E‐CRM: customer relationship marketing in the hotel industry
Tóm tắt
Từ khóa
Tài liệu tham khảo
Barnett, A. (2000), “The customer wants to be anonymous”, Revolution, 19 July, p. 25.
Birch, A., Gerbert, P., Schneider, D. and OC&C and The McKenna Group (2000), The Age of E‐Tail, Capstone Publishing Limited, Mankato, MN.
Bloemer, J., De Ruyter, K. and Wetzels, M. (1999), “Linking perceived service quality and service loyalty: a multi‐dimensional perspective”, European Journal of Marketing, Vol. 33 No. 11/12.
Brännback, M. (1997), “Is the Internet changing the dominant logic of marketing?”, European Journal of Marketing, Vol. 15 No. 6, pp. 698‐707.
Cannon, J. (2000), Make Your Web Site Work For You, McGraw‐Hill, New York, NY.
Caterer and Hotelkeeper (2001), “Web’s wonder”, 1 March, pp. 37‐8.
Chaffey, D., Mayer, R., Johnston, K. and Ellis‐Chadwick, F. (2000), Internet Marketing, Pearson Education Limited, Harlow.
Chanaron, J. and Jolly, D. (1999), “Technological management: expanding the perspective of management of technology”, Management Decision, Vol. 37 No. 8.
Christopher, M., Payne, A. and Ballantyne, D. (1991), Relationship Marketing, Butterworth Heinemann, Oxford.
Clemons, E. and Row, M. (2000), “Behaviour is key to Web retailing strategy”, Financial Times, 13 November.
Collin, S. (2000), E‐Marketing, John Wiley & Sons Limited, New York, NY.
Curtis, J. (2000), “Get some decent exposure”, Revolution, 12 July, p. 32‐6.
Czuchry, A.J. and Yasin, M.M. (1999), “The three ‘Is’ of effective marketing of technical innovation: a framework for implementation”, Marketing Intelligence & Planning, Vol. 17 No. 5.
Davis, J. (2000), A Guide to Web Marketing, Kogan Page Limited, London.
De Chernatony, L., Harris, F. and Dall’Olmo Riley, F. (2000), “Added value: its nature, roles and sustainability”, European Journal of Marketing, Vol. 34 No. 1/2.
Dyer, N.A. (1998), “What’s in a relationship (other than relations)?”, Insurance Brokers Monthly & Insurance Adviser, Vol. 48 No. 7, pp. 16‐17.
Feiertag, H. (1997), “Relationship selling works only when practised”, Hotel & Motel Management, Vol. 212 No. 6, April, p. 18.
Firat, A.F., Dholakia, N. and Venkatesh, A. (1995), “Marketing in the postmodern world”, European Journal of Marketing, Vol. 29 No. 1.
Fraser, J., Fraser, N. and McDonald, F. (2000), “The strategic challenge of electronic commerce”, Supply Chain Management: An International Journal, Vol. 5 No. 1.
Gabay, J.J. (2000), Successful Cybermarketing in a Week, Institute of Management, Hodder & Stoughton, London.
Gattiker, U.E., Perlusz, S. and Bohmann, K. (2000), “Using the Internet for B2B activities: a review and future directions for research”, Internet Research: Electronic Networking Applications and Policy, Vol. 10 No. 2.
Geyskens, I. (1998), “Generalizations about trust in marketing channel relationships using meta‐analysis”, International Journal of Research in Marketing, Vol. 15 No. 3, July, pp. 223‐48.
Gilbert, D.C., Powell‐Perry, J. and Widijoso, S. (1999), “Approaches by hotels to the use of the Internet as a relationship marketing tool”, Journal of Marketing Practice: Applied Marketing Science, Vol. 5 No. 1.
Gremler, D.D. and Brown, S.W. (1996), “Service quality: its nature, importance and implications”, in Edvardsson B., Brown S.W., Johnston, R. and Scheuing, E. (Eds), QUIS V: Advancing Service Quality: A Global Perspective, ISQA, New York, NY, pp. 171‐81.
Grönroos, C. (1994), “Quo vadis, marketing? Toward a relationship marketing paradigm”, Journal of Marketing Management, Vol. 10, pp. 347‐60.
Grunig, L.A. (2000), “Public relations research: a tripartite model”, Corporate Communications: An International Journal, Vol. 5 No. 2.
