Customer relationship management - A driver for change in the structure of the U.S. lodging industry

Cornell Hotel and Restaurant Administration Quarterly

Volumn 44, Issue 4, 2003, Pages 61-73

  Piccoli, Gabriele ^a   O'Connor, Peter ^b   Capaccioli, Claudio ^c   Alvarez, Roy ^a  

^a Department of Obstetrics Gynecology   (United States)

^b ESSEC BUSINESS SCHOOL   (France)

^c NONE

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0141873037     PISSN: 00108804     EISSN: None     Source Type: Journal    
DOI: 10.1016/S0010-8804(03)90259-X     Document Type: Note

References (36)

1. O. Hall Mining the Store Journal of Business Strategy March–April 2001 24 27
2. H. Wilson E. Daniel M. Mcdonald Factors for Success in Customer Relationship Management System Journal of Marketing Management Vol. 18 2002 193 219
3. M.L. Markus Paradigm Shifts E-Business and Business/Systems Integration Communications of the AIS Vol. 4 No.10 2000
4. J. Day A.A. Dean P.L. Reynolds Relationship Marketing: Its Key Role in Entrepreneurship Long Range Planning Vol. 31 No.6 1998 828 837
5. D. Peppers M. Rodgers The Only Business to Be In Is the Business of Keeping Customers Marketing News Vol. 28 No.3 1994 6
6. A. Palmer Principles in Services Marketing 1994 McGraw-Hill London
7. R. Blattberg J. Deighton Manage Marketing by the Consumer Equity Test Harvard Business Review July–August 1996 136 144
8. P. Kotler Marketing Management. Analysis, Planning and Control ninth edition 1997 Prentice Hall London
9. G. Dowling Customer Relationship Management: In B2C Markets, Often Less Is More California Management Review Vol. 44 No. 3 Spring 2002 87 104
10. F. Reichheld W. Sassre Zero Defections Quality Comes to Services Harvard Buisness Review September–October 1990 301 307
11. W. Reinartz V. Kumar The Mismanagement of Customer Loyalty Harvard Business Review July 2002 4 12
12. Dowling, op. cit.
13. C. Gronroos Relationship Approach to Marketing in Service Contexts: the Marketing and Organisational Behaviour Interface Journal of Business Research Vol. 20 January 1990 3 11
14. Hall, op. cit.
15. P. Gamble M. Stone N. Woodcock Up Close and Personal: Customer Relationship Marketing @ Work 1999 Kogan Press London
16. J. Copulshy M. Wolf Relationship Marketing: Positioning for the Future Journal of Business Strategy July–August 1990 16 20
17. Gamble, et al., op. cit.
18. G. Piccoli B.R. Spalding B. Ives The Customer Service Life Cycle: A Framework for Internet Use in Support of Customer Service Cornell Hotel and Restaurant Administration Quarterly Vol. 42 No. 3 June 2001 38 45
19. F. Newell Loyalty.com 2000 Simon and Schuster New York
20. J. Marsan From Data to Dollars Hotels March 2000 91 94
21. S. Godin Permission Marketing. Turning Strangers into Friends and Friends into Customers 1999 Simon and Schuster New York
22. Newell, op. cit.
23. Gamble, et al., op. cit.
24. O. Vialle Les GDS dans L'industrie Touristique 1995 Organisation Mondiale deTourisme [World Tourism Organization] Madrid
25. P. O'Connor Karl Woeber Andrew J. Frew Martin Hitz An Analysis of the Online Pricing Strategies of the International Hotel Chains, Information and Communications Technologies in Tourism 2002 2002 Springer-Verlag Wien New York 285 293
26. Gamble, et al., op. cit.
27. P. Francese L. Renaghan Data-base Marketing: Building Customer Profiles Cornell Hotel and Restaurant Administration Quarterly Vol. 31 No.1 May 1990 60 63
28. H. Main P. O'Connor The Use of Smart Card Technology to Develop a Community Based Affinity/Loyalty Scheme for SMEs in Tourism and Hospitality Dimitrios Buhalis A. Min Tjoa Jafar Jafari Information and Communications Technologies in Tourism 1998 Springer-Uerlag Wien New York 7 15
29. Hospitality 2000: The Technology 2000 Arthur Andersen and New York University New York 8
30. Corporate 300 Hotels July 1998 51 77
31. R. Cline L. Rach Hospitality 2000: A View to the Next Millennium 1997 Arthur Andersen and New York University New York 35
32. Worldwide Hotelindustry Study 1998 1999 Horwath International New York
33. P. Slattery Unaffiliated Hotels in the UK EIU Travel & Tourism Analyst Vol. 1 1992 90 102
34. “Corporate 300,” op. cit.
35. The International Hotel Industry: Corporate Strategies and Global Opportunities, from the series “Travel & Tourism Intelligence” 2001 Economic Intelligence Unit London 85
36. A.J. Singh The Global Perspective B. Carl Perspectives on the Hospitality Industry 1997 Kendall Hunt Dubuque, IA 89 107