Customer relationship management in tourism

Management needs and research applications

Research output: Contribution to journalArticle

24 Citations (Scopus)

Abstract

This invited paper for the TIA Management Research papers provides an overview of customer relationship management (CRM) and relates this topic to the strategic marketing of and research about travel and tourism products. CRM is widely used in the tourism industry, with loyalty programs keeping customers returning and travel websites yielding a large volume of e-transactions. The question is raised whether researchers, particularly academic and government, are participating enough in industry CRM-based market research to transform consumer behavior research into more holistic consumer profiles and dynamic models of travel demand and supply. The paper ends with suggested research topics that highlight meaningful pathways and methods for further CRM implementation.

Original languageEnglish (US)
Pages (from-to)356-364
Number of pages9
JournalJournal of Travel Research
Volume50
Issue number4
DOIs
StatePublished - 2011
Externally publishedYes

Fingerprint

tourism management
customer
Tourism
management
travel
tourism
Consumer behavior
travel demand
market research
consumption behavior
industry
loyalty
transaction
marketing
website
Websites
Marketing
Dynamic models
Industry
transform

Keywords

  • customer loyalty and satisfaction
  • information technology
  • knowledge management
  • market research
  • marketing strategy

ASJC Scopus subject areas

  • Geography, Planning and Development
  • Transportation
  • Tourism, Leisure and Hospitality Management

Cite this

Customer relationship management in tourism : Management needs and research applications. / Vogt, Christine.

In: Journal of Travel Research, Vol. 50, No. 4, 2011, p. 356-364.

Research output: Contribution to journalArticle

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