Gulati, R. and Garino, J. (2000), “Get the right mix of bricks and mortar”, Harvard Business Review, May‐June, pp. 107‐14.
Gummesson, E. (1994), “Making relationship marketing operational”, International Journal of Service Industry Management, Vol. 5 No. 5 pp. 5‐20.
Gummesson, E. (1996), “Relationship marketing and imaginary organisations: a synthesis”, European Journal of Marketing, Vol. 30 No. 2, pp. 31‐44.
Gummesson, E. (1999), Total Relationship Marketing, Butterworth Heinemann, Oxford.
Harker, M.J. (1999), “Relationship marketing defined? An examination of current relationship marketing definitions”, Marketing Intelligence & Planning, Vol. 17 No. 1.
Hart, C. et al. (2000), “Retailer adoption of the Internet – implications for retail marketing”, European Journal of Marketing, Vol. 34 No. 8.
Hoffman, D.L. and Novak, T.P. (2000), “How to acquire customers on the Web”, Harvard Business Review, May‐June, pp 179‐88.
Holmlund, M. and Kock, S. (1996), “Relationship marketing; the importance of customer‐perceived service quality in retail banking”, Services Industries Journal, Vol. 16 No. 3.
Holmlund, M. and Strandvik, T. (1999), “Perception configurations in business relationships”, Management Decision, Vol. 37 No. 9.
Hunt, J. (2000), “The lights are on but no one’s home”, Revolution, 26 July, pp. 30‐2.
Janal, D.S. (2000), Guide to Marketing on the Internet, John Wiley & Sons, Inc., New York, NY.
Jankowicz, A.D. (2000), Business Research Methods, Business Press, Plano, TX.
Jeffrey, D. and Barden, R.R.D. (2000), “An analysis of daily occupancy performance: a basis for effective hotel marketing?”, International Journal of Contemporary Hospitality Management, Vol. 12 No. 3.
Kandampully, J. and Duddy, R. (1999a), “Relationship marketing: a concept beyond primary relationship”, Marketing Intelligence & Planning, Vol. 17 No. 7.
Kandampully, J. and Duddy, R. (1999b), “Competitive advantage through anticipation, innovation and relationships”, Management Decision, Vol. 37 No. 1.
Katsanis, L.P. (1999), “Some effects of changes in brand management systems: issues and implications”, International Marketing Review, Vol. 16 No. 6.
Kehoe, D.F. and Boughton, N.J. (2001), “New paradigms in planning and control across manufacturing supply chains – the utilisation of Internet technologies”, International Journal of Operations & Production Management, Vol. 21 No. 5.
Kenny, D. and Marshall, J.F. (2000), “Contextual marketing: the real business of the Internet”, Harvard Business Review, November/December, pp. 119‐25.
Keynote (2001), Internet Usage in Business, July.
Khalil, O.E.M. and Harcar, T.D. (1999), “Relationship marketing and data quality management”, SAM Advanced Management Journal, Vol. 64 No. 2.
Krol, C. (1999), “A new age: it’s all about relationships”, Advertising Age, Vol. 70 No. 21, May, pp. S1‐S4.
Li, T., Nicholls, J.A.F. and Roslow, S. (1999), “The relationship between market‐driven learning and new product success in export markets”, International Marketing Review, Vol. 16 No. 6.
Lindgreen, A. and Crawford, I. (1999), “Implementing, monitoring and measuring a programme of relationship marketing”, Marketing Intelligence & Planning, Vol. 17 No. 5.
Long, G., Hogg, M.K., Hartley, M. and Angold, S.J. (1999), “Relationship marketing and privacy: exploring the thresholds”, Journal of Marketing Practice: Applied Marketing Science, Vol. 5 No. 1.
Long, M.M. and Schiffman, L.G. (2000), “Consumption values and relationships: segmenting the market for frequency programs”, Journal of Consumer Marketing, Vol. 17 No. 3.
McGuffog, T. and Wadsley, N. (1999), “The general principles of value chain management”, Supply Chain Management: An International Journal, Vol. 4 No. 5.
Macintosh, G. and Lockshin, L.S. (1998), “Retail relationships and store loyalty: a multilevel perspective”, International Journal of Research in Marketing, Vol. 14, pp. 487‐98.
Malhotra, N. and Birks, D. (1999), Marketing Research: An Applied Approach, Prentice Hall, Englewood Cliffs, NJ.
