Pre-Adoption Customer Satisfaction with Tourism Websites: Conjoint Analysis of Electronic Customer Relationship Management Features Export

@inproceedings{citeulike:3101394, abstract = {Tourism enterprises can on their websites implement Electronic Customer Relationship Management (e-CRM) features that can promote customer satisfaction and assist in building profitable customer relationships. The present paper incorporates the method of Conjoint Analysis for addressing the effects of e-CRM features on the pre-adoption customer satisfaction of online trip buyers with a tourism website. The study evaluates the profiles of e- CRM features presented as ten hypothetical tourism websites. The results highlight that reservation and product customisation features have the most positive effect on pre-adoption customer satisfaction. Reservation shows also a tendency to boost other low-ranked features in e-CRM profiles. The study supports claims that it is important for potential tourists to be able to reserve and pay for a trip directly on a website. The paper makes a theoretical and methodological contribution to the study of customer satisfaction in an online context. It also provides tourism practitioners with general guidelines on how to design a competitive website.}, author = {Kuttainen, Christer and Iliachenko, Elena Y. and Salehi-Sangari, Esmail}, booktitle = {The AM2005 Academy of Marketing Conference}, citeulike-article-id = {3101394}, citeulike-linkout-0 = {http://pure.ltu.se/ws/fbspretrieve/649217}, day = {4}, keywords = {e-commerce, tourism}, location = {Dublin, Ireland}, month = {July}, posted-at = {2008-08-08 16:49:40}, priority = {0}, title = {Pre-Adoption Customer Satisfaction with Tourism Websites: Conjoint Analysis of Electronic Customer Relationship Management Features}, url = {http://pure.ltu.se/ws/fbspretrieve/649217}, year = {2005} }

TY - CONF ID - citeulike:3101394 L3 - citeulike-article-id:3101394 N2 - Tourism enterprises can on their websites implement Electronic Customer Relationship Management (e-CRM) features that can promote customer satisfaction and assist in building profitable customer relationships. The present paper incorporates the method of Conjoint Analysis for addressing the effects of e-CRM features on the pre-adoption customer satisfaction of online trip buyers with a tourism website. The study evaluates the profiles of e- CRM features presented as ten hypothetical tourism websites. The results highlight that reservation and product customisation features have the most positive effect on pre-adoption customer satisfaction. Reservation shows also a tendency to boost other low-ranked features in e-CRM profiles. The study supports claims that it is important for potential tourists to be able to reserve and pay for a trip directly on a website. The paper makes a theoretical and methodological contribution to the study of customer satisfaction in an online context. It also provides tourism practitioners with general guidelines on how to design a competitive website. CY - Dublin, Ireland TI - Pre-Adoption Customer Satisfaction with Tourism Websites: Conjoint Analysis of Electronic Customer Relationship Management Features T2 - The AM2005 Academy of Marketing Conference KW - e-commerce KW - tourism AU - Kuttainen, Christer AU - Iliachenko, Elena AU - Salehi-Sangari, Esmail PY - 2005/07/04/7 UR - http://pure.ltu.se/ws/fbspretrieve/649217 ER -