaluates the electronic customer relationship management (e-CRM) features on hotel websites and examines the effectiveness of e-CRM quality as a signal that conveys information about unobservable hotel service quality. Complementary findings from two studies are presented. In Study 1, the results from lab experiments show that hotel e-CRM quality had positive effects on potential customers’ expectations for service quality, trust in and satisfaction with the hotel website, and intentions to purchase from the website. In Study 2, observational data collected from an influential hotel review website show a positive relationship between a hotel’s basic, proactive, and partnership e-CRM and the hotel’s rank in its region. Both studies found that smaller hotels and hotels with lesser known brands benefited more from better e-CRM. These findings suggest that a well-designed e-CRM system may help less visible hotels to gain advantages in the increasingly competitive online marketplace.
著者Tian J., Wang S.
期刊名稱Journal of Hospitality and Tourism Research
出版年份2017
月份2
日期1
卷號41
期次2
出版社SAGE Publications
出版地United States
頁次211 - 245
國際標準期刊號1096-3480
電子國際標準期刊號1557-7554
語言英式英語
關鍵詞e-CRM, electronic customer relationship management, signaling theory, website quality

上次更新時間 2021-25-01 於 02:29