Martin, C.L. (1998), “Relationship marketing: a high‐involvement product attribute approach”, Journal of Product & Brand Management, Vol. 7 No. 1, pp. 6‐26.
Matthews, V.E. (2000), “Competition in the international hotel industry”, International Journal of Contemporary Hospitality Management, Vol. 12 No. 2.
Moncrief, W.C. and Cravens, D. (1999), “Technology and the changing marketing world”, Marketing Intelligence and Planning, Vol. 17 No. 7.
Peppers, D. and Rogers, M. (1999), “Is your company ready for one‐to‐one marketing?”, Harvard Business Review, Vol. 77 No. 1, January/February, pp. 151‐60.
Prabhaker, P.R. (2000), “Who owns the online consumer”, Journal of Consumer Marketing, Vol. 17 No. 2.
Prahalad, C.K. and Ramaswamy, V. (2000), “Co‐opting customer competence”, Harvard Business Review, January/February, pp. 79‐88.
Reichheld, F. and Schefter, P. (2000), “E‐loyalty”, Harvard Business Review, July/August, pp. 105‐13.
Reyes Pacios Lozano, A. (2000), “A customer orientation checklist: a model”, Library Review, Vol. 49 No. 4.
Rich, M.K. (2000), “The direction of marketing relationships”, The Journal of Business & Industrial Marketing, Vol. 15 No. 2/3.
Rutledge, J. (2000), “A tale of two interfaces”, Forbes Global, 21 August, pp. 86‐7.
Scott, M.P. (1995), “Relationship selling”, Executive Excellence, Vol. 12 No. 1, January, p. 18.
Schwartz, D.G. (2000), “Concurrent marketing analysis: a multi‐agent model for product, price, place and promotion”, Marketing Intelligence & Planning, Vol. 18 No. 1.
Siegel, D. (1999), Futurize Your Enterprise: Business Strategy in the Age of the E‐Customer, John Wiley & Sons Inc., New York, NY.
Simeon, R. (1999), “Evaluating domestic and international Web strategies”, Internet Research: Electronic Networking Applications and Policy, Vol. 9 No. 4.
Sinha, I. (2000), “Cost transparency: the Net’s real threat to prices and brands”, Harvard Business Review, March/April, pp. 43‐55.
Slater, S.F. and Narver, J.C. (1994), “Market orientation, customer value and superior performance”, Business Horizons, Vol. 37, March/ April, pp. 22‐8.
van Hoek, R. (2001), “E‐supply chains – virtually non‐existing”, Supply Chain Management, Vol. 6 No. 1.
Van Niekerk, D.N.R., Berthon J.P. and Davies T. (1999), “Going with the flow”, Internet Research: Electronic Networking Applications and Policy, Vol. 9 No. 2.
Vorhies, D.W., Harker, M. and Rao, C.P. (1999), “The capabilities and performance advantages of market‐driven firms”, European Journal of Marketing, Vol. 33 No. 11/12.
Walter, A. and Gemünden, H.G. (2000), “Bridging the gap between suppliers and customers through relationship promoters: theoretical considerations and empirical results”, The Journal of Business & Industrial Marketing, Vol. 15 No. 2/3.
Walters, D. and Lancaster, G. (1999a), “Using the Internet as a channel for commerce”, Management Decision, Vol. 37 No. 10.
Walters, D. and Lancaster, G. (1999b), “Value‐based marketing and its usefulness to customers”, Management Decision, Vol. 37 No. 9.
Walters, D. and Lancaster, G. (1999c), “Value and information – concepts and issues for management”, Management Decision, Vol. 37 No. 8.
Ward, M.R. and Lee, M.J. (2000), “Internet shopping, consumer search and product branding”, The Journal of Product & Brand Management, Vol. 9 No. 1.
Werbach, K. (2000), “Syndication: the emerging model for business in the Internet era”, Harvard Business Review, May/June, pp. 85‐93.
Zahra, S., Sisodia, R. and Matherne, B. (1999), “Exploiting the dynamic links between competitive and technology strategies”, European Management Journal, Vol. 17 No. 2, April, pp. 188‐201.
Zineldin, M. (1999), “Exploring the common ground of total relationship management (TRM) and total quality management (TQM)”, Management Decision, Vol. 37 No. 9.
