1.
Lee, Tzong-Ru, et al.
(författare)
Formulation of marketing information and communication strategies in Taiwan tourism industry
2013
Ingår i: Proceeding of the 2013 International Conference on Technology Innovation and Industrial Management, 29-31 May 2013, Phuket, Thailand: Diversity, technology, and innovation for operational competitiveness. - Phuket : ToKnowPress. ; , s. 103-111, s. 103-111
Konferensbidrag (refereegranskat) abstract
Purpose: The purpose of this research is to formulate marketing information and communication (ICT) strategies for Taiwan tourism industry. Design/methodology/approach: This research uses a literature review to identify problems and solutions of Taiwan’s tourism industry. One of the identified problems is used as an example to formulate marketing ICT strategies. Findings: This research has identified twenty-five main problems and forty-eight solutions of Taiwan’s tourism industry and formulated marketing ICT strategies for one of the identified problems. Research limitations/implications: The subsequent research can apply other research method to improve the reliability and validity. Practical implications: The application of marketing ICT strategies can be used in other country’s tourism industry and be adapted to other industries as well. Originality/value: This research clarifies the problems of Taiwan’s tourism industry and applies marketing ICT strategies in Taiwan tourism industry.
2.
Osarenkhoe, Aihie, 1960-, et al.
(författare)
Technology-based Service Encounter : A study of the use of e-mail as a booking tool in hotels
2014
Ingår i: Journal of Service Science and Management. - : Scientific Research Publishing, Inc.. - 1940-9893 .- 1940-9907. ; 7:6, s. 419-429
Tidskriftsartikel (refereegranskat) abstract
Highlighted in this paper, is the extent to which a technological interface that enables customers to produce a service outcome, independent of direct service-employee involvement, is used by hotels of various categories in France. Extant literature has, to date, devoted more attention to the use of interpersonal buyer-seller interactions in the process of creating service outcomes. This paper aims to fill this void by contributing to existing knowledge on customer interactions with technology-based self-service delivery options.An exhaustive sample of 240 hotels located across 120 cities in France constituted the empirical setting. A one-way ANOVA that tested differences between means was used to assess the impact of hotel category (independent variable) on response time (dependent variable) among hotels in France. The findings show that there is significant dissimilarity in responsiveness across the hotel categories. A major implication of these findings for management is that the speed with which enquiries from current and potential customers are responded to is most likely a prelude to providing good quality technology-based buyer-seller interactions to create positive service outcomes using the Internet/e-mail. Major concepts in customer relationship management include the response speed of firms to questions and problems during the service encounter. The main contribution of this study is that it builds on existing literature on interpersonal and technological interfaces